When your order is shipped, you will receive a shipping confirmation email containing your order number, product information, and tracking details (tracking number and shipping carrier).
Here’s what you can do if the parcel shows delivered but you didn't receive your order:
Step 1. Check your Package Delivery Details
- Use the tracking number to check the delivery details.
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Confirm whether the delivery address shown matches your original shipping address on the order.
For example, perhaps you may have used a company address, a family member’s address, or another alternate address.
Step 2. Look for Delivery Proof
After checking the tracking details, you may see Proof of Delivery (POD) information.
- Some carriers provide a photo of the package showing where it was placed, such as your doorstep.
- The tracking may also indicate if the parcel was left in a mailbox, locker, or is waiting for collection.
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Be sure to check common delivery spots, such as:
- Your mailbox
- Front door or garage
- With neighbors or building management
- In some cases, the carrier may leave your package at a nearby pickup station for you to collect.
Step 3. Contact the Local Carrier
If you still cannot locate your package, please contact the carrier directly to:
- Report the parcel as lost
- Request a lost parcel certificate (if available)
Step 4. Contact Reolink Support
Click "Submit a request" below to contact our support team and provide the following:
- Order invoice (purchase proof)
- A brief explanation of the situation and the steps you’ve already taken to find the parcel
- The lost parcel certificate (if you were able to obtain one from the carrier)
Once we review the information, we will open a claim with the carrier for investigation and, if confirmed, arrange a new shipment for you.