We understand how concerning it can be when your shipment shows as delivered but has not arrived. Please follow the steps below to locate your parcel.
Step 1: Check the Delivery Details
Review the tracking information to see where the parcel was delivered and who signed for it. The tracking page typically indicates whether the shipment was received by you, a relative, a neighbor, or another person. If the status shows "Letterbox" (or "Mailbox"), it means the item was deposited directly into your mailbox.
Step 2: Check with People Around You
If the parcel was delivered to a neighbor and you are unable to locate them, please allow a short period for the neighbor to reach out to you.
If the tracking page does not indicate who received the package, check with family members, friends, or colleagues who may have accepted the package on your behalf.
Step 3: Contact the Carrier
If you have not received the parcel within 48 hours of the reported delivery, please contact the local carrier first to verify the delivery details. You can typically find the carrier's official phone number through the tracking link provided. When contacting the carrier, have your tracking number ready so they can confirm the delivery address and current delivery status.
Step 4: Contact STEPPERONLINE
If the carrier is unable to resolve the issue, please reach out to STEPPERONLINE for further assistance. We will work with you and the carrier to investigate the delivery and help locate your parcel.