When tracking shows your items were delivered, but you can’t locate them, these steps may help you locate your shipment:
-
Confirm if there is a delivery photo
Although drivers are not required to take delivery photos, most do. You can find them on the carrier’s tracking page. Was the incorrect item delivered? -
Verify the delivery address is correct
The Proof of Delivery will confirm the address where the delivery was made. Depending on the delivery, a GPS pin may also be available. Were your items delivered to the incorrect address? -
Determine if your delivery was signed for
While LugLess deliveries do not require a signature, some drivers may request this if someone is present during delivery. -
Look for a notice of attempted delivery
If the driver is unable to complete the delivery, a door tag with next steps would likely be left behind. -
Look around the delivery location for your package
Deliveries can be left at side doors, back decks, or even in your garage. Thoroughly check the delivery location to ensure the driver did not leave the shipment in a more secure area. -
See if someone else accepted the delivery
Shipments can be accepted by anyone at the address. Check with neighbors, building staff, or hotel staff to confirm if anyone received or saw your delivery.
If you still cannot locate your shipment, we recommend contacting the carrier and asking to have the driver confirm where your delivery was left. If this does not resolve the issue, you can raise a delivery dispute with the carrier. If you reach out to our team with your case reference, we can follow up with them on your behalf.
What if I only received some of my packages?
If your shipment consisted of multiple packages, they may be delivered at different times. Items arriving separately is not itself a cause for concern! Each package tracks individually, so simply head to the tracking page to confirm when your remaining items can be expected. If an issue is detected with any tracking number, you will receive an alert.
Can I submit a claim for a shipment that shows as delivered?
Once your shipment is delivered, it is no longer covered by Value Protection. Shipments that are confirmed as delivered but cannot be located later are also not eligible for coverage. If you suspect your items were stolen, we recommend contacting your local authorities to report the theft.
FAQs
Where should I expect my delivery? Shipments can be delivered to different areas depending on the address. In apartments, for example, your items should be expected in either the mailroom, security office, common area, or leasing office. You can learn more about this here.
Will I be alerted when my items deliver? Yes, you will receive an email alert upon delivery.
The driver did not deliver to my door. If your address is an apartment or multi-unit complex, your items will be delivered to wherever larger shipments are normally received.
Why didn’t the driver take a photo? Unfortunately, carriers do not require drivers take photos of each delivery.
My items aren’t shown in the photo. We apologize if the delivery photo is unclear; it will generally be accompanied by a note stating where the item was delivered.
I received someone else's shipment. If you received someone else’s shipment, please reach out to our team immediately. For the swiftest resolution, please include photos of what was received and the labels attached.
Why was there no signature for the delivery? LugLess deliveries do not require a signature, however, drivers will only complete delivery if they feel it is safe to do so.