Package Stolen or Never Delivered: How to Get a Refund in 2026

You check your tracking. "Delivered -- left at front door." But there is no package. You look around the porch, check behind the planters, ask your neighbor. Nothing. Your package is gone -- and you are not alone.

According to the SafeWise 2025 Annual Package Theft Report, 104 million packages were stolen nationwide in 2025, totaling $15 billion in consumer losses. The average stolen package was worth $143, up 8% from the previous year. That is roughly 250,000 packages disappearing from doorsteps every single day. Forty-five percent of Americans report having had a package stolen at some point, and 1 in 4 American households are affected annually.

Amazon packages account for 55 to 72% of all theft reports, followed by UPS at 31%, FedEx at 30%, and USPS at 29%. Despite the scale of the problem, fewer than 1 in 4 victims ever report the theft to police.

The good news: in most cases, you can get your money back. The key is knowing who is responsible, what steps to follow, and how long you have to act. This guide covers every avenue -- from contacting the retailer to filing carrier claims, disputing with your credit card company, invoking FTC rules, and understanding your state's package theft laws.

First: Understand Who Is Responsible

Before you contact anyone, it helps to understand the legal framework. Under standard commercial terms, most online purchases are made FOB Destination -- meaning "Free on Board at destination." In plain English: the seller is responsible for getting the product to your door. Until the package is in your hands (or at your doorstep, depending on the specific terms), the seller bears the risk of loss.

This matters because it means the retailer cannot simply say "tracking shows delivered, not our problem." In most cases, the retailer's obligation is not fulfilled until you actually receive the item. Your contract is with the seller, not the shipping company. The seller's contract is with the carrier. You should always start with the retailer.

Step-by-Step: What to Do Immediately

When you discover a missing package, follow these steps in order. Speed matters -- many retailers have short reporting windows.

1. Verify the tracking information

• Check the tracking number and confirm the delivery status says "delivered"
• Note the exact date, time, and delivery location listed (front door, porch, mailbox, etc.)
• Check whether a delivery photo was included (Amazon, FedEx, and UPS often provide these)
• Verify the shipping address is correct -- sometimes packages go to a neighbor or former address

2. Look around thoroughly

Packages get placed in unexpected spots. Check:

• Behind planters, furniture, or recycling bins on your porch
• Under doormats or behind storm doors
• In your mailbox or at your apartment complex's package room
• With your building's front desk or concierge
• In your garage or side yard

3. Ask your household and neighbors

• Check with anyone else in your home -- someone may have brought it inside
• Ask immediate neighbors if they received it by mistake
• Check with your apartment's leasing office or management desk
• Post on a neighborhood group (Nextdoor, a local Facebook group) asking if anyone saw it

4. Check for delivery instructions you may have set

• Amazon has "delivery instructions" that might route packages to a specific location
• FedEx Delivery Manager and UPS My Choice allow you to set delivery preferences
• You may have an old "leave with neighbor" or "leave at back door" instruction on file

5. Look for a "missed delivery" notice

• Some "delivered" scans actually mean the carrier attempted delivery but could not leave the package
• Check your door for a delivery attempt notice
• Check your email and text messages for delivery exception alerts

If you have done all of the above and the package is genuinely missing or stolen, move on to contacting the retailer.

Contact the Retailer

This is your primary path to a refund or replacement. Every major retailer has a process for handling lost and stolen packages. Here is what to expect from the biggest ones.

Amazon

Amazon is the most common target for package theft, but it also has the most consumer-friendly resolution process:

• File through your order history: Go to "Your Orders," find the order, and select "Track package" then "Where's my stuff?" or "Report a problem"
• Amazon A-to-Z Guarantee: Covers stolen and lost packages. You can file a claim within 90 days of the purchase date. Amazon will investigate and typically issues a full refund or sends a replacement
• Typical resolution time: Most claims are resolved within 1 to 2 business days
• What Amazon may ask: Whether you checked around your property, asked neighbors, and verified the shipping address
• High-value items: For items over a certain threshold, Amazon may require a police report number before processing the claim

Walmart

Walmart's process depends on how you placed your order:

• Online orders: Contact Walmart Customer Service through your order history or call 1-800-925-6278. You should report the issue within 48 hours of the "delivered" status for the fastest resolution
• Walmart+ members: May receive faster processing and more flexible resolution options
• In-store pickup orders: If the order was marked as "picked up" but you never received it, contact the store directly
• Typical resolution: Walmart will typically either issue a refund or offer to reship the item. Processing takes 3 to 5 business days after the claim is approved

Target

Target has a straightforward process for missing packages:

• Contact Target Guest Services at 1-800-440-0680 or through your order history on Target.com
• Target Circle Card holders may receive additional protections and faster claim processing
• Typical resolution: Target typically refunds or replaces items within 3 to 5 business days
• Target app: You can also report missing orders directly through the Target app under "Orders"

Other Major Retailers

File a Carrier Claim

If the retailer refuses to help or directs you to the carrier, you can file a claim directly with the shipping company. This is a secondary path -- always try the retailer first -- but it can be effective for packages that show no tracking updates or show delivery in an impossible location.

USPS

• File online: Go to USPS.com and navigate to "Help" then "Missing Mail" or use the Missing Mail search request
• Missing Mail Search: USPS will search for your package at the local post office and delivery route
• Insurance claims: If your package was insured (Priority Mail includes up to $100 coverage), file an insurance claim online
• Time limit: File a claim within 7 to 60 days of the mailing date, depending on the service used
• Processing time: Typically 5 to 10 business days for domestic claims

UPS

• File online: Go to UPS.com, find your tracking number, and select "Report a Problem" or use the UPS Claims portal
• What to include: Tracking number, description of contents, proof of value (receipt or order confirmation), and photos of any damaged packaging
• Time limit: File within 60 days of the scheduled delivery date
• Processing time: Typically 8 to 10 business days
• UPS My Choice: If you are enrolled, you can set delivery instructions and get alerts that may help prevent future theft

FedEx

• File online: Go to FedEx.com, navigate to "Claims" under the Support section, or call 1-800-463-3339
• What to include: Tracking number, proof of value, and a description of the issue
• Time limit: File within 60 calendar days for domestic shipments, 21 calendar days for international
• Processing time: Typically 5 to 7 business days for straightforward claims
• FedEx Delivery Manager: Allows you to set delivery preferences, require signatures, and redirect packages

Credit Card Chargeback Rights

If the retailer will not help and the carrier denies your claim, your credit card is your next line of defense. The Fair Credit Billing Act (FCBA) gives you the right to dispute charges for goods and services you did not receive.

How It Works

Under the FCBA, you can dispute a charge when:

• You never received the item you paid for
• The item was significantly different from what was described
• You were charged incorrectly

Credit Card Disputes

• Time limit: You have 60 days from the statement date on which the charge appears to file a dispute with your credit card issuer
• How to file: Call the number on the back of your card, use your bank's mobile app, or log into your online banking and look for a "Dispute a charge" option
• Provisional credit: Most issuers will issue a temporary credit to your account while they investigate, typically within 1 to 10 business days
• Investigation: The bank contacts the merchant's bank, who contacts the merchant. The merchant must prove the charge was legitimate
• Resolution: Most disputes are resolved within 6 to 8 weeks

Debit Card Disputes

Debit cards offer fewer protections than credit cards, which is one of the key reasons to use credit cards for online purchases:

• Electronic Fund Transfer Act (EFTA): You have 60 days from the statement date to report an unauthorized or incorrect electronic fund transfer
• Liability limits: If you report within 2 business days of learning about the loss, your liability is capped at $50. Wait longer and it can go up to $500. After 60 days, you could lose the entire amount
• Provisional credit: Some banks voluntarily offer provisional credit during investigation, but it is not required by law the way it is for credit cards
• No chargeback mechanism: Debit card disputes go through the bank's internal process rather than the card network's formal chargeback system

FTC Rules That Protect You

The Federal Trade Commission enforces rules that give you specific rights when an item you ordered never arrives.

The FTC Mail/Internet/Telephone Order Merchandise Rule

This rule applies to almost all merchandise ordered by mail, phone, or online. It requires:

1. Sellers must ship within the stated timeframe. If the seller promises "ships in 3-5 business days," they must meet that promise
2. If no timeframe is given, the seller must ship within 30 days of receiving your order
3. If the seller cannot ship on time, they must notify you of the delay, give you a new shipping date, and give you the option to cancel for a full refund
4. If you do not respond to the delay notice, the seller has an additional 30 days to ship before they must automatically cancel and refund
5. If you exercise your right to cancel, the seller must refund your money within 7 business days for credit card charges, or one billing cycle for other payment methods

What This Means for Stolen and Missing Packages

The FTC rule technically covers orders that are never shipped, not packages that are stolen from your porch. However, it becomes relevant in several situations:

• The seller never actually shipped the item but marked it as shipped (this happens more often than you might think)
• The tracking number was never activated or shows no movement, suggesting the seller created a label but never handed the package to the carrier
• The seller is using the "delivered" status to avoid issuing a refund, even though the package was never actually delivered

How to File an FTC Complaint

If a retailer is refusing to refund you for an item that was never delivered and you believe they are violating the FTC rule:

• File online: Go to reportfraud.ftc.gov
• Include: The retailer's name, your order details, tracking information, and a summary of your communication attempts
• Result: The FTC does not resolve individual complaints, but they use complaint data to identify patterns and take enforcement action against repeat offenders

State Package Theft Laws

As of 2026, 11 states plus Washington, D.C. have enacted specific package theft laws that criminalize stealing delivered packages. While these laws primarily create criminal penalties rather than consumer refund rights, they can support your case when filing police reports or retailer claims.

States With Package Theft Laws

Why Filing a Police Report Matters

Even though fewer than 1 in 4 package theft victims report to police, filing a report can help your case in several ways:

1. Amazon and other retailers may require a police report number for high-value claims
2. Credit card disputes are strengthened by a police report showing you took the theft seriously
3. Law enforcement uses report data to identify theft patterns and deploy resources
4. Insurance claims (homeowners or renters insurance) require a police report
5. State package theft laws can only be enforced if victims report crimes

How to File a Police Report for Package Theft

• Call your local police non-emergency number (do not call 911 for package theft)
• Many departments accept online reports -- search "[your city] police online reporting"
• Provide: Tracking information, item description, approximate value, and the date you discovered the package was missing
• Ask for a case number -- you will need this for retailer claims and credit card disputes
• If you have doorbell camera footage, offer it to the police -- it significantly increases the chances of identification

Prevention: How to Protect Future Deliveries

According to SafeWise, 8 in 10 consumers who experienced package theft added some form of deterrent afterward. Here are the most effective strategies.

Delivery Management

• Use lockers and pickup points: Amazon Hub Lockers, UPS Access Points, FedEx Hold at Location, and USPS Package Lockers let you pick up packages on your schedule
• Require a signature: Most carriers allow you to require a signature for delivery through their free management tools (UPS My Choice, FedEx Delivery Manager, USPS Informed Delivery)
• Ship to your workplace: If your employer allows it, having packages delivered to your office eliminates the porch exposure
• Use Amazon Key / Smart garage delivery: Available in select areas, this allows delivery drivers to place packages inside your garage
• Consolidate deliveries: Fewer individual packages means fewer opportunities for theft

Physical Deterrents

• Install a video doorbell: Ring, Nest, and other doorbell cameras can deter theft and provide evidence if it occurs
• Use a lockbox or parcel box: Secure boxes like the BenchSentry or BoxGuard provide a place for carriers to leave packages that cannot be easily accessed
• Motion-activated lights: Illuminating your porch area makes it less attractive to thieves
• Security cameras: A visible camera pointing at your delivery area is one of the strongest deterrents

Smart Habits

• Track your packages actively: Enable delivery alerts via text or push notification so you know the moment a package arrives
• Retrieve packages promptly: The less time a package sits on your porch, the lower the risk
• Use delivery instructions: Ask carriers to leave packages in a less visible location (behind a pillar, on the side porch, etc.)
• Enroll in USPS Informed Delivery: Receive daily emails showing what mail and packages are scheduled to arrive so you know what to watch for

The Complete Action Plan: What to Do When Your Package Is Missing

Here is the priority order, from easiest and fastest to more involved:

| Priority | Action | Time to Do This | Expected Outcome | |----------|--------|-----------------|------------------| | 1 | Check tracking, look around, ask neighbors | Day of discovery | Package found nearby | | 2 | Contact the retailer | Same day or next day | Refund or replacement in 2-5 days | | 3 | File a police report | Within 1-2 days | Case number for other claims | | 4 | File a carrier claim | Within 2-7 days | Refund through carrier insurance | | 5 | Credit card dispute | Within 60 days of statement | Chargeback resolution in 6-8 weeks | | 6 | FTC complaint | Anytime after exhausting other options | Regulatory record; no direct refund |

Bottom Line

If your package is stolen or never arrives, the odds are strongly in your favor for getting your money back -- but you need to act quickly and follow the right order of operations.

Start with the retailer. Under FOB Destination terms that govern most online sales, the seller is responsible for getting the product to you. Amazon's A-to-Z Guarantee, Walmart's customer service, and Target's Guest Services are all set up to handle this exact scenario and typically resolve claims within days.

If the retailer will not help, file a claim with the carrier (USPS, UPS, or FedEx all have online processes). If that fails, dispute the charge with your credit card company under the Fair Credit Billing Act -- you have 60 days from the statement date, and consumers win the vast majority of disputes for undelivered goods.

For prevention, the combination of a locked parcel box and a video doorbell addresses the problem at its source. Using carrier pickup points eliminates the risk entirely. Eight in ten theft victims add deterrents after their first loss -- do not wait for it to happen to you.

The system is designed to protect consumers in these situations. The key is knowing your rights, documenting everything, and not letting short reporting windows pass you by.

Last updated April 20, 2026. Statistics sourced from the SafeWise 2025 Annual Package Theft Report. FTC rules referenced from the FTC Mail/Internet/Telephone Order Merchandise Rule (16 CFR Part 435). State laws verified as of April 2026.