My order is marked as delivered, but I have not received anything.

  Quick response  

If DHL tracking shows “Delivered” but you have not received your parcel, it is usually due to a safe-place delivery, a neighbour/reception delivery, or an incorrect scan.

• First, check the DHL delivery details and your surroundings.
• Most “delivered but not received” cases are resolved within 24 hours.
• Follow the steps below in order, without skipping any.

Important to know (before troubleshooting)

All Supernote orders are shipped with DHL
A “Delivered” scan can happen slightly before the parcel is physically handed over
Parcels may be left with a neighbour, reception desk, or in a safe place

Step 1 – Check the DHL tracking details

Open your DHL tracking and check the delivery information.

 Track my DHL shipment 

• Confirm the delivery date and time.
• Check whether DHL mentions a safe place, neighbour, or reception.
• Check the delivery address shown in the tracking (if available).

Step 2 – Check around your delivery location

Look for the parcel in common delivery locations:

• mailbox area / lobby
• front door / porch / garage
• safe place (if you have one)
• building reception or concierge
• parcel locker (if applicable)

Step 3 – Check with neighbours or building management

DHL may leave parcels with:

• a neighbour
• a reception desk
• a security desk
• a local pickup point (depending on the country)

Ask them if they received the parcel on your behalf.

Step 4 – Wait up to 24 hours (important)

In some cases, the “Delivered” status is scanned early and the parcel arrives shortly after.

• Wait up to 24 hours after the “Delivered” scan.
• Check again with neighbours/reception during this period.

What is NORMAL (and not a bug)

• The parcel arrives within a few hours after the “Delivered” scan
• Delivery to a neighbour or reception desk without prior notice
• Tracking updates appearing late in the day

These situations can happen with carrier deliveries.

When should you contact support?

Contact customer support only if:

1. you have completed Steps 1–3 and still cannot locate the parcel
2. more than 24 hours have passed since the DHL status changed to “Delivered”
3. DHL tracking shows delivery to an incorrect city/area
4. the parcel appears to be delivered but no proof of delivery is available

Remember to specify:

• your order number
• your DHL tracking number
• the delivery date/time shown by DHL
• what you have already checked (neighbours, reception, safe place)
• your destination city and country