What Do I Do If My UPS Package Says "Delivered" but I Don't Have It?

If your UPS package status is 'delivered' buy you don t have, these helpful tips can assist you with contacting UPS for assistance.

Jeff Whelpley is the editor / author responsible for this content.
Nov 5, 2019

UPS is one of the foremost carriers on the planet. However, sometimes, UPS may label a package as delivered but it is not the case.

You can then decide whether to ask for a refund if the package is not found. If the order status is 'delivered' but you do not have the package you can ask UPS to track the package for you.

Stolen and lost packages are considered separately by UPS. The firm does not take responsibility for packages that were delivered and then stolen. On the other hand, they will assist law enforcement with the investigation into the missing package.

If your UPS package status is 'delivered' buy you don t have it and you decide to follow up the issue with UPS, then you have to ensure that it is indeed missing.

If the package was delivered by the UPS driver, the package's tracking status on the UPS website will show that it was delivered. The delivery status means either one of two things. You either signed a release form allowing the UPS driver to leave the package unattended or the driver found a secure site where they could leave the package.

If the driver could not leave the package, the tracking status will show that a UPS InfoNotice was left on your door. If you don't find the InfoNotice, then the package will indeed be lost or misplaced.

The first step is to contact the sender and UPS will engage them to find the package. If the package is lost you can either get a replacement or a refund.

If you received a UPS InfoNotice, the notice will have more information about the state of the package. The UPS driver will tell you why they did not leave the package and from where you can retrieve it.

The driver will often direct you to a UPS Collection Point where you can collect your delivery. You can also sign the UPS InfoNotice and place it outside your door for the driver to try re-delivering the package when you are available.

Contacting UPS

If the package is indeed lost, you should contact UPS and apprise them of the missing delivery. You can use any of the following methods to contact UPS:


You can contact UPS directly by either calling their customer service number or their online shipping and tracking phone number both of which can be retrieved from GetHuman. You will find the exact numbers and the time that the lines are available for contact. The phone numbers are a great way to contact customer care as they have a short wait time and get to have a conversation with a UPS customer service agent. It is one of the most effective ways to report a missing delivery to UPS.


Sending UPS customer service an email to report a missing delivery is an alternative option. Emails are fast to write and send. They email usually gets a reply in 54 hours. UPS can reply to the email at any time. Include as much detail about the missing delivery in the email. You can obtain the UPS customer service email address from GetHuman.

Live Chat

You can report a missing delivery to UPS via live chat. The live chat is the swiftest way to contact UPS customer service as you only have to wait for 3 minutes to get a response from a live UPS agent. Have the necessary information ready before beginning the chat. The live chat is available on Monday to Friday from 8am to 8pm EST. The link to the live chat can be obtained from GetHuman.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.

Why does GetHuman Write How-to Guides for UPS Problems?

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Asked 5 years ago
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UPS website
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Missing Delivery
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