Couriers are not compulsory to provide pre-delivery alert or contact receiver before delivery or request receiver signature upon delivery. In case there is a "delivered" scan updated on the tracking page, but receiver not yet received any parcels. Below are some suggested actions to take:
- Check Safe locations: It is recommended that receiver thoroughly search for their parcels in safe locations within the delivery address. These safe places can include areas such as the building mailroom, lobby, security stand, reception area, mailbox, neighbours, front door (porch/doorstep), front yard, garage, or carport etc. It is the receiver's responsibility to diligently check these areas.
- Check if you provided the correct full received address: full address should include room/ unit number, building name, street name/ number, full zip code etc.
- Check CCTV/ surveillance video: base on the delivery time frame provided on tracking status, please kindly check CCTV/ surveillance video (if available) to verify the delivery location
- Door Tag/ delivery notice Notification: If the recipient is not present during the delivery attempt, the delivery man may leave a door tag/ fail delivery notice indicating the attempted delivery and how to retrieve the parcel at corresponding locations/ office.
In case the parcel is unable to be found after search, you may also direct contact the assigned courier with the given tracking number to check for further details.
If you would like to initiate an investigation case with the courier, please click here to submit a ticket on our website within 7 working days of the delivery scan date. Please note that couriers cannot accept investigation requests submitted after this time frame. After form submission, a support ticket will be created for your order, and our dedicated team will follow up with you via email.