Why is my delivered package not in my account?

Most likely the warehouse hasn't finished processing it yet. "Delivered" means the carrier handed the package over; our staff still have to identify it and add it to your account, which usually happens within one working day. If it is still missing after that, the most likely cause is an incomplete label, and support can find the package if you send the details listed below.

The package is still being processed

• Staff match each incoming package to an account by the name and suite number on the label, then add it to that account.
• When your package is added, you get an email: Package #… just arrived at your Tiptrans box.
• This usually happens within one working day of delivery. Weekends and public holidays don't count, and it can take longer after holidays. See Processing times explained.

Other causes

The label is missing your name or suite number

Without them, the package can't be matched to your account. We still accept it and keep it among unidentified packages for 30 days, waiting for its owner to contact us. Finding it by hand takes longer and can cost an identification fee. See What if the label is missing my name or suite number?

The package is in your account but hidden by a filter

In Packages & Shipments, check that the filters show Active packages and all warehouses. The list can be set to Archived or to one warehouse. If you have more than 20 packages, you can also type the tracking number into the search box.

The carrier delivered while the warehouse was closed

Our warehouses are closed on weekends and public holidays. When a closure is coming up, your account shows a Holiday closure notice next to the warehouse address. If the carrier tried to deliver while we were closed, for example on a weekend, you don't need to do anything, even if you got a delivery notification: carriers automatically try again on the next working day. See Warehouse opening hours and contact details.

The package went to a pickup point, a locker or another address

Then it never reached the warehouse. Ask the sender or the carrier to redirect it. In some cases we can collect it for you. See Can Tiptrans collect a package for me?

The warehouse could not accept the package

Each warehouse accepts packages only from certain origins. For example, the China warehouse accepts only packages sent from mainland China, and no warehouse accepts plants. Tea rules differ by warehouse; see Prohibited and restricted items. Packages that a warehouse doesn't accept are not added to any account. See Which Tiptrans warehouse should I use?

When to contact support

Contact us if the carrier shows the package as delivered to the warehouse and it is still not in your account after one full working day. Send everything in one message through Contact us:

• the warehouse the package was sent to,
• the carrier that delivered it,
• the tracking number, ideally as a tracking link, so we can see where and when the carrier delivered it,
• the sender (shop or seller), if you know it,
• your customer ID (suite number) and the name and address as they were written on the order,
• anything else that helps identify it, such as its size, weight or contents.

Staff then look for the package among the unidentified ones and add it to your account, and you get the usual arrival email. If we couldn't identify the package from its label, the identification fee applies.