If your Best Buy package is lost, first check the order in your Best Buy account and look at the carrier’s tracking page. Then contact Best Buy customer service at 1-888-BEST-BUY (1-888-237-8289) or through chat with your order number. Best Buy is the shipper, so it can open a trace with the carrier and decide on a replacement or refund. The carrier itself can’t do that for you.
Most “lost” Best Buy orders turn out to be one of three things: a delivery that was scanned early, a package left at the wrong door, or a shipment that’s stuck in transit. The steps below help you work out which one you have, what to say when you contact Best Buy, and what the carrier’s own rules allow.
Is your Best Buy package lost or just late?
Start with the tracking history, not just the status at the top. Best Buy hands orders to national carriers such as UPS, FedEx and USPS, and larger items may go out on scheduled delivery. Your order details show which carrier has the package and give you its tracking number.
| What tracking shows | What it usually means | Your next step |
|---|---|---|
| No movement for several days | Package may be stuck at a facility or mis-sorted | Contact Best Buy so it can ask the carrier for a trace |
| “Delivered,” but nothing is there | Early scan, wrong door, a neighbor, or theft | Search nearby and wait about a day, then contact Best Buy |
| Exception or delay scan | Address, access or weather problem | Read the reason and fix it with the carrier if you can |
| Return to sender | Carrier couldn’t deliver and is sending it back to Best Buy | Contact Best Buy about a reship or refund |
If the tracking page uses a scan you don’t recognize, our guide to UPS shipping, tracking and services explains UPS’s statuses. Our tracking services guide covers the other carriers’ tools.
What should you do first when a Best Buy package says delivered but isn’t there?
Do a quick physical search before you contact anyone, because many “delivered” packages turn up within a day. Carriers sometimes scan a package as delivered a little early or at the wrong spot on the route.
- Check the delivery details. Some carriers show a delivery photo or a location note such as “front door,” “garage” or “reception.” Confirm the address on the order matches yours.
- Search the property. Look at side and back doors, behind planters, in parcel lockers, the leasing office or your building’s mailroom.
- Ask household members and neighbors. Drivers sometimes leave packages next door, especially when the porch isn’t sheltered.
- Review camera footage. A doorbell or porch camera can show whether a driver came by and whether someone took the box.
- Give it about a day. If the package still hasn’t shown up by the next business day, contact Best Buy.
Timing matters, because waiting too long can make a claim harder to resolve. Our guide on how long to wait before filing an item-not-received claim explains how retailer and carrier windows work. If the carrier was FedEx, our walkthrough for when FedEx says delivered but there’s no package covers the carrier-side steps.
How do you report a Best Buy lost package?
Report it to Best Buy rather than only to the carrier, since Best Buy decides whether to reship or refund. You can call 1-888-BEST-BUY (1-888-237-8289) or use chat on bestbuy.com.
Have this ready so the agent can open the case on the first contact:
- Order number and the email or phone number on the account
- Carrier name and tracking number
- Delivery address, and the date tracking shows it was delivered or last scanned
- What you’ve already checked (neighbors, mailroom, camera footage)
- A police report number if you believe the package was stolen
Write down the case number, the date and the agent’s name. If the package was stolen after delivery, file a report with your local police department, since many of them take package-theft reports online. Best Buy’s options can depend on the situation and the item. Its agents may reship the order, issue a refund, or wait for the carrier’s trace results first.
Can you file a claim with the carrier yourself?
Sometimes, but usually you don’t need to. The shipper normally handles the claim, and that’s Best Buy here. It’s still worth knowing the carriers’ rules in case Best Buy asks you to work with the carrier.
| Carrier | Who can start a claim or search | Timing rule |
|---|---|---|
| UPS | Shipper, or the recipient as a guest on the UPS claims page | Within 60 days of the scheduled delivery date |
| USPS | Sender or recipient can submit a Missing Mail search | Starting 7 days from mailing |
| FedEx | Usually the shipper; recipients should contact the seller first | See FedEx’s claims rules |
The UPS process is covered step by step in our UPS claims and support guide. On USPS, the USPS Missing Mail search guide shows what to enter and when the search opens. Starting a carrier claim doesn’t replace your report to Best Buy. Best Buy still has to approve your refund or replacement.
How can you avoid another Best Buy lost package?
The surest fix is to take the doorstep out of the picture. These options cut the risk of loss or theft on future orders:
- Choose store pickup. Best Buy lets you pick up many online orders at a store, so the package never sits on a porch.
- Ship to a staffed address. A workplace with a reception desk or a building with a package room keeps deliveries off the porch.
- Use carrier delivery tools. Free carrier accounts let you add delivery instructions, get alerts and, on many shipments, hold the package at a carrier location.
- Be home on delivery day for expensive items. Higher-value electronics are the packages most worth meeting at the door.
If a package was stolen rather than lost, the carrier’s role is different. Our guide to a stolen UPS package explains what UPS will and won’t do after a delivery scan.
What if you need to ship an item back to Best Buy?
Returns and warranty exchanges bring the same risks in reverse, so ship with tracking and keep your receipt. For electronics, pack in the original box if you can. Cushion every side, and add insurance that matches the item’s value.
When you’re paying for the label yourself, ParcelPath offers free accounts with up to 85% off UPS and up to 89% off USPS. You can add Shipsurance coverage to the shipment. You can compare services for your box in the ParcelPath rate calculator, and our guide to shipping fragile items and valuables covers packing electronics safely.
Frequently Asked Questions
Who do I contact first about a Best Buy lost package?
Contact Best Buy first, at 1-888-BEST-BUY (1-888-237-8289) or through chat on bestbuy.com. Best Buy is the shipper, so it can open a trace with the carrier and decide whether to reship or refund. Check the carrier’s tracking and search around your property before you call, so you can say what you’ve already ruled out.
What if Best Buy tracking says delivered but I don’t have the package?
Check delivery photos or notes, search doorways, mailrooms and lockers, and ask neighbors. Carriers sometimes scan a package as delivered a little early, so give it until the next business day. If it’s still missing, contact Best Buy with your order and tracking numbers. File a police report if you believe it was stolen.
Can I file a UPS or USPS claim for a Best Buy order myself?
Often you can, though Best Buy usually handles it as the shipper. UPS lets recipients file as a guest within 60 days of the scheduled delivery date. USPS accepts Missing Mail search requests starting 7 days from mailing. Report the loss to Best Buy as well, since it controls your refund or replacement.
How do I keep my next Best Buy order from getting lost?
Choose store pickup when it’s offered, or ship to a staffed address such as an office reception desk or package room. Set up free carrier delivery alerts so you know when the package is out for delivery. For expensive electronics, being home on delivery day removes the biggest risk: a box left unattended on the porch.
Sources
- USPS, Missing Mail search requests.
- UPS, File a UPS Claim.
- Best Buy customer service contact information (bestbuy.com).
Part of our Tracking Services guide. Related: Smart Mail Tracking, Best Overnite Tracking, Arrival Scan Meaning.
