What If My Package Shows Delivered but I Didn’t Receive It?

Quick Answer

If tracking shows your order as delivered but you can't find it, start by checking around your property and with anyone who may have accepted it on your behalf, then contact the carrier to ask for proof of delivery.

If you still can't locate the package, please contact our Customer Care team with your order number and tracking number. We'll help review the delivery and coordinate with the carrier or our logistics team to find the best way forward.

What should I do first if my package shows delivered but isn't there?

Before anything else, a few quick checks often locate the package:

Check with household members. Someone at home may have brought it in for you.
Ask your neighbors. Carriers sometimes leave packages next door for safekeeping.
Look around your property. Couriers occasionally tuck parcels in discreet spots, such as a porch, behind planters, or near a side entrance, to protect them from theft or weather.
Contact the carrier. If you still can't find it, reach out to the delivery service directly, as they may have more detail about where the package was left.

How do I get proof of delivery from the carrier?

Contact the local carrier with your name, delivery address, and tracking number, and ask for proof of delivery. This may include the date, time, location, or notes about where the parcel was left. Proof of delivery is a helpful part of reviewing a package that's marked delivered but not received, and it can clarify whether the parcel was delivered to the wrong address or simply placed somewhere unexpected.

What can SilkSilky do to help?

Once a carrier marks a package as delivered, SilkSilky can't take responsibility for items that are then lost or stolen. Even so, we're committed to helping you resolve the issue. When you contact us, we can:

Review the delivery details and tracking history for your order
Coordinate with the carrier or our logistics team while you request proof of delivery
Help you understand your options based on your specific situation

If your order was placed with shipping insurance or a worry-free delivery option, we can also guide you through filing a claim with the provider. You may need details such as your order email, order number, policy or order ID, and tracking information.

What if only one package from my order is missing?

If your order shipped in more than one package, you may receive a separate tracking number for each one. Let us know whether all of your packages are affected or only one, and include the tracking number for the missing package. This helps us identify exactly which shipment to review.

In what situations should I contact Customer Care?

Please contact our Customer Care team via live chat or the Contact Us page if:

Tracking shows your package as delivered, but you did not receive it
You've checked with household members, neighbors, and around your property without success
The carrier cannot locate the package or confirm where it was left
One package from a multi-package order is missing
You placed your order with shipping insurance and need help filing a claim
You'd like us to review the delivery and help you find a resolution

When you reach out, please include your order number, tracking number, and any information the carrier has shared.