A tracking page marked "delivered" doesn't prove that the package reached you. It may have been left in the wrong place, accepted by someone else, or scanned before the delivery was finished. Check those possibilities first, then open a case with the seller or carrier. If the evidence points to theft, preserve it and report the incident through the appropriate channel.

There isn't one U.S. refund rule for every stolen package. The result may depend on the retailer's policy, the carrier's terms, declared-value or insurance coverage, your renters or homeowners policy, and how you paid.

What to do when a delivered package is missing

1. Check the delivery details

Before describing the package as stolen, review:

• The delivery address and timestamp
• The delivery photograph and any special-location note
• Your porch, side entrance, garage, yard, mailroom, parcel locker, and building office
• Whether a household member accepted it
• Whether a neighbor received it by mistake
• Whether the carrier may have scanned it before completing delivery

Ask nearby residents or building staff whether they saw the delivery or accepted the package for you. Don't enter a neighbor's property or confront anyone you suspect.

2. Contact the seller and carrier promptly

Start with the retailer, marketplace seller, or sender. You can also contact the carrier, especially if the delivery photo or location appears wrong.

Use the order page, the retailer's support channel, or the carrier's official website. Don't use a phone number or link from an unexpected delivery text or email.

Explain that tracking shows delivery but the package is missing. Ask:

• Can the delivery photo, scan, or recorded location be reviewed?
• Can the retailer replace or refund the order?
• Is a carrier investigation or claim available?
• Does the sender have to submit the claim?
• What evidence is required?
• What is the case number and expected response date?

A delivery scan can affect the review, but it doesn't answer every question about responsibility or reimbursement. Ask the retailer to give you its decision and reason in writing if it refuses to help.

3. Preserve the evidence

Save copies of:

• Tracking history and delivery photographs
• The order confirmation and receipt
• The item's price, description, and serial number, if applicable
• Messages with the retailer, carrier, seller, building manager, or neighbors
• Doorbell and security-camera footage
• Photos of the usual delivery area
• A police or mail-theft report number

Note when you discovered the package was missing and when you contacted each party. Camera recordings and delivery alerts may be overwritten, so save them before they disappear.

4. Report suspected theft

Call 911 if a theft is happening or someone is in immediate danger. Otherwise, use your local police department's non-emergency reporting route. A police report documents the loss, but it doesn't automatically create a refund.

For suspected theft involving USPS mail, follow the postal complaint guidance from USA.gov. It directs consumers to the U.S. Postal Inspection Service for mail-theft reports. Include the tracking number, delivery date, address, item description, and any available photograph or video.

5. Check insurance and payment options

If the item is valuable, review your renters or homeowners policy. Ask about personal-property theft, the deductible, per-item or category limits, proof requirements, exclusions, and valuation rules. A claim may not be worthwhile if the expected payment is less than the deductible.

If the retailer refuses to resolve the issue, contact your card issuer and ask which billing-dispute process, if any, applies. A card dispute is separate from a carrier claim and isn't an automatic refund. Describe the transaction and delivery record accurately, including the delivered scan.

Who may reimburse a missing or stolen package?

The possible routes overlap, but they do different jobs:

A retailer's refund policy doesn't automatically become a carrier reimbursement. A mail-theft report doesn't guarantee payment either. In most cases, begin with the party that sold or sent the item, then pursue a carrier claim or insurance review when the applicable terms support it.

USPS theft reports and claims

A USPS mail-theft report and a USPS compensation claim are separate processes.

• Report suspected theft: Use the Postal Inspection Service route linked through USA.gov. Provide the tracking or label number, delivery date, address, item description, and available evidence.
• Check claim eligibility: The USPS domestic claims page explains claims for eligible mail. USPS says an item that arrives damaged or has missing contents may be claimed immediately, but the claim must be filed no later than 60 days after the mailing date. Mail class, eligibility, and the type of loss matter.
• Wait for the decision: USPS says it usually sends a claims decision within 5 to 10 days.
• Appeal when allowed: If USPS partially pays or denies an eligible claim, the page says you can appeal within 30 days of receiving the decision. If that appeal is denied, a second appeal may be filed within 30 days of receiving the appeal denial.

A package taken after delivery may need both a theft report and a separate review by the retailer or sender. A delivery scan alone doesn't establish that a USPS compensation claim is available. The USPS page also says its instructions don't include every detail and exception in the Domestic Mail Manual, so check the rules for the actual mail service.

The USPS Office of Inspector General reporting form is for matters within its jurisdiction, including suspected mail theft, fraud, destruction of mail, or misconduct by a postal employee or contractor. It isn't a replacement for ordinary retailer support or every local police report.

Amazon, UPS, and FedEx: next steps

For Amazon or another marketplace, open the specific order and report that it is missing after the delivery scan. The seller or marketplace will apply its own order and refund rules. Keep the case number, ask what evidence is required, and don't close the case until you understand whether a replacement or refund has actually been issued.

For UPS or FedEx shipments:

1. Review the carrier's tracking record, delivery photo, and location details.
2. Contact the retailer or sender as well as the carrier.
3. Ask whether the sender must open the claim.
4. Check whether the shipment had declared value, insurance, or another protection.
5. Save the claim number, filing date, and response.

Carrier deadlines and eligibility vary by shipment and service. Don't assume that every company uses a universal 48-hour or 60-day deadline. Read the terms for the actual shipment and act as soon as you discover the loss.

Does homeowners or renters insurance cover porch theft?

It may. Coverage is controlled by the policy, not by the fact that a carrier marked the package delivered.

Review:

• The theft and personal-property provisions
• The deductible
• Per-item or category sublimits
• Whether the policy covers property delivered to that location
• Proof-of-loss requirements
• Exclusions and valuation rules
• Whether the expected reimbursement exceeds the deductible

A purchase receipt, tracking record, photographs, video, and police report may support the claim. If you're unsure whether the loss qualifies or whether filing makes financial sense, ask the insurer before submitting it.

Don't seek payment from several sources without disclosing the other claim. If a retailer or carrier reimburses you after you file an insurance claim, tell the insurer.

How to reduce the risk of package theft

The most effective change is to avoid leaving valuable orders on an unattended porch.

• Redirect expensive deliveries to a carrier pickup location, retailer pickup point, workplace, trusted friend, or secure building locker when available.
• Schedule delivery for a time when someone can receive it.
• Use a lockable package box only if the delivery service can access and use it safely.
• Ask apartment management about parcel-room access, lockers, delivery instructions, and camera coverage.
• Request a signature for high-value deliveries when the seller or carrier offers that option.
• Turn on tracking and delivery alerts so you can respond quickly to an incorrect scan.
• Improve lighting and use a camera to document activity around the delivery area.
• Arrange short-term pickup with a trusted neighbor.
• Don't display expensive items or leave empty branded boxes outside.

A doorbell camera may provide useful evidence and discourage some opportunistic theft, but it can't guarantee prevention or reimbursement. Position it toward the approach and delivery area, secure the recordings, and follow applicable privacy rules.

Don't use traps, confront suspected thieves, or leave hazardous materials in a decoy package. Those tactics can injure someone, escalate the situation, and create legal or insurance problems.

Package-theft scams to avoid

A missing delivery can lead to phishing attempts. Watch for:

• Texts claiming that you must pay a small fee to reschedule delivery
• Emails asking for a password, payment-card number, or account details
• Calls offering to recover a package for an upfront payment
• Links promising an instant refund after you enter personal information
• Delivery notices that use a slightly altered website address

Open the retailer or carrier app yourself, or type the official website address into your browser. Don't use links or phone numbers from an unexpected message. Save suspicious messages and report them through the platform's or carrier's official abuse channel.

Frequently asked questions

Should I wait before reporting a missing package?

No universal waiting period applies to every retailer or carrier. Check the delivery details and alternate locations, then contact the seller and carrier promptly. The applicable policy may set its own reporting deadline.

Does a delivered scan automatically prevent a refund?

No. It can make the review more difficult, but the retailer may still examine the delivery photograph, address, carrier records, account history, and other evidence. Ask for the decision and reason in writing.

Is a police report required for reimbursement?

Not for every retailer or carrier process. An insurer or high-value claim reviewer may request one, and the report creates documentation of the loss. Use the local non-emergency route unless the theft is happening now.

What is the USPS stolen-mail claim process?

Report suspected mail theft through the Postal Inspection Service route on USA.gov. For an eligible USPS domestic claim, review the USPS claims instructions, including the 60-day filing period and the applicable appeal deadlines.

Will a camera guarantee that I get my money back?

No. Video can help show what happened and support a retailer, police, carrier, or insurance review, but it doesn't create a refund by itself.

For a package that is missing now, screenshot the tracking record, save any delivery video, and open the retailer or carrier case before the evidence is deleted.