The package is marked as delivered according to tracking, but it has not arrived

If a package is marked as delivered in tracking but cannot be found by you, this can often be clarified quickly. Often the shipment was left at a safe storage location or given to neighbors.

With the following steps, you can check the most common causes.

What you should check first:

1) Check typical storage locations

Packages are often left in safe places depending on the delivery situation.

Please especially check:

• in front of the front door

• in the stairwell

• in the basement or hallway

• at an agreed storage location

• near the mailbox / entrance area

A short delay between the delivery scan and the actual storage can also occur.

2) Briefly ask neighbors

Please ask your immediate neighbors directly if the package was left there.

In many cases, a shipment is left in the same building or at a neighboring apartment without this being immediately clear in the tracking.

3) Contact the shipping service provider

If the package is still untraceable, please contact the responsible shipping service provider directly.

This can often be checked there:

• whether a storage location was recorded

• whether the package was left with neighbors

• who made the delivery

• whether there are additional delivery notes

If the package is still untraceable:

If the package cannot be found despite checking storage locations, asking neighbors, and inquiring with the shipping service provider, please contact Catson Support.

To help you quickly, please send if possible:

• your order number

• the tracking number

• a brief note on what you have already checked

• if available: feedback from the shipping service provider

This way we can specifically examine the case and initiate the next steps with you.

Possible solution after review:

If the shipment remains untraceable despite clarification, we will review the case with you and take care of an appropriate solution.

Depending on the result of the check, this could be a replacement delivery or another suitable solution.

Catson note:

A delivery status in tracking does not always mean that the package is already visible at the expected location. Often it is at a storage place or with neighbors. A quick check can often clarify the whereabouts quickly.