AliExpress says Delivered, but the parcel is missing? Check likely delivery spots, find the actual US carrier, request available delivery proof and report non-receipt inside the affected order. A tracking scan alone does not settle what happened or guarantee a refund.
- Check: timestamp, doors, mailbox, locker, household and reception.
- Find the carrier: compare AliExpress/Cainiao with the final-mile tracking number.
- Get evidence: available photo, address confirmation and carrier case number.
- Open the order claim: explain the facts and attach relevant records.
- Follow up: monitor the decision and protect payment-provider deadlines.
1. Check where the parcel could be
Read the delivery event's date, time, location and tracking number. Confirm the destination address, apartment or unit and ZIP code. Then check front and rear doors, mailbox, garage, parcel lockers and sheltered spots. Ask household members, neighbors and building reception whether they accepted it.
If there is a delivery photo or signed handoff, compare it with your entrance and authorized recipients. Tracking services can update at different times: save any mismatch instead of assuming an early scan will fix itself. Keep a dated note of your checks.
2. Find the actual US delivery carrier
AliExpress or Cainiao can show the international journey while USPS, UPS, FedEx or another company handles the last mile. Open the order's shipping details and copy every parcel number, including any number added after a handoff. Use the carrier's official website; your AliExpress order number is not the parcel tracking number.
If the carrier name or local number is missing, ask the seller or platform to identify it. For broader number and handoff explanations, see our AliExpress tracking guide.
- USPS: its Delivered guidance recommends checking delivery spots, lockers and building management. If an eligible parcel is still missing more than one postal business day after that scan, submit a service request for the local Post Office. This is a USPS process, not a general waiting rule.
- UPS: Tracking Support directs a Delivered-but-missing parcel to its claim process. Ask the seller to assist if shipper action is needed.
- FedEx: check available picture proof, then follow Manage Delivery → Report Missing Package. The report flow provides a case number after submission.
For another carrier, use the support route on its own site. A marketplace summary cannot replace its delivery record. Do not let carrier checks run past the deadline displayed in your AliExpress order.
3. Request useful proof of delivery
Ask for whatever exists: delivery photo, signature or handoff information, stated location, confirmation that the parcel was addressed to you, or a written explanation of a scan mismatch. Get a case number and retain the response. Not every shipment has a photo or signature, and carriers may withhold GPS data or another recipient's private details.
Wrong address? Compare the photo with your doorway, building or mailbox. Ask the carrier to investigate and confirm the mismatch in writing if possible. It may be able to confirm the parcel was not for your address without revealing where somebody else lives. Let the carrier handle retrieval; do not enter another property.
Apartment handoff? Check reception, lockers and permitted access records. A mailroom drop, a misdelivery and theft after correct delivery are different situations. Report only what the evidence supports.
4. Open the AliExpress missing-package claim
Use the account that placed the order. Find the affected purchase and parcel, then select its available refund or after-sales route, such as Return/refunds. The wording, reasons, eligibility, response deadlines and appeal controls vary. Follow your own order screen rather than a universal countdown from a forum.
- State that tracking says Delivered but you did not receive the parcel.
- Answer receipt and reason questions truthfully. Do not confirm receipt to unlock a claim or select an inaccurate reason.
- Attach the tracking comparison, available delivery proof and carrier response.
- Save the submission confirmation. Check the case for evidence requests, response dates and its decision.
Keep messages and evidence inside the platform, with backup copies. A seller chat is not necessarily a formal claim, and a promise to wait does not extend the displayed deadline. If the form asks you to return goods you never received, seek clarification through order support.
Copy-and-edit message: Order [number] shows Delivered on [date/time], but I did not receive it. The final carrier is [carrier], tracking [number]. I checked [locations] and opened carrier case [number]. Its response says [exact finding]. Please review the attached delivery evidence and order record.
What evidence should you save?
| Save | Get it from | Why |
|---|---|---|
| Order, item and paid amount | Order/payment record | Identifies the purchase |
| Both tracking histories | AliExpress/Cainiao + carrier | Shows numbers, dates and mismatches |
| Available photo/signature | Carrier delivery tools | Helps check the location or handoff |
| Carrier case and reply | Carrier support | Documents the investigation |
| Household/building checks | Dated notes or staff response | Explains what was checked |
| Claim and decision | AliExpress case | Preserves the reason and evidence requests |
Crop unrelated details from shared copies, while keeping enough information to match the shipment. Retain originals privately; avoid posting another person's name, address or delivery label publicly. An empty-doorstep photo alone cannot establish what happened to a parcel.
For each screenshot, keep the tracking number, event date and source visible. A short sequence showing the marketplace result beside the carrier result explains a mismatch better than several cropped images with no identifying context.
Does Fast Delivery mean an automatic refund?
Not for every Delivered scan. AliExpress's August 17, 2026 US announcement describes two separate situations:
- No delivery confirmation: eligible Fast Delivery orders can request refunds automatically approved upon submission after the applicable window: 20 days after shipment for US-stocked products or 30 days for cross-border products.
- Delivered but not received: certain eligible claims receive simplified handling using platform tracking, order and seller information. This can reduce requested documentation; it is not a blanket automatic refund.
The Fast Delivery terms tie benefits to participating products and the displayed conditions. Late-delivery coupons, damage, loss in transit and non-delivery protections are distinct. Read the benefit on your order. Free Return is a separate program; our US returns and refunds guide covers general refund procedures.
Which situation matches your parcel?
| Situation | Best next step |
|---|---|
| Wrong address | Request carrier mismatch confirmation; attach it to the order claim. |
| Incorrect/premature scan | Ask the carrier to verify; save any corrected record. Do not assume tomorrow's delivery. |
| Apartment/mailroom handoff | Check staff, locker and access records; report an inaccessible or missing parcel accurately. |
| Cainiao Delivered, local carrier not Delivered | Save both pages and ask the platform to reconcile the local number and event. |
| Carrier confirms correct-address delivery | Review available photo, signature and household checks; report the facts without assuming theft. |
| Possible theft after actual delivery | Preserve records and report suspected theft to the carrier, platform and appropriate local channel. Recovery is not guaranteed. |
If AliExpress rejects the claim
Read the exact rejection reason and answer the evidence gap. Use an appeal or support option if displayed, and add any carrier update. Preserve the original evidence rather than opening contradictory claims. If delivery to the correct address is confirmed, explain why the parcel remains missing; do not relabel suspected theft as proven misdelivery.
Contact your payment provider about its available options and deadline when needed. If a refund arrives while a provider case is active, tell the provider to avoid double recovery.
US credit-card timing: check this separately
For a covered consumer credit-card billing error involving goods not delivered as agreed, Regulation Z §1026.13 requires the written notice to be received at the creditor's designated billing-error address no later than 60 days after it transmitted the first statement reflecting the alleged error. Electronic notice counts only through an issuer-specified accepted method.
This clock does not start from an AliExpress rejection or delivery scan. Merchant contact is not a prerequisite for this statutory notice, so do not wait for a platform appeal to finish if the issuer deadline approaches. Keep copies and pay undisputed charges; see CFPB billing-dispute guidance. Debit cards, wallets and BNPL have different rules. No payment method guarantees a successful claim.
Reduce the chance of another missing parcel
Check the unit and ZIP code, enable delivery notifications, collect parcels promptly and consider secure delivery or hold options offered by the carrier. Review our US shipping guide for destination checks and the AliExpress safety checklist for seller and account precautions.
FAQ
Should I wait before reporting it?
Check the carrier's guidance while protecting the order and payment deadlines. The USPS service-request timing above does not apply universally.
Must there be a delivery photo?
No. Availability depends on the shipment and service. Ask for other available delivery information if there is no photo.
What if I cannot find the local tracking number?
Ask the seller or order support to identify the final carrier and number. Save the original tracking record.
Does a Delivered scan prove theft?
No. It may involve an unlocated handoff, a mismatch or actual delivery. Investigate before drawing a conclusion.
Should I close a claim because the seller promises a refund?
Keep the resolution inside AliExpress. A promise alone is not the same as a recorded refund decision.
Sources and methodology
Checked October 15, 2026, for US buyers. Official AliExpress, USPS, UPS, FedEx and CFPB references are linked near the relevant claims. No live dispute was opened or tested; order-specific controls and deadlines must be checked in your own account. Illustrations are explanatory, not real claim screenshots. Location checks, evidence organization and message templates are PMCODE practical guidance.