My equipment order shows delivered but I didn't receive it. What should I do?Updated 2 months ago

Quick Answer

First, thoroughly check all delivery locations, with neighbors, and household members - packages are often found nearby. Wait 24 hours as carriers sometimes mark packages delivered slightly early. If still not found after 24 hours and checking everywhere, contact the carrier (UPS, FedEx, DHL) for GPS coordinates and driver notes, then contact us at [email protected] if the package cannot be located.

Immediate Steps (Do These First)

Before contacting anyone, take 15-20 minutes to thoroughly search for your package. Most "missing" packages are actually delivered to an unexpected location.

Check all doors and entrances:

• Front door and porch
• Back door and patio
• Side doors and entrances
• Garage or carport areas
• Basement or lower-level entrances

Look in unexpected places:

• Behind planters, furniture, or pillars on porch
• Under doormats or welcome mats
• Inside screen doors or storm doors
• In covered areas protected from weather
• Behind vehicles in driveway

Check building facilities (if applicable):

• Building office or management office
• Mail room or package room
• Package lockers (check for access code email)
• Concierge or front desk
• Leasing office

Ask household members:

• Did anyone bring a package inside?
• Check rooms where packages might be placed
• Ask family members, roommates, or housemates

Check with neighbors:

• Immediate neighbors on both sides
• Neighbors across the street
• Ask if they accepted delivery for you
• Ask if package was delivered to their address by mistake

Check Tracking Details Carefully

Your tracking information provides critical clues about where your package was delivered.

Look for these details in tracking:

• Exact delivery time: Was it recent? Package might still be at delivery location
• Delivery location description: "Front porch", "Back door", "Mailbox", "Left with resident", etc.
• Who signed: If signature required, who received it? (name may be shown)
• Proof of delivery photo: Some carriers take photos showing exactly where package was left

Access full tracking details:

• Visit carrier website (don't rely only on email notification)
• Log into carrier account (UPS My Choice, FedEx Delivery Manager) for additional details
• Carrier accounts may show photos and GPS data

Wait 24 Hours

This is important even though it's frustrating.

Why waiting helps:

• Packages marked delivered early: Carriers occasionally mark "Delivered" before driver completes delivery. Driver may return later same day.
• Neighbor retrieval: Neighbor who accepted your package may bring it over the next day
• Household confusion: Someone may have brought package inside and not mentioned it
• Delayed building processing: Package rooms/offices may process deliveries next business day

Continue checking: Look again in all the locations mentioned above after waiting. Packages do sometimes appear.

Contact the Carrier

If your package is still missing after 24 hours of checking and waiting, contact the carrier who delivered it.

For UPS deliveries:

• Call 1-800-742-5877
• Provide tracking number
• Request "package trace" or "delivery investigation"
• Ask for GPS coordinates showing exact delivery location
• Request driver's detailed delivery notes

For FedEx deliveries:

• Call 1-800-463-3339
• Provide tracking number
• Request delivery investigation
• Ask for proof of delivery details and GPS data
• Request contact with local delivery terminal

For DHL deliveries:

• Call 1-800-225-5345
• Provide tracking number
• Request delivery verification and investigation

What the carrier investigation includes:

• GPS coordinates of delivery location
• Driver's delivery notes and observations
• Photo evidence if available
• Contact with driver for additional details
• Verification of delivery address

Carrier investigation timeline: Most carriers complete initial investigations within 24-48 hours and will contact you with findings.

When GPS Shows Wrong Location

If carrier's GPS coordinates show delivery to a different address than yours:

1. Check that exact address: GPS may show package delivered to specific neighbor
2. Politely ask that neighbor: Driver may have delivered to wrong house
3. Contact carrier with GPS evidence: This proves misdelivery
4. Carrier will investigate: May attempt to retrieve from wrong address or file claim

Contact CENTR Support

Contact us after (not instead of) contacting the carrier.

When to contact CENTR:

• After carrier investigation confirms non-receipt
• Carrier unable to locate package
• GPS shows delivery to wrong address and package not found
• Package confirmed lost by carrier
• More than 48 hours after "delivered" status and package not located

Email [email protected] with:

• Order number (#XXXX-C)
• Tracking number
• Delivery date according to tracking
• Confirmation that you've checked all locations thoroughly
• Results of carrier investigation
• GPS coordinates if carrier provided them

What CENTR will do:

• Verify tracking and delivery information
• Coordinate with carrier for additional investigation
• File lost package claim with carrier if appropriate
• Arrange replacement shipment or refund (case-dependent)
• Work with you until situation is resolved

Lost Package Claims

If a package is confirmed lost (not delivered despite "Delivered" status):

Claim process:

1. CENTR files claim with carrier (as shipper)
2. Carrier investigates thoroughly (may take 5-10 business days)
3. If carrier confirms loss, they reimburse CENTR
4. CENTR sends replacement or processes refund

Timeline: Complete resolution typically takes 1-2 weeks from claim filing to replacement/refund.

Your role: Provide any information requested (photos of delivery area, confirmation of non-receipt, etc.).

Preventing Future Issues

Delivery instructions:

• Sign up for UPS My Choice or FedEx Delivery Manager
• Add specific delivery instructions ("Leave at side door", gate codes, etc.)
• Request signature required for valuable shipments
• Add delivery preferences to avoid porch theft

Alternative delivery options:

• Hold packages at carrier facility for pickup
• Use UPS Access Point or FedEx pickup locations
• Ship to workplace if deliveries are secure there
• Request delivery only when you're home

Secure delivery location:

• Install porch cameras to monitor deliveries
• Use package lockboxes for secure storage
• Request deliveries inside gate or secure area
• Build relationships with neighbors who can accept packages

Porch Theft vs. Misdelivery

Misdelivery indicators:

• GPS shows delivery to different address
• Delivery location doesn't match your property
• No evidence package was ever at your address
• Carrier admits delivery error

Possible theft indicators:

• GPS confirms delivery to your exact address
• Photo shows package at your door
• Timing suggests package was there briefly
• Pattern of missing packages at your address

If theft suspected:

• File police report (may be required for insurance claim)
• Provide report number to CENTR and carrier
• Consider security cameras for future deliveries
• Use signature-required or hold-for-pickup options

Special Cases

Apartment/condo "delivered to office":

• Check building office during business hours
• Office may hold packages 24-48 hours before notifying residents
• Ask office staff to check package room thoroughly
• Provide tracking number to office to help locate

Package marked "left with resident":

• Ask all household members who may have accepted
• Check with building security or doorman
• Neighbor may have accepted on your behalf
• Tracking may show name of person who accepted

Business address deliveries:

• Check with receptionist/mailroom
• May have been delivered to different department
• Check if signed for under company name vs. your name
• Mail room may batch-deliver packages at end of day

Common Questions

Q: Should I wait 24 hours before doing anything?

A: No - immediately search all locations and ask neighbors. But wait 24 hours before contacting carrier/CENTR if package isn't found, as it may still appear.

Q: Will I get a refund if package is lost?

A: Yes, if carrier investigation confirms the package was lost or not delivered, you'll receive either a replacement shipment or full refund.

Q: Can I file a police report?

A: Yes, especially if theft is suspected. A police report may help with carrier claims and insurance.

Q: What if the driver says they delivered it but I never received it?

A: Carriers have GPS and photo evidence. Request this evidence. If it shows delivery to your address but package is missing, it may be theft - file police report and carrier will investigate.

Q: How long do I have to report a missing package?

A: Report as soon as you've completed initial searches and waited 24 hours. Don't wait weeks - earlier reporting leads to faster investigation.

Still Need Help?

If your package shows delivered but you cannot locate it after thoroughly checking:

First: Contact carrier at:

• UPS: 1-800-742-5877
• FedEx: 1-800-463-3339
• DHL: 1-800-225-5345

Then: Email [email protected] with:

• Order number (#XXXX-C)
• Tracking number
• Delivery date from tracking
• Locations you've checked
• Carrier investigation results

We'll work with you and the carrier to locate your package or arrange a replacement.