Receiving / Tracking

Track shows my item was successfully delivered, but I have not received it. What should I do?

When our Track tool indicates that a letter or parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location.

What you can do

If you can’t find your delivery, try the options below:

Delivery location Where to look for your item

A business

Mailroom, front desk or security

An apartment building

Security desk or superintendent

Community mailbox

In your box or we'll leave a key in your box for the parcel compartment.

Large company or institution (e.g. university)

The mailroom. This is our final point of delivery. You may have a time lapse before the mailroom delivers the item (or notifies you to pick it up).

Safe drop

A safe location on household premises. Check around the property to locate the item.

Note: In rare cases, a delivery scan is entered into our system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

Do you still need help?

If it has been 24 hours since the Track tool indicated the letter or parcel was delivered but the item has not arrived, the sender should report the problem.  He or she can start a claim using Online Service Tickets.

Note: Only the sender can file a claim for non-delivery. If you are the recipient please contact the sender.

Do you still need help?

Please use this form to create a service ticket to report this problem.

Personal service ticket

For individual/household use


Create a business service ticket Report a problem on behalf of a business.