If a package was marked as delivered, but the patient did not receive it, we need to do a bit of investigation to see if the package may be located. Please review the following steps with the patient.
- Confirm the address on the package is correct and complete. (Was it missing an apartment number? Is the patient a resident at the address provided?)
- Check with any household members to see if they may have collected the package.
- Check in and around the mailbox, at the front or back door, or any other locations where packages may sometimes get delivered.
- If they live in an apartment building, please check the mailroom or with any admin staff to see if they have the package.
- If you live in a household, please check with neighbors to see if the package was misdelivered.
- Check the proof of delivery photo to see if it is a location that they recognize.
If the order is not located, we can definitely help with a replacement order.