We're sorry - this is frustrating, and we want to help you get it sorted. When tracking shows "delivered" but the package isn't in your hands, it usually falls into one of a few situations. Here's what to do, step by step.
First, a few quick checks
Most "missing" deliveries turn up within a day or two. Before filing anything, please check:
Look around your delivery area. Carriers sometimes leave packages in a safe spot - by a side or back door, in a mailroom, with a building manager, or with a neighbour.
Check with everyone at your address. A household member, roommate, or front desk may have taken it in.
Wait 24-48 hours. Carriers occasionally mark a package "delivered" a little early. It often arrives the next day.
Confirm the delivery address on your order. Check your confirmation email from hey@fieldy.ai to make sure the package went to the right place.
If it still hasn't appeared after these checks, move on to the steps below.
Step 1 - Contact your local USPS
Your local post office can often locate a package that was scanned as delivered, because the carrier who delivered it can be asked directly where it was left.
Have your tracking number ready (it's in your shipping confirmation email).
Call or visit your local post office (the one that serves your address, not the national line - they have the delivery details).
Ask them to check the GPS delivery scan for your package. USPS records where a package was scanned as delivered, which often shows exactly where it was left.
Step 2 - File a USPS claim or help request
If USPS can't locate it, you can file a request directly with them:
Missing Mail search: USPS lets you submit a Missing Mail search request once the package is at least 7 business days past its ship date. This asks USPS to actively search for it.
Where to file: go to the official USPS website and search for "Missing Mail" to start a request, or ask your local post office to help you file it in person.
You'll need your tracking number and the sender and recipient addresses, which are in your Fieldy shipping confirmation email.
Step 3 - Let us know so we can help
Once you've checked locally and started a USPS request - or if you're not sure how to proceed - please reach out to us. Our team will look into your order from our side and work with you on the next steps.
When you contact us, please include:
Your order number (from your confirmation email)
Your tracking number
A quick note on what you've already checked (local area, USPS contact, any claim you've filed)
This helps us pick up right where you are, so we can resolve it as quickly as possible.
Contact our team or reply to your order confirmation email.
A note on timing
Carrier searches and claims take a little time, and we know that's not what you want to hear when you're waiting on your order. We'll stay on it with you until it's resolved - you're not on your own with this.