Troubleshooting Undelivered Packages Marked as Delivered
If you are experiencing an issue with a package that shows as delivered but you have not received it, here are some helpful tips on how to resolve the situation effectively:
General Steps to Locate Your Package
Verify the Shipping Address: Double-check the shipping address used for the delivery to ensure it is correct and up to date. If the address is incorrect, contact Joy Support for further assistance.
Check Nearby Locations: Check with neighbors, building managers, or others who might have received the package on your behalf. In multi-unit residences, packages are occasionally delivered to the wrong unit.
Deliveries to UPS access points: Check your tracking history to see if the package has been left at a UPS access point.
Review Tracking Information: Use the tracking link provided to check the latest delivery status of the package. If available, review delivery photos or other details from the courier. If unclear, you can raise this information with Joy Support for further clarification.
Steps for Registry Items Purchased Through External Retailers
If the item was purchased through a direct link to an external retailer (e.g., Casper) on the Joy registry, follow these steps:
Contact the External Retailer: Reach out to the external retailer directly to verify the order details. Use the order number provided in your registry for accurate tracing. Joy does not sell or directly fulfill transactions for external retailer gifts. If the retailer has no record of the purchase and you did not receive an order confirmation or payment receipt, it’s likely the transaction was not completed.
Coordinate with the Gift Purchaser: Politely request the order number and tracking details to assist in locating the package. If they cannot provide this information, it is possible the item was marked as purchased on the registry but was not checked out.
Escalating the Issue to Joy Support
For unresolved cases, involve Joy Support. Provide the following details:
Issue Description and Details: - Include the item description and exact order details, such as the order number or tracking status. These details allow the support team to investigate effectively and assist further. Joy may offer a replacement shipment, store credit, or even refund the gift giver, depending on the situation. Ensure you specify your preferred resolution.
Expected Outcomes: If Joy ships a replacement, expect delivery within 5-10 business days (up to 15 business days in some cases). The support team may assist with filing claims with couriers such as UPS if the package is determined to be lost.
Still have some questions?
Ask us directly! Click on the black and white chat bubble in the bottom-right corner of this page to ask us your questions, or you can email us at support@withjoy.com. You’ll get a friendly response from someone on our team! 🙂