Missing Package
Missing Package?
Tracking says “Delivered” but you can’t find it? Don’t worry — the large majority of packages turn up within a day or two. Work through the steps below and we’ll help you track it down.
Please reach out before filing a dispute. We’re committed to making this right. Filing a chargeback with your bank or card issuer before contacting us can take weeks to resolve and actually slows down our ability to help you reach a resolution. Text us first at 801-296-9999 — give us the chance to help, and we almost always can.
Follow these steps
Wait 24–48 hours
Carriers — especially USPS — sometimes scan a package as “Delivered” before it physically arrives. It's very common for a package to show up on your doorstep within one to two days of that scan. Give it a little time before assuming it's lost.
Search around your home
Carriers leave packages in all sorts of spots to keep them out of sight. Check:
- Your front porch, side door, and back door
- Your mailbox, garage, or a parcel locker
- Behind bushes, planters, furniture, or outdoor mats
- Anywhere a delivery could be tucked away from the street
Check with family, roommates, and neighbors
A household member may have already brought the package inside, or a neighbor may have accepted it on your behalf — carriers occasionally deliver to the wrong address by mistake. A quick conversation often solves the mystery.
Live in an apartment, condo, or office building?
Check with your front desk, leasing office, mailroom, or building manager. Packages are frequently signed for and held there for safekeeping.
Review your doorbell or security camera footage
Your tracking page shows the exact time the package was marked delivered. If you have a video doorbell or security camera, review the footage around that timestamp — it often shows precisely where the carrier left your package, or whether it was delivered at all.
Contact your carrier or local post office
Reach out to the carrier listed in your tracking details and have your tracking number ready. They can provide more information than the public tracking page shows:
- USPS : your local post office can look up the GPS coordinates of the delivery scan (often accurate to within a few feet) and speak directly with the carrier who delivered your route. You can also file a Missing Mail search at usps.com/help/missing-mail.
- UPS : start a claim or request more delivery detail at ups.com or 1-800-742-5877.
Did you add Route Package Protection at checkout?
Route is the shipping-protection option you may have selected at checkout. If you opted in, Route will refund or reorder eligible items that are lost, stolen, or damaged in transit. Route protection only applies if you added it to your order at checkout — if you're not sure, check your order confirmation email for a Route line item, or text us and we'll confirm for you.
How to file a Route claim: visit claims.route.com, enter your email and order number, select the affected item, choose the issue type, and follow the prompts. You can also file from the “File a Claim” link in your Route confirmation email or in the Route app. Most claims are reviewed within 1–2 business days.
Marked delivered but not received. File no sooner than 5 days after delivery (to allow for early scans) and within 30 days. Orders over $100 may require a police report.
Never marked delivered. File once 7 days have passed since the last tracking update (20 days international), and within 30 days of that update.
File within 30 days of delivery and include clear photos of both the damaged item and its packaging.
Route’s current terms govern all claims. For full details, see our Shipping Protection page.
Still can't find it? Send us a text for help
reach out before doing anything else and we’ll help you find a resolution.
Frequently asked questions
The most common reason is an early scan — the carrier marked it delivered before it physically arrived. It usually shows up within 24–48 hours. Other possibilities are delivery to a slightly wrong address, a package left in an unexpected spot, or a neighbor accepting it for you.
Give it 24–48 hours after the “Delivered” scan and complete Steps 2–6 above. Most packages are located in that window.
You can still file a Missing Mail search or claim directly with your carrier (Step 6), and you should still text us at 801-296-9999. We'll do our best to help you reach a resolution.
If you confirmed delivery (for example, on camera) but the package was taken, and you added Route protection, file a stolen-item claim with Route (Step 7). Either way, contact us so we can help and, where appropriate, report the theft to the carrier.
The right path depends on your situation. If you added Route Package Protection at checkout, Route can refund or reorder eligible items that are lost, stolen, or damaged in transit. If you didn't, you can file a claim directly with the carrier (see Step 6). Not sure which option fits? Text us at 801-296-9999 and we'll help point you to the best next step.
