If tracking says delivered but the porch is empty, start with the less alarming possibilities: a wrong scan, a hidden box, a neighbor who accepted it, or a delivery photo that belongs to another unit. Once those are ruled out, contact the seller, preserve camera footage, and report suspected theft only when the facts support it.
There is no single U.S. rule that guarantees a refund for every package stolen after delivery. The outcome usually depends on the seller's policy, the delivery record, the carrier's claim rules, your insurance policy, and how you paid. A police report documents the incident, but it doesn't automatically require a retailer, carrier, or insurer to reimburse you.
What to do first
1. Rule out a delivery mistake before calling it theft
Check the shipping address in the retailer's order page before relying on the tracking status. Then read the full tracking history, including the delivery time, location, and any driver note.
Search the places carriers actually use: behind doors, planters, patio furniture, garage edges, side gates, mailrooms, lockers, and reception desks. Ask household members, roommates, neighbors, and building staff. If there is a delivery photo, compare it carefully with your doorway, building, or unit. A photo showing the wrong entrance can change the case from suspected theft to misdelivery.
Amazon's help guidance for packages marked delivered says packages may be scanned as delivered up to 48 hours before arrival. That warning is specific to Amazon guidance, not a universal carrier rule, so follow the instructions and deadline shown for your own order.
2. Preserve evidence while it still exists
Create one folder for the incident. Save:
- Order confirmation, invoice, tracking page, and delivery notification.
- Delivery photo or screenshot showing the stated drop location.
- Tracking number, carrier name, seller name, and shipping address.
- Doorbell or security-camera footage in its original format.
- Photos of your doorway, mailroom, or package area.
- Names of witnesses, neighbors, or staff who saw anything.
- Item value, serial number, IMEI, or other identifying information.
- Case numbers, emails, chat transcripts, and denials.
Don't let camera footage sit while you wait for replies. Many systems overwrite recordings automatically. Export the clip, keep an unedited copy, and save a backup. If you share a short clip with the seller or police, retain the longer original in case they need the surrounding minutes.
Also protect your privacy. Don't post your full address, tracking number, phone number, or private camera footage to a public neighborhood group.
3. Start with the seller or marketplace
The seller is often the most useful first contact because it may replace the item, refund the order, open a carrier investigation, or tell you who controls the claim. Use the order page or the marketplace's official support channel rather than a phone number or link sent through social media.
Explain that the order was marked delivered but wasn't received. Ask:
- Whether the seller will investigate, replace, or refund the order.
- Whether it wants a police report.
- Whether the seller or you must submit the carrier claim.
- What deadline applies.
- For a written case number and decision.
A retailer may offer a replacement or refund as policy or courtesy, but a marked-delivered item isn't automatically covered. If the address was wrong, the package was left in an authorized location, or you gave special delivery instructions, the analysis may differ.
4. Report suspected theft when the evidence supports it
File a report with your local police department if the evidence points to theft, especially for a high-value item, repeated thefts, or clear video of a suspect. If your department offers an online reporting option for eligible nonviolent thefts, use it. Otherwise, use the non-emergency number. Call emergency services only for an immediate threat or crime in progress.
State what you know and what you don't know. If you did not see the theft, say that the package was confirmed delivered and was later missing. Don't identify a person as the thief based only on a vague resemblance.
For a USPS shipment, there are two separate tracks. A missing item may need a USPS Missing Mail search. If you suspect mail theft, report it to the U.S. Postal Inspection Service as well as local police when appropriate. A Missing Mail search and a theft complaint serve different purposes. The USPS Office of Inspector General's report on mail-theft response provides background on the issue, but an individual case needs the current USPS and Postal Inspection Service reporting tools.
5. Open the claim that matches the shipment
A carrier claim is not the same as a consumer refund. Depending on the shipping account and service, the sender, retailer, or recipient may be allowed to file. Ask the seller whether it has to start the claim.
Don't rely on a generic deadline found in an online article. Carrier time limits vary by service, account, and shipment type. Open the current claim page promptly and save the confirmation number.
How to file a useful package-theft police report
The report should give an officer a clear timeline and enough detail to connect the incident to other reports.
Include:
- Your name and contact information.
- The delivery address.
- The date and time shown in tracking.
- When you discovered the package was missing.
- The merchant, carrier, tracking number, and order number.
- A description and value of each item.
- Serial numbers, IMEI numbers, or other identifiers.
- Delivery-photo details and any apparent misdelivery.
- Suspect, vehicle, or license-plate information you actually observed.
- Names of witnesses and the location of relevant cameras.
- The names of files you uploaded or offered to provide.
After filing, save the case or incident number and the submission confirmation. Give that number to the seller, carrier, or insurer if requested. A police department may not investigate every low-value report, but the record can still help establish when you reported the loss.
Police report template
Use this structure when writing your statement:
Incident type: suspected package theft or missing delivered package
Victim: [name and safe contact information]
Delivery address: [address]
Merchant: [merchant or marketplace]
Carrier: [carrier]
Tracking number: [tracking number]
Order number: [order number]
Delivery date and time: [date and time]
Last confirmed location: [location shown in tracking or photo]
Time discovered missing: [date and time]
Item description and value: [description and amount]
Serial number or IMEI: [if available]
Witnesses: [names and contact information, if known]
Suspect or vehicle details: [only what was observed]
Evidence: [tracking screenshot, delivery photo, video, photos]
Narrative: The package was marked delivered at [time]. I checked [locations] and asked [household members, neighbors, or staff]. I discovered it missing at [time]. I did not see the theft, or I observed [specific facts].
How to report a stolen delivery to Amazon, UPS, FedEx, or USPS
Amazon
Open Your Orders and use the problem or customer-service option for the order. Confirm the address, check the delivery location, and report that the package wasn't received. If a third-party seller fulfilled the order, use the marketplace's order-messaging and case process as well.
The Amazon help page linked above says that, for packages shipped by Amazon, customers should contact customer service within 30 days of the expected delivery date after completing the location checks. Your U.S. account may display different terms or a different deadline, so treat the order page as controlling.
Ask for a case number and keep copies of the chat or email. Amazon may replace or refund some delivered-but-missing orders, but that is not a guaranteed result for every order.
UPS
Start with the tracking record and contact the seller. If the UPS claims portal allows you to file, provide the tracking number, invoice or proof of value, delivery details, and any evidence of misdelivery or theft.
The shipper may be the only party authorized to pursue payment, particularly when the shipping account belongs to a retailer. Ask the seller to open the claim or confirm that you should do so. Keep the claim confirmation and check the current UPS instructions for the deadline that applies to that shipment.
FedEx
Use the tracking record and the FedEx claims page. Attach the order or invoice, proof of value, tracking information, delivery notification, and any relevant correspondence or footage.
FedEx claim eligibility, documentation, and time limits can depend on the service and the shipping account. If the claim is denied, ask for the specific reason and whether the sender must resubmit it. Save the claim number and every response.
USPS
First distinguish a late or misplaced package from suspected theft. Check tracking, delivery details, and the surrounding location, then use USPS's current Missing Mail process if the item cannot be found.
If you have evidence that someone took the mail or package, report the suspected theft through the Postal Inspection Service and consider a local police report. A USPS search may locate a misrouted package, while a theft report creates a record of suspected criminal conduct. Postal claim deadlines and eligibility depend on the mail class, insurance, and the person who purchased the service.
What each route can and cannot do
| Route | Best use | Important limit |
|---|---|---|
| Seller or marketplace | Request a replacement, refund, or investigation | The seller's policy and order terms control |
| Carrier claim | Investigate loss, misdelivery, or shipping damage | The sender may have to file, and liability may be limited |
| Local police | Document suspected theft and investigate leads | A report does not guarantee recovery or payment |
| USPS and Postal Inspection Service | Search for missing mail and report suspected mail theft | A Missing Mail search is not the same as a theft complaint |
| Homeowners or renters insurer | Consider coverage for a qualifying theft | Deductibles, exclusions, limits, and claim consequences apply |
| Card issuer | Ask about a billing dispute if the seller does not resolve nonreceipt | Dispute rules and deadlines depend on the payment method |
A carrier delivery scan is evidence, but it doesn't by itself answer whether the parcel reached the correct address. A photo showing another doorway, a scan at the wrong unit, or a carrier admission of misdelivery can materially strengthen your request to the seller.
Insurance and payment disputes
Homeowners or renters insurance may cover a theft, but coverage is policy-specific. Before filing, ask the insurer:
- Is this type of package and loss covered?
- Does the policy require a police report?
- What deductible applies?
- Is payment based on replacement cost or current value?
- Are there item-specific limits or exclusions?
- What is the claim deadline?
- Could filing affect premiums or renewal?
For a low-value item, the deductible may exceed the potential benefit. For a high-value item, report promptly and follow the insurer's evidence requirements.
Shipping protection or declared value purchased by the seller may be handled through the seller's carrier account. It isn't automatically the same as your homeowners or renters coverage, and it doesn't guarantee that the carrier will pay you directly.
If the seller refuses to resolve a purchase made with a credit card, ask the card issuer whether a goods-not-received billing dispute is available and what deadline applies. Describe the facts accurately: a package was marked delivered but was not received. Don't report the transaction as unauthorized unless someone actually used your card without permission. Debit, prepaid, peer-to-peer, wire, and other payment methods have different procedures and may offer less protection.
Escalating a denied claim
Take these steps in order:
- Ask the seller or carrier for the denial in writing.
- Identify the missing document or stated reason.
- Submit a concise timeline, proof of value, delivery photo, and relevant video.
- Ask whether the sender or account holder must file instead.
- Use the marketplace's internal appeal process before its displayed deadline.
- For insurance, request the policy provision supporting the denial and use the insurer's internal review process.
- If an insurer does not address the issue, contact your state insurance department's consumer assistance office.
- Consider small claims court only after identifying a plausible defendant, checking the court's dollar limit and filing fee, and reviewing the seller or carrier's terms.
Small claims court is not an automatic remedy against a carrier or retailer. The responsible party may be disputed, contract terms may limit a claim, and suing an unidentified thief is usually impractical. Court rules differ by state, so use local court self-help materials or qualified local advice.
Recovery and neighborhood safety
If you have a clear image or vehicle description, give it to police and the seller. You can alert neighbors, but keep the message factual and avoid publishing a person's name, full license plate, home address, or an accusation you can't support.
A safer alert might say:
Package theft reported near [general area] on [date] around [time].
The package was marked delivered by [carrier] but was missing when checked.
If you have relevant camera footage, please contact [police case number or safe contact method].
Please do not confront anyone.
For electronics or other identifiable goods, monitor resale marketplaces using the serial number or IMEI. If you find a likely listing, save screenshots and send the information to police and the retailer. Don't arrange a meeting, buy the item back, or attempt a private recovery.
In an apartment or condominium, notify management and ask it to preserve lobby, entry, elevator, and mailroom footage. Check whether the package was placed in a locker or held at a desk. Management isn't automatically responsible for every missing parcel; the lease, building policy, delivery instructions, and facts of the incident matter.
How to reduce the risk of another theft
After handling the current incident, consider:
- Carrier hold-at-location or pickup options.
- Signature confirmation for expensive orders.
- A retailer locker, staffed pickup point, or workplace delivery.
- Delivery alerts and instructions that direct drivers to a less visible location.
- A trusted neighbor who can retrieve packages.
- A locked package box that carriers are permitted to use.
- Building camera retention rules and a package-room sign-out process.
Frequently asked questions
Should I wait before reporting a package as stolen?
Check for a misdelivery immediately and preserve evidence. If tracking shows delivered, Amazon says some scans can appear up to 48 hours early, but other sellers and carriers may use different guidance. Contact the seller promptly, especially if the item is valuable or camera footage could expire.
Do I need a police report to get a refund?
Not always. A seller or insurer may request one, and a report can support a claim, but there is no universal requirement for every retailer or policy. Ask which documents the specific claim requires.
Who files a UPS or FedEx claim?
It depends on the shipment and account. The recipient may be able to begin a claim, but the retailer or original shipper may need to submit or control it. Ask the seller before assuming the carrier will deal directly with you.
What if USPS says the package was delivered?
Check the address and delivery location, use the USPS Missing Mail process if appropriate, and report suspected theft to the Postal Inspection Service. Also notify the seller, since a postal search doesn't automatically produce a refund.
Can I use a credit card dispute for a stolen package?
Ask the card issuer about its goods-not-received process if the seller does not resolve the matter. A dispute isn't guaranteed, and the issuer will apply its own rules and deadline. Do not describe a valid purchase as unauthorized.
If the package disappeared today, save the tracking page and delivery photo first. Then open a case through the seller's official order-support channel before contacting any third-party number.