Your order is confirmed as delivered, but your package isn’t at the usual dropoff point. Don’t fret! Just because it isn’t at your front door doesn’t mean that all hope is lost. We’re here to get your purchase to its rightful home.
Here are some tips to locate your order:
Places to check if your order is missing
Still can't find your package?
What should you do if your order is missing?
If your package was confirmed as delivered by the carrier, 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
To contact the carrier directly for more information, call the applicable number below:
|
Carrier Name |
Phone Number |
|
USPS |
(800) 222-1811 |
|
UPS |
(800) 742-5877 |
|
FedEx |
(800) 463-3339 |
|
DHL Express |
(800) 225-5345 |
What if you’ve tried all of these options, and still can't locate your package?
Please reach out to Back Market Customer Care. We’ll work with the seller who will either offer you a replacement or a refund if the item is no longer in stock.
To do this, they have to file a claim with the carrier, which means you’ll need to give them the following documents:
- Copy of a photo ID (state-issued driver's license, passport, or state ID)
- Signed document of non-receipt (see the document at the bottom of this article)
Upload these documents in the service request that you opened with Back Market Customer Care, and then we’ll work with the seller to file a claim with the carrier.
We ask that you submit these documents within 3 business days of the expected delivery date.
Need further assistance? We’re here to help!
Feel free to get in touch with us here