My package says "delivered" but I never received it: what do I do?Updated 3 hours ago
Quick answer
Carriers sometimes mark a package "delivered" before it's actually in your hands. Before reporting it missing: (1) check with anyone who shares your address, (2) check common delivery spots like the porch, garage, mailroom, building lobby, or side door, (3) wait 24–48 hours, since carriers occasionally scan "delivered" early and the package shows up a day or two later. If 24–48 hours pass and it's still not there, message support with your order number and we'll open a carrier investigation. If the package is confirmed lost, we'll arrange a replacement or a refund.
The 24–48 Hour Check
Most "delivered but missing" packages turn up within a day or two. While you wait those 24–48 hours:
- Ask household members, neighbors, or building staff if they accepted it
- Check every spot a carrier might leave a package: porch, behind a planter, garage, mailroom, package locker, leasing office
- Look at the tracking page for a delivery photo or note, if the carrier provides one
- Confirm the address on the order is the one you expected it to go to
What to Do After 24–48 Hours
If it still hasn't shown up, message support through your Adegen account or email [email protected] with your order number. We'll:
- Open an investigation with the carrier
- Confirm the delivery scan details
If the carrier investigation confirms the package is lost, we'll arrange a replacement shipment or issue a refund. For prescription orders, this follows pharmacy rules. A replacement compounded prescription is re-verified before it's prepared and shipped, so it takes a little longer than a non-prescription reship.
How We Handle Lost Packages
We'd always rather get your treatment to you than leave you stuck. Once the carrier investigation confirms a package is genuinely lost, we'll make it right with a replacement or a refund. Reach out and we'll start the process with you.
If Your Package Never Scanned as Delivered
This article is for packages the carrier marked "delivered" that you don't have. If your package simply hasn't arrived and tracking has stalled, that's a delay rather than a delivered-not-received case. See our guide on why your shipment might be delayed. A prescription order that hasn't arrived within 14 days of its expected delivery date should be reported to support so we can open a carrier investigation.
Protecting Future Deliveries
If porch theft or misdelivery is a recurring problem at your address, signing up for your carrier's own delivery notifications and delivery-instruction tools can help.
When to Escalate
A repeated pattern of lost packages at one address may require address verification before we reship, and a member of our team will help you through that.
Next steps
- Wait 24–48 hours and check the spots above.
- Message support with your order number if it's still missing.
- See our guide on changing your shipping address if the package went to an old or wrong address.