My package shows as delivered, but I don’t have the package.
This is always a stressful experience, and fortunately, 99.9% of the time, it resolves itself. We ship thousands of packages each month, and as much as we’d love every single one to be problem free, it’s not always the case. There are occasional instances of deliveries that are unaccounted for.
In this unlikely scenario, there are few steps here to help work through this process. They are listed below.
1. Shipping address
Is the address on the invoice correct? Is it the same as what is showing up on the carrier’s page?
2. Delivery
If Shipped via USPS
When did your package show as delivered? Was it shipped via USPS (United States Postal Service)? We have found that sometimes USPS can prematurely show that a package has been delivered. Often, the package is delivered the next business day.
If the package is missing, or you think it was stolen, USPS offers an option to submit a request or file a claim. Below is the link to do this. They can usually help you track it down if there was an error.
https://www.usps.com/help/missing-mail.htm
FedEx & UPS
If your package was shipped using FedEx or UPS, these carriers utilize GPS on their scanning devices. If the parcel shows as delivered and it’s not there, it’s likely one of 3 things:
1. Your package is still on the truck.
2. Your package was accidentally left at a neighbor’s address.
3. Your package was possibly stolen.
Your package is still on the truck:
Quite often there are situations where an item shows as delivered but it is still on the truck. We suggest looking up the phone number of your local FedEx Ship Center (make sure the number you call is for the LOCAL FedEx, or UPS Ship Center, not the national toll free customer service number) and calling them right away. Ask to speak with a manager and mention that the package shows as delivered but you don’t have it. They can speak with the driver right away. This is the most effective way of resolving these matters. We encourage you to act quickly on this. If a call is made on the same business day the chances of recovery are far greater. This is the most effective way of resolving these matters.
Your package was accidentally left at a neighbor’s address:
Another possibility is that the package was left at the wrong address. We have seen many situations where a driver leaves it with neighbors. We recommend checking in with your neighbors, or if you live in an apartment building, checking the common areas and/or mail room.
Your package was possibly stolen:
If FedEx or UPS show it as delivered, they become inflexible and will automatically refuse any attempts to recover the losses incurred. Their stance is that the retailer fulfilled the obligation of shipping the order, and they (the carrier) fulfilled the obligation of delivering the order. After that, they will only assume the parcel was stolen from you. You, or us cannot call the carrier and ask them to cover this. It’s a brick wall. At this juncture, the only way to recover this is to file a police report. Depending on what state you are in, this could be a FEDERAL CRIME. These matters are taken VERY seriously. Please contact your local police department and file a report so an investigation can begin.
*Important
Any package that ships as “no signature required” can and will be left at or near an entrance to the shipping address, whether or not there is someone present to receive said package(s). Drum Center of Portsmouth cannot be held responsible for any boxes that are lost or stolen after the time they are delivered by the driver. If you have any concerns about the safety of shipments being left outside your address, we strongly recommend that you contact us before purchasing to request the package be sent as “Direct Signature Required”. Please note that any amount of shipping insurance applied to a shipment does not cover boxes that go missing after they have been delivered.