What should I do if my package was delivered to the wrong address or person?

If your Gemnote package was delivered to the wrong address or received by someone else, let us know in this chat as soon as possible so our team can investigate.

What information do I need to provide?

Please share as many of these details as possible:

Order number
Tracking number
Recipient name
Delivery address
Screenshot or photo of the delivery confirmation, if available
Any information from the recipient about the delivery issue

What happens next?

Our team will review the shipment details and, if needed, help file a claim with the shipping carrier.

Carrier investigations typically take 4–6 weeks, depending on the carrier and shipment details. We'll monitor the claim and share updates as they become available.

What if tracking shows delivery to the correct address?

If the carrier shows the package was delivered to the correct address but you can't find it, we recommend checking with:

Neighbors or household members
Front desk or building management
Mailroom or receiving area
Coworkers
Secure delivery areas around the address

Gemnote can help review the available tracking information. However, if the carrier confirms delivery to the correct address, the next steps may depend on the carrier's investigation and claim decision.

Need help with a misdelivered package?

Reply in this chat with your order number or tracking number and a brief description of what happened. Our team can review the delivery issue and help determine the next steps.

Need to talk to a person? Just type "chat with a human."

Live support is available Monday–Friday, 8am–4pm Pacific. Outside those hours, send your details here anyway — we'll pick it up as soon as we're back online.