What should I do if tracking says delivered but I did not receive my package?
If your tracking information shows that your package was delivered but you cannot locate it, please check the delivery area first. If you still cannot find the package, the next step depends on whether Route Shipping Protection was selected for your order.
Step 1: Check common delivery locations
Please check:
- Your front door, porch, garage, side entrance, or back entrance
- Your mailbox, package locker, building lobby, or front desk
- Nearby areas where the carrier may have placed the package
- Neighbors or other household members who may have accepted the delivery
- Any carrier delivery photo or delivery notes, if available
Step 2: Confirm the shipping address
Review your order confirmation and tracking details to make sure the shipping address is correct. If the order shipped to a business, school, venue, apartment building, or event location, please also check with the receiving department, mailroom, office, front desk, or building management.
Step 3: If you selected Route Shipping Protection
If Route Shipping Protection was selected for your order, filing a claim directly with Route is usually the fastest and primary next step for a delivered-but-not-received package.
Route manages Route claims directly, including eligible lost, stolen, or damaged shipment claims.
Step 4: If you did not select Route or are not sure
If Route was not selected, or you are not sure whether Route was included on your order, please submit a request to IDJNOW. Our team will review your order, tracking, shipment details, and available next steps.
Please include your order number, tracking number, shipping address, and any delivery details from the carrier.
What happens next?
Our team will review the shipment details and let you know the next steps. Depending on the shipment and carrier information, we may ask for additional details, written confirmation, carrier claim information, or other documentation before a final resolution can be determined.