It's Not Always Smooth Sailing: Dealing with Delayed or Missing Shipments
If the delivery doesn't meet the predicted schedule.
Need help when your package doesn't show up as expected? Here's a guide on common scenarios and what you can do.
Case 1: Package Lost or Not Delivered
If your package vanishes, contact the sender. As the sender has a contract with the shipping company, you don't have direct recourse against them. However, if you made an online purchase, you're not obligated to pay until the item is delivered. Give the company a two-week window to resend the item. If it still doesn't arrive, you can cancel the transaction and request a refund.
Senders can file a trace request with the post office. While they might be able to locate the package and deliver it, if it's truly lost, the service provider will be liable for the corresponding value up to certain limits.
Case 2: Package Arrives Significantly Late
Since early 2025, the post office aims to deliver 95% of domestic letters and parcels within three days and 99% within four days from posting. Legally, a delayed delivery doesn't incur penalties. However, if you ordered time-sensitive items, such as flowers for a wedding, you can refuse to pay if it arrives late or sue for the difference if you have to buy a replacement.
Visible Damages
If you notice damages upon receiving the package, report it to the delivery driver immediately. If the deliverer has already left, inform the sender, preferably with evidence photos or videos.
Senders can file a damage report with the transportation company. Provided the package content was adequately packed and the damage wasn't due to poor packaging, the company will be held liable.
Case 4: Package Stolen at the Desired Delivery Location
If a package goes missing at a location selected by you, you aren't responsible. No matter if it's left somewhere or delivered elsewhere, you have the option to protest with the service provider.
Case 5: Package Left at an Unwanted Location
If the package is delivered to an unwanted location, you have one choice: lodge a strong complaint with the service provider. If the package goes missing or is damaged at a location not determined by you, the transport company must bear the cost.
Case 6: Missing Delivery Notification
Check the delivery location first if you're unsure. If it remains unclear, track the transport company's progress. Senders should make a suitable delivery attempt. If they miss again, you're not obliged to chase after the package.
Case 7: Claiming a Delivery
If the carrier asserts they've been there, inform the sender, who can then apply pressure on the transport company. Have the shipment number on hand, as it might help to inquire directly with the service provider.
Your Rights as a Consumer:If a guaranteed delivery service is used, you may be entitled to a refund or compensation for delay. If a fixed delivery date is agreed and missed, you can reject the goods, claim damages, and even initiate chargebacks through your bank or credit card company.
Stay active and communicate with the seller or carrier to resolve issues related to non-delivery or significant delays. And remember, sellers and businesses should work to minimize delays and keep consumers informed.
- In cases of lost or delivered packages, it's crucial to contact the sender, who holds a contract with the shipping company. If the package is lost, the transportation company may be liable for the corresponding value, but only up to certain limits.
- Engage with the shipping company if your package arrives significantly late, especially when you've ordered time-sensitive items. Although there are no legal penalties for delayed deliveries, you may refuse to pay or sue for the difference in certain circumstances.
- If your package shows visible damages upon receiving it, report the issue immediately to the delivery driver or the sender, preferably with evidence. The transportation company will be held liable if the package content was adequately packed, and the damage wasn't due to poor packaging.
