Package marked delivered but not found

Check the delivery location

1. 1Review the carrier's delivery details and any photo or location note.
2. 2Check entrances, side doors, reception, mail areas, parcel rooms, and other secure delivery spots.
3. 3Ask household members, building staff, or anyone else who may have accepted the parcel.
4. 4Confirm the delivery address on the order is correct.

Contact support if it is still missing

Send the order number, carrier name, tracking status, and the address confirmation to Branch support. Keep the tracking information available while the delivery is reviewed.

Compare the delivery record with your address

Check the recipient address in your order confirmation, the delivery time shown by the carrier, and any photo or location note that is available. For an apartment or shared building, look in the parcel area and ask a household member or reception desk whether the delivery was accepted.

Do not enter an unfamiliar property or confront another recipient. If the carrier’s evidence appears to show a different location, save the relevant image or note for support.

Make the missing-parcel report specific

1. 1Give the order reference and tracking number.
2. 2State the date and time of the delivered scan and the delivery address shown on the order.
3. 3Explain which delivery locations you checked and whether someone else could have accepted it.
4. 4Mention a missing or incorrect delivery photo, a damaged parcel area, or any other relevant detail.

Branch will investigate the report and confirm the appropriate next step. This guide does not promise an automatic refund or a replacement before that review.