Start Here: Check Your Tracking Information
Before anything else, look at your tracking details:
Confirm the delivery address shown in tracking
Does it match the address you entered at checkout?
Is it complete (apartment/unit number, correct ZIP code)?
Check the delivery status
"Delivered" - Package was left somewhere by the carrier (often with a picture of the delivery)
"Attempted delivery" - Carrier tried but couldn't complete delivery (it may be at the post office)
"Available for pickup" - Package is at your local post office
Note the delivery time and location
When was it marked delivered?
Where did the carrier say they left it? (front porch, mailbox, etc.)
Was there a picture attached? Does it look like a neighbors house?
This information tells you what happened and what to do next.
If Tracking Shows "Delivered" But You Don't Have It
Step 1: Search Your Property (We recommend within the first 24 Hours)
Carriers sometimes leave packages in unexpected places.
Check common hiding spots:
Front porch, back porch, or side door
Inside your mailbox (if package is small)
Behind planters, furniture, or decorations
Garage or carport
With a building manager or leasing office (apartments/condos)
Inside a parcel locker (if your building has one)
Behind a gate or fence
Your door camera to see if it was delivered earlier
Also check:
Different entrances to your home
Around corners or under overhangs (carriers sometimes hide packages from view)
Any covered or secure-looking areas
Step 2: Ask Your Neighbors
Packages are sometimes delivered to the wrong house by mistake, especially if:
House numbers are similar
Addresses are close together
Visibility is poor
Ask neighbors:
On both sides of your home
Across the street
Anyone with a similar address number
Step 3: Contact Your Local Post Office or Carrier
If you still can't find it, the carrier may have additional information.
For USPS deliveries:
Find your local post office at usps.com/locations
Call them with your tracking number
Ask if the package was held for pickup or if there are delivery notes
For FedEx deliveries:
Call their customer service with your tracking number
Ask for delivery details (GPS coordinates, photo proof, driver notes)
Request a delivery investigation if needed
What to tell them:
Your tracking number
The delivery address
That you've checked your property and neighbors
That you'd like them to investigate the delivery
The carrier is responsible for delivery and can often help locate packages or provide proof of where they left it.
If the Package Was Delivered to the Wrong Address
If You Entered the Wrong Address
If you provided an incorrect or incomplete shipping address at checkout, this falls under customer responsibility.
What this means:
You're responsible for ensuring the shipping address is accurate and complete
This includes street names, house numbers, apartment/unit numbers, ZIP codes, and special delivery instructions
What you can do:
Contact the carrier to see if they can retrieve it
Go to the address shown in tracking (if it's nearby) and see if the package is there (only do this if you feel safe to do so)
Contact whoever lives at that address and ask if they received it if you know them
If the package can't be recovered, contact us immediately at [email protected] with:
Your order number
The address you entered at checkout
The address shown in tracking
Screenshots of both (if possible)
If the Package Shows "Attempted Delivery"
This means the carrier tried to deliver but couldn't complete it.
Common reasons:
No one home to sign for package
Access issues (locked gate, couldn't find address)
Package too large for mailbox
Unsafe delivery location
What to do:
Check if there's a delivery notice on your door or around the area
The notice will tell you where to pick up your package (usually local post office)
Bring photo ID and the tracking number to pick it up
Most packages are held for 15 days before being returned to sender
IMPORTANT: You're responsible for picking up packages from the carrier when delivery can't be completed.
When to Contact Astropad Support
Contact us if:
✅ You've completed all the steps above and still can't locate your package
✅ It's been more than 48 hours since tracking showed "delivered"
✅ The carrier confirms it was delivered to the wrong address due to their error
✅ You believe we shipped to an incorrect address
✅ The tracking shows the package was damaged or lost in transit
Don't contact us first if:
❌ It was just marked delivered today (check your property first)
❌ You haven't contacted the carrier yet
❌ You entered the wrong address at checkout (try to recover the package first)
How to contact us:
Email: [email protected]
Include: Order number, tracking number, what steps you've already taken
Response time: Within 4 hours during business days, almost always within 24 business hours
IMPORTANT: Astropad cannot contact the mail carrier for you. You will need to contact your mail carrier directly.