My tracking says 'Delivered' but I never received my package

If your tracking says 'Delivered' but you have not received your package, there are a few common reasons this can happen. In many cases, the package is nearby and can still be located.

Why does this happen?

When USPS delivers a package, the delivery scan confirms that the package was delivered to the address on the shipping label. The scan does not always confirm exactly where the package was placed or who received it.

This means the package may have been delivered, but not immediately visible to the person expecting it. Common reasons include:

  • The package was placed in a mailbox, parcel locker, mailroom, porch, side entrance, or another secure delivery area
  • The package was left near a nearby unit, mailbox cluster, or neighbor's door by mistake
  • Someone else at the address may have picked it up or accepted it
  • The package was delivered to a community mailroom, front desk, leasing office, or package room
  • In rare cases, the delivery scan may have been recorded before the package physically arrived

Step-by-step: what to do

  1. Check around your property. Look at the front door, back door, garage, mailbox, and any shared mailroom or package locker in your building. Packages are sometimes left in out-of-the-way spots to protect them from weather or theft.
  2. Ask your neighbours. A delivery to a nearby address is one of the most common causes of a 'Delivered' scan with no package in sight. Check with the neighbours on either side and across the street.
  3. Ask anyone who was at your address that day. A family member, roommate, building manager, or doorman may have received it on your behalf.
  4. Contact your local Post Office directly. This is your most effective next step. Your local Post Office can look up the GPS data and delivery photo associated with the scan (where available) and confirm exactly where the package was left. Call them or visit in person with your tracking number. Post Office info is available on the tracking page for your package. Please go to tracking.myib.com and enter your tracking number to view it.
  5. Contact International Bridge. If your Post Office cannot resolve the issue, reach out to our customer service team. We can review the shipment history and, where possible, follow up with USPS on your behalf.
  6. Contact the retailer. If all of the above steps haven't resolved the situation, the company you purchased from can file a claim with USPS or arrange a replacement shipment depending on their policy.

How to contact your local Post Office

Your local Post Office's address and phone number are available on our tracking page alongside your tracking history. You can also find your local Post Office's contact information on the USPS website by searching your ZIP code. When you call or visit, have your tracking number ready. Ask specifically to speak with the delivery supervisor or postmaster, as they have access to delivery records that front-desk staff may not.

A note on timing

Occasionally, a 'Delivered' scan is recorded slightly before the package physically arrives, especially during high-volume delivery periods. If you see a 'Delivered' status and it's still the same day, wait a few hours before escalating. In these cases, the package usually arrives the same day or the following morning.

Contact our customer service team

If you've gone through the steps above and still can't locate your package, our team is here to help.

Please include your tracking number and a brief description of what you've already tried. This helps us assist you more quickly.

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