Lost or delayed package: a step-by-step guide
A calm, practical checklist for when your parcel is late, stuck, or marked delivered but missing — and when to contact the carrier or seller.
First, decide if it is actually late
Before assuming a problem, check the shipping method and the carrier's expected timeframe. A parcel that looks 'stuck' is very often just between scans on a long international leg. A gap of a few days with no update is normal, especially for economy and cross-border shipments.
Confirm the parcel was actually handed to the carrier. A 'label created' or 'information received' status means the sender printed a label but the courier may not have collected the item yet. Until the first real scan, the clock hasn't truly started.
If the tracking is stuck with no movement
Refresh the tracking later in the day rather than repeatedly within minutes. Double-check you copied the full tracking number correctly. Look at the last checkpoint: if it is a customs or international hub, a multi-day pause is expected.
If a domestic shipment shows no movement for several working days, that is a stronger signal. Contact the sender first — they hold the shipping contract and can open an enquiry with the carrier, which usually gets faster results than a recipient calling directly.
If it says delivered but you can't find it
Check the common safe places: mailbox, porch or a designated safe-drop spot, building concierge or mailroom, and with household members and neighbours who may have accepted it. Many carriers attach a delivery photo or a signature on their own website, which can show exactly where it was left.
If it was delivered to a locker or pickup point, look for a separate collection code sent by the carrier, and note any deadline before the parcel is returned. If after all this the parcel is genuinely missing, report it to the carrier with your tracking number, then to the seller.
Opening a claim
For a genuinely lost parcel, the carrier can open an investigation and review the delivery scan and proof of delivery. The seller is responsible for the item until it reaches you, so if the carrier cannot locate it, the seller should arrange a replacement or refund. Keep your order confirmation, tracking number and any carrier correspondence.
Marketplaces and payment providers usually offer buyer protection with a claim window. If direct contact stalls, open a formal case within that window rather than waiting indefinitely.
How Piplo helps
Piplo gives you a clear, normalized view of every real checkpoint so you can judge whether a delay is routine or genuine, and it links you to the carrier when deeper action is needed. We never invent a delivery event, so if the timeline hasn't moved, that reflects reality — which is exactly the information you need to decide your next step.