The Carrier Says Delivered, but I Cannot Find My Order
Check the delivery location and address first, then send Van Gogh the order and tracking details for review.
Quick answer: Check the full property, household members, building office, and nearby delivery locations. If the order is still missing, contact Van Gogh with the tracking number.
Check common delivery locations
- Front, side, or back entrance
- Mailbox or parcel locker
- Garage, porch box, or protected area
- Apartment or building office
- Reception desk or mailroom
- Household member who may have brought it inside
- Nearby neighbor when the carrier photo or scan suggests a different doorway
Confirm the address
Compare the order confirmation with the intended address, including apartment, suite, or unit number. An incomplete or outdated address can change the available resolution.
Save the carrier information
Take a screenshot of the delivered status, delivery date, carrier photo if shown, and tracking history. Do not discard the order confirmation.
What Van Gogh will review
Customer Support will verify the shipment, address, product, and carrier status. Depending on the circumstances, Van Gogh may request carrier investigation, address confirmation, or replacement review.
Important: Do not place a replacement paid order before Van Gogh reviews the missing shipment. A duplicate purchase can complicate the correction.
Still need help?
Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.
Please include:
- Order number
- Tracking number
- Student’s full name and school
- Complete shipping address
- Carrier delivery date and status
- Screenshot of tracking or delivery photo
- Locations already checked
For your security, never send a full card number, security code, banking password, or account password.