So, your order is confirmed as "delivered", but your package isn’t where it should be. Don’t worry, we’re here to get your order to its rightful home.
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Places to check if your order is missing
Contact the shipping provider directly
Still can't find your package?
Places to check if your order is missing
If your package was confirmed as delivered by the shipping provider, but you haven’t received it yet, here are some places to check:
- With your neighbors — the carrier might have dropped off the package at a house or apartment unit nearby for security purposes.
- Less visible areas surrounding your home or apartment to prevent theft.
- For example, if you live in an apartment in NYC, check the lobby.
- If you live in a house in the suburbs, check your side yard or behind shrubbery.
- Your door or mailbox for an “attempted package delivery notification” slip from the carrier.
- For USPS, the notification slip on your door will let you know that your package is available for pick-up at your local USPS office.
- For UPS, the notification slip will let you know that your package is available for pick-up at an affiliated business or access point.
Contact the shipping provider directly
|
Shipping provider |
Phone number |
|
USPS |
(800) 222-1811 |
|
UPS |
(800) 742-5877 |
|
FedEx |
(800) 463-3339 |
|
DHL Express |
(800) 225-5345 |
Still can't find your package?
It's time to contact Back Market Customer Care — we’ll work with the seller to get you a replacement or refund if the item is no longer in stock. You'll just need to submit the following documents within 3 business days of the expected delivery date:
- Copy of a photo ID (e.g. a state-issued driver's license, passport, or state ID)
- Signed document of non-receipt (see the document below)
There will be a place for you to upload these documents in the service request you open when you contact us, and we'll take it from there.