A package marked "delivered" that is not at your door, a box that never arrives, or a delivery text you did not expect: holiday season brings more of all three. This guide explains your options with the seller, the carrier and your card company, and how to report mail theft. General information only, not legal advice. Facts checked November 11, 2026.
If your order never arrives
- Check the tracking in the seller's or carrier's own app or website, never through a link in an unexpected text.
- Look around and ask: neighbors, building staff, a side door, a parcel locker.
- Contact the seller. You bought from the seller, so ask it to trace, replace or refund the order. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, a seller must ship within the time it states, or within 30 days if it states no time, and if it cannot, it must tell you and either get your consent to the delay or give you a prompt refund (FTC).
- Dispute the charge if the seller does not help and you paid by credit card: billing errors include things you did not accept or that were not delivered as agreed. Your letter should reach the card issuer within 60 days after the first bill with the error was sent to you (FTC).
If you sent a package through the Postal Service
- Missing Mail search: you can submit a search request starting 7 days from mailing, with both addresses, the type of box or envelope, the tracking number or mailing receipt, a description of the contents and pictures if you have them (USPS: Missing Mail).
- Insurance claim: if the package was insured, you can file a claim; USPS recommends filing right away and says it must be filed no later than 60 days from the date of mailing.
- Refund for a guaranteed service: if you used a service with a money-back guarantee, such as Priority Mail Express, you may be able to request a refund.
- Package Intercept: before a package is out for delivery, the sender can ask USPS to hold or redirect it for a fee ($19.45 plus any postage), charged only if the intercept succeeds (USPS Package Intercept).
If you think a package was stolen
- Report suspected mail theft to the U.S. Postal Inspection Service online or at 1-877-876-2455, and call 911 for a crime in progress (USPIS).
- Tell the seller: many sellers handle "delivered but not received" cases themselves.
- Forward suspicious delivery texts or emails about the Postal Service to spam@uspis.gov, then delete them.
Ways to prevent package theft
- Ship to a place where someone is home, a workplace if allowed, a Post Office for pickup, or a parcel locker.
- Track deliveries and bring packages in soon after they arrive.
- Ask for a signature for valuable items when you buy.
Frequently asked questions
Who is responsible if a package is stolen from my porch?
Start with the seller, since you bought from it. Many sellers replace or refund missing orders. If you paid by credit card and the seller will not help, you can dispute the charge.
When can I start a USPS Missing Mail search?
Starting 7 days from the mailing date, with the addresses, tracking number, a description of the contents and photos if you have them.
How long do I have to file a USPS insurance claim?
USPS recommends filing immediately and says the claim must be filed no later than 60 days from the date of mailing.
Where do I report mail theft?
To the U.S. Postal Inspection Service at uspis.gov/report or 1-877-876-2455. Call 911 if a crime is in progress.
I got a text saying my package could not be delivered. What should I do?
Do not click the link. Check the tracking in the carrier's own app or website, and forward Postal Service scam texts or emails to spam@uspis.gov.