It can be very frustrating to see a “Delivered” status when your package is nowhere to be found. If this happens, please don’t worry just yet—most “missing” packages are located within 24 hours.

Please follow these steps to help locate your beautiful Oh Canvas artwork:

1. Take these 3 quick steps first

Before contacting support, please check the most common places where packages “hide”:

• Check the “Safe Places”: Look around your porch, garage, under stairs, behind large plants, or even under a doormat. Carriers often hide packages to prevent “porch piracy” or to protect them from weather.

• Ask Your Household & Neighbors: Check if a family member, roommate, or neighbor picked it up for you to keep it safe without mentioning it.

• Wait 24 Hours: Some carriers (especially USPS and DHL) occasionally scan a package as “Delivered” when it reaches the local sorting hub, but the actual physical delivery happens the following business day.

2. Verify your Shipping Address

Go back to your Order Confirmation email and double-check the shipping address you provided.

• If there was a small typo (e.g., the wrong apartment number), the package might have been left at the building’s main office, a central mailroom, or with a concierge.

3. Contact the Local Carrier

The local courier who handled the “last mile” of your delivery will have the most accurate information, including the GPS coordinates of exactly where the package was dropped off.

• USPS: Contact your local post office directly.

• DHL/FedEx/UPS: Use their official “Missing Package” or “Claim” tool on their website using your tracking number.

4. When to Contact Oh Canvas Support

If you have completed the steps above and 24 hours have passed since the “Delivered” status appeared:

• Email us at [email protected].

• Provide your Order ID and a brief note confirming that you’ve already checked with neighbors and the local carrier.

• Our team will open an internal investigation. If the package is confirmed lost by the carrier, we will discuss Replacement options with you immediately.

5. [IMPORTANT] Reporting Deadline

Please report any missing “Delivered” packages within 7 days of the marked delivery date. After this 7-day window, carriers often close their investigation files, making it extremely difficult for us to file a claim or offer a free replacement.