If a package is missing, don't try to recover it yourself or confront a suspected thief. First separate three possibilities: the carrier hasn't delivered it, the driver put it in the wrong place, or it was delivered and then taken.

If tracking says delivered but the package is gone, check the delivery photo and safe locations, then report nonreceipt to the seller and carrier. If the seller can't resolve an eligible charge, a written credit-card billing dispute may be the next step. A delivery scan alone doesn't guarantee a refund.

This guidance is for U.S. consumers. Retailer, marketplace, carrier, and insurance policies can differ.

Determine what happened

The next step depends on the delivery record:

What you see What it may mean First step
Tracking says delivered, but nothing is there The driver may have left it in another spot, a neighbor may have accepted it, or it may have been taken after delivery Check the delivery photo, safe locations, household members, neighbors, and building staff
The package is late or has no delivery scan Carrier delay, loss in transit, or a seller shipping problem Save the promised delivery date and contact the seller and carrier
The package is damaged or opened Possible tampering or damage in transit Photograph the packaging and label before discarding anything
A check, payment card, or identity document is missing The missing item may create a separate fraud or identity-theft risk Contact the issuing bank or organization immediately and monitor the account

If the delivered scan is recent, check the retailer's instructions before escalating. Some retailers ask customers to allow up to 48 hours for a late scan or misdelivery. That can be a useful support step, but it isn't a universal legal deadline. Don't let a suggested waiting period cause you to miss a payment-dispute deadline.

Build an evidence file

Save evidence before the tracking page or security footage changes. Include:

Make a short timeline: when you ordered the item, the promised delivery date, when tracking changed to delivered, when you checked the property, and when you reported the problem.

Describe only what you know. If the package is missing, report nonreceipt. Don't state as fact that a particular person stole it unless evidence supports that. Avoid posting accusations or identifiable footage publicly.

Report the missing package in the right order

  1. Contact the seller or marketplace. Use the order page or the platform's official support channel. Say whether the item never arrived, appears misdelivered, or was stolen after delivery. Ask what remedy or investigation is available and save the case number.
  2. Contact the carrier. Use the tracking record and official carrier support route. Ask whether the carrier can review the delivery location, photo, driver notes, or a possible misdelivery.
  3. Notify building staff or a delivery location. Apartment offices, concierge desks, package rooms, and nearby businesses may have accepted the parcel.
  4. Make a police report when appropriate. A report can document a high-value theft or a recurring problem, but it doesn't automatically require a retailer, carrier, or bank to issue a refund. Share evidence and keep the report number.

For an Amazon order, start with the order's official help or problem-reporting flow. For a UPS shipment, begin with the tracking record and carrier support. If a third-party seller was involved, keep communication inside the marketplace whenever possible so there is a clear record.

Can you dispute a stolen-package charge?

A credit-card dispute may help when the seller failed to deliver the goods. If the seller shows a completed delivery and your package was later taken from the porch, the seller's policy and the card issuer's review may treat the claim differently. A refund or charge reversal isn't automatic.

The FTC's guidance on billing errors says consumers who use the federal credit-card billing-error process generally must dispute the error in writing within 60 days after the first statement containing the error was sent. Send the notice to the billing-inquiries address listed on the statement, not just through a phone call or seller chat.

Your written dispute should include:

Keep a copy of the letter and proof that the issuer received it. Under the FTC's explanation, the issuer generally must acknowledge the dispute in writing within 30 days unless it has already resolved the issue. It must resolve the dispute within two billing cycles, and no later than 90 days after receiving it.

During the investigation, you generally don't have to pay the disputed amount or related finance charges, but you must continue paying amounts that aren't disputed. The FTC's credit-card dispute guidance explains the process and documentation requirements.

If the issuer denies the dispute, ask for the written reason and the records used to make the decision. You can then follow the issuer's escalation or reconsideration process. Don't describe a missing package as a confirmed theft if your evidence doesn't establish that fact.

What the FTC shipping rule does and does not do

The FTC's Mail, Internet, or Telephone Order Merchandise Rule addresses a seller's obligation to ship an order on time. A seller must have a reasonable basis to ship within the advertised timeframe or, if no timeframe was given, within 30 days. If the seller can't meet that deadline, it must obtain the buyer's consent to a delay or refund payment for the unshipped merchandise.

That rule is not a guaranteed refund for a parcel stolen after a confirmed delivery. For a porch-theft claim, the retailer's policy, marketplace terms, carrier investigation, and payment method may determine the available remedy.

If you didn't use a credit card

Don't assume the credit-card 60-day process applies to every payment method. Debit cards, prepaid cards, bank transfers, payment apps, and other payment methods have different procedures and may have different deadlines or reversal limits.

Contact the payment provider promptly, explain that the order was not received or was stolen, and ask for its written dispute or unauthorized-transaction procedure. Keep the provider's case number and continue working with the seller. If a missing package contained account information, contact the bank or issuer immediately rather than waiting for the delivery claim to finish.

Reduce the chance of another package theft

Use delivery choices that remove the parcel from an unattended porch:

A camera can help document what happened, but it doesn't guarantee recovery. Don't place a bait package outside or conduct surveillance that could put you or a neighbor at risk.

Watch for delivery scams

After a theft, fake carrier messages and refund offers may target you. Open the retailer or carrier app yourself instead of clicking an unexpected text link. Don't share a one-time passcode, account password, payment-card number, or remote-access permission with someone who contacts you first.

If a missing parcel contained a credit card, check, identity document, or sensitive personal information, contact the issuing organization immediately and ask what protective steps are available.

Quick action checklist