What to Do If Your Tracking Says "Delivered" But You Haven't Received Your Order
We understand how concerning it can be to receive a tracking update stating that your order has been delivered when, in fact, you haven't received it. There are several reasons why this might happen, and we're here to help you resolve the issue as quickly as possible.
Why Does This Happen?
There are a few common reasons why your shipment tracking might show as "delivered" even though you haven't received it:
Incorrect Scanning:
Sometimes, delivery personnel may accidentally mark a package as delivered before actually completing the delivery. This can happen if they are behind schedule or have mismanaged their delivery route. Often, the package arrives a few hours or the next day. However, if the item does turn out to be lost we will help to get the goods resent or refunded for you, for more info, please see our lost postage guide.
Delivered to a Neighbor or Safe Place:
Your package may have been delivered to a neighbor or left in a designated safe place that you may not have checked yet. It’s a good idea to ask your immediate neighbors or check any specific locations where packages are typically left.
Delivery Attempt Without Completion:
The delivery person may have attempted to deliver the package but couldn't complete it for various reasons, such as no one being home. In some cases, the package might still be with the delivery service, but their system marks it as delivered.
Tracking System Errors:
Sometimes, the tracking system may have errors or delays in updating the status accurately. The package might still be on its way, even if it is marked as delivered.
Steps to Take If Your Order Is Marked as Delivered But Not Received:
Verify the Delivery Address:
Double-check that the delivery address you provided when placing the order is correct.
Check for Delivery Notices:
Look for any delivery notices left by the courier, which might provide more information or instructions regarding the delivery attempt.
Check the Tracking Details Online:
When viewing the tracking details online, see if the delivery service has provided a delivery photo. This photo may help you recognize where the package was left. Additionally, some services offer GPS location data for the delivery, which can help identify the exact delivery spot.
If you suspect your package has been stolen after being marked as delivered, this is considered a criminal matter. We recommend contacting your local police to report the theft.
Please be aware that parcels are only left at premises if the delivery address has a designated safe space marked. Check our Safe Space Guide for details on how to enable or disable this feature with different postal services and couriers.
Ask Neighbors or Check Safe Places:
Ask your immediate neighbors if they have received the package on your behalf, or check any usual places where deliveries might be left, such as a porch, garage, or back door.
Contact the Delivery Service:
Reach out to the delivery service's customer support to report the issue and ask for clarification. They may initiate an investigation or provide further details about the delivery.
Contact UMT Support:
If you are unable to locate the package or resolve the issue with the delivery service, please contact our UMT customer support team. We can help escalate the matter with our courier account manager to find a resolution.
Important Note on Potential Theft:
- If you suspect your package has been stolen after being marked as delivered, this is considered a criminal matter. We recommend contacting your local police to report the theft.
- Please be aware that parcels are only left at premises if the delivery address has a designated safe space marked. Check our Safe Space Guide for details on how to enable or disable this feature with different postal services and couriers.
Need Further Assistance?
We are here to assist you. If you have any further questions or need help, don't hesitate to get in touch with our customer support team. We are committed to ensuring you receive your order as soon as possible.
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