What if my order status says delivered, but I didn’t receive an item?

We understand that it can be frustrating to see your order marked as “Delivered” when you haven’t actually received the item. Here’s what to do if you’re in this situation.

Steps to Take if Your Order Status Says Delivered

1. Check Potential Delivery Locations

   • Sometimes, delivery partners may leave your parcel in a safe place around your property (such as a porch, garage, or shed) if no one was available to receive it. Please check any areas around your home where it might have been left.
   • Check with household members, neighbours, or building management to see if someone else accepted the package on your behalf.

2. Review the Tracking Information

   • Use the tracking link provided in your dispatch confirmation email to view the latest updates. Occasionally, a parcel may be marked as “Delivered” prematurely and will still arrive within the next 24 hours.
   • If your tracking information is unclear, contacting the delivery partner directly can sometimes provide additional insight into where your parcel might be.

3. Allow for an Extra Day

   • In some cases, delivery statuses may update to “Delivered” a day early, particularly during busy periods. If possible, wait an extra 24 hours to see if the parcel arrives.

When to Contact Customer Service

If you have checked all possible locations and with others who may have received the item, and the parcel still hasn’t arrived after 24 hours, please contact our customer service team for assistance. Provide your order number, tracking information, and any details about your delivery location to help us investigate further with the delivery partner.