What happens if a package wasn’t delivered but the tracking shows it was?Updated 2 days ago

Sometimes, a package may be marked as “Delivered” by the carrier, but your customer hasn’t received it. This can be frustrating, but we’re here to help. Here’s what you can do if a Knitwise order shows as delivered but isn’t in your customer’s hands.

1. Verify the shipping details

Please confirm with your customer that the shipping address on the order is correct. Small typos or outdated addresses are common causes of delivery issues. Double-check the street name, unit/apartment number, ZIP/postal code, and country.

2. Ask your customer to check nearby locations

Sometimes carriers mark packages as delivered before they’re physically dropped off, or they may leave them in a less obvious spot. Ask your customer to:

• Check around the mailbox, front door, back porch, garage, or building lobby.

• Ask neighbors or building staff (concierge, mailroom, security).

• Look for a “Delivery Attempt” or “Pick-Up” notice.

3. Wait 24–48 hours

Carriers sometimes preemptively update the delivery status. In many cases, the package is delivered within 1–2 business days after being marked as “Delivered.” We recommend waiting up to 48 hours before taking further steps.

4. Contact the carrier directly

Your customer can reach out to the carrier with the tracking number for more information。

5. What if the package is still not found?

If your customer is unable to locate the package even after following all of the above steps, you’ll need to place a new manual order to have the item reshipped.
Knitwise does not offer refunds or replacements for packages marked as delivered by the carrier.

Still need help?
Reach out to us at [email protected] — we’re here to assist you!