This article explains what to do when your order's tracking shows "delivered" but you can't find the package.
Where can I see where my package was delivered?
Open the tracking view for your order on your Transactions page. When the carrier provides it, the tracking detail shows a delivered-to location (for example, "front door" or "mailroom") along with the full tracking history of scan events. Check this first — it often points you straight to where the package was left.
What should I check before contacting support?
Before reaching out, take a few quick steps:
Check the delivered-to location shown in your tracking detail, if one is listed.
Look around your entryway, porch, garage, or any other spot a carrier might leave a package.
Ask neighbors or household members if they picked it up on your behalf.
If you live in an apartment or office building, check with your mailroom, front desk, or building manager.
Wait 24–48 hours. Carriers sometimes mark a package "delivered" slightly before it physically arrives, and many packages turn up within this window.
What if I still can't find it after 24–48 hours?
If your package hasn't turned up after checking the steps above and waiting 24–48 hours, contact support through the messenger in your PerkUp account or on this help center. Include:
Your order number
The delivery address the order was shipped to
Confirmation of what you checked (neighbors, mailroom, delivered-to location, etc.)
Support will open a case with the carrier to investigate. Because "delivered but not received" cases depend on what the carrier confirms, resolution is handled case by case — if the carrier can't verify safe delivery, PerkUp arranges a complimentary reshipment.
Is there a deadline for reporting this?
Yes. Report a "delivered but not received" package within 14 days of the delivery date shown in your tracking. Reporting promptly gives the carrier the best chance of investigating what happened and keeps your claim eligible for a reshipment.
Will I be refunded instead of getting a reshipment?
Delivered-but-missing cases are resolved with a complimentary reshipment after the carrier investigation, not a refund. If your order is ultimately refunded for another reason, the refund goes back to your PerkUp balance and won't go to a personal card — you'll see a "Refunded" tag on the order in your Transactions page. There's no separate refund email, so check your Transactions page for the latest status.