Package Not Delivered? Here Is What to Do

Scenario 1 - Tracking Shows Delivered but Nothing Arrived

This is the most frustrating situation because the carrier has officially closed the delivery. Do these steps in order before contacting support:

1. Check around your property - side doors, behind bins, with neighbors
2. Check your mailbox and any package lockers in your building
3. Ask household members if they received it and forgot to mention it
4. Wait 24 hours - "GPS delivered" scans sometimes precede actual delivery by hours
5. If nothing after 24 hours, contact the retailer's support via live chat

When you contact support: have your order number and the tracking number ready. State clearly that the tracking shows delivered but you did not receive the package. Retailers have different internal policies for this - most will initiate a carrier investigation.

Scenario 2 - Delivery Window Passed with No Delivery

If the estimated delivery date has passed and tracking shows no delivery:

1. Check that the delivery window has actually closed (not just the estimated start of the window)
2. Review tracking for the package's last known location
3. Contact the retailer's support and report non-delivery
4. They will typically initiate a carrier trace (this takes 3-7 more business days)

Platform-Specific Steps

For Shein: live chat is the fastest first contact for delivery issues. For Temu: use the Order Help feature within your specific order. For AliExpress: if the delivery window has closed, you can open a buyer protection dispute without waiting for seller contact. For Wish: start a support request through the app as soon as the window closes.

What to Do If the Retailer Does Not Resolve It

If the retailer's investigation comes back without resolution: escalate to a second support contact referencing the case number. If that also fails, initiate a chargeback with your credit card issuer or a PayPal dispute if applicable. Most payment providers side with buyers on genuine non-delivery claims.

FAQ