Intelcom tracking status

Intelcom says delivered but no parcel: what to do

The short answer

Take action

The driver marked your Intelcom parcel as delivered, yet it is not with you. If it was not handed to you, a delivery photo should have come by email, and drivers sometimes hide parcels behind objects to stop theft, so search using the photo.

When to act: If you have searched using the photo and it is still missing the next day, file a complaint and we send it to Intelcom.

Also shown as: “Delivered”

What to do now

Open the delivery photo in your email and compare the spot with your home, including behind anything in the picture.
With no photo, look around your property and in the mailroom.
Ask your household and next door neighbours, and the front desk if you live in a building.
If you do not recognise the spot in the photo, look at nearby addresses with the same number or street.
Keep the photo, the delivered email, your tracking number and your order number.
Still not sorted? File your complaint here. We write it with you and send it to Intelcom, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

Intelcom, or Dragonfly outside Quebec, says that if your parcel was not handed to you directly, you should have received a delivery photo by email. Using the photo, it says to check around the delivery spot, including behind objects in the picture such as planters or furniture. With no photo, it says to check your property and the mailroom, because the driver may have hidden the parcel to prevent theft. If you do not recognise the spot in the photo, the parcel may be at the wrong address.

'Delivered' only tells you what the driver marked, and a marked parcel can still go astray. One Amazon buyer who shared their case says the driver's photo showed several parcels at the door, but not theirs. Intelcom also says it does not know the contents or value of a parcel.

Why it happens

It was hidden nearby to protect it, behind a planter or furniture
It was left in a mailroom or with building staff
It went to the wrong address, and the photo may show that
A neighbour or someone at home accepted it
Someone took it from the spot where it was left

What usually happens next

Nothing further will show in tracking. If your search finds nothing, it is in most cases for the seller to put right, as the seller chose Intelcom. On an Amazon order people report getting a credit or replacement from Amazon, though one says Amazon restricted their account after they reported a missing parcel.

Other Intelcom statuses

Out for deliveryNormal
Delivery postponedKeep an eye on it
Delivery attemptedTake action
Tracking not updatingKeep an eye on it
Ready for pickupTake action
Sorry, your package was undeliverableTake action

All Intelcom statuses →

Who is responsible for a late or missing parcel from Intelcom?

If you bought online from a business, the seller hired Intelcom, or Dragonfly as it is called outside Quebec, and is its customer, so when an order is late, lost or missing it is in most cases for the seller to put right with a replacement or a refund. Intelcom says it delivers for merchants and does not know the contents or value of a parcel, and it points damage and missing items to the merchant. On Amazon orders, people who share their experience got the credit or replacement from Amazon, though one says Amazon restricted their account after they reported a missing parcel.

If you sent the parcel yourself, note that Intelcom sells its shipping to businesses, from retailers and logistics firms to smaller companies, and its website terms cover only the website. We found no published terms for a private sender, so a business shipping with Intelcom goes by its own contract.

Questions about “Delivered, but not received”

Intelcom or Dragonfly shows delivered, but my parcel is not here. What now?

Check the delivery photo in your email and search that spot, including behind objects. Look in the mailroom and ask neighbours. If it is still missing the next day, file a complaint here and we send it to Intelcom.

I did not get a delivery photo from Intelcom. Why?

Intelcom says a photo comes by email when a parcel was not handed to you directly. If none came, it says to check your property and the mailroom, because a driver may have hidden the parcel.

The Intelcom photo shows the wrong house. What now?

That can mean the parcel went to the wrong address. Look at nearby homes with a similar number first. If you cannot get it back, file a complaint here and we send it to Intelcom.

Who has to sort out a delivered Intelcom parcel that is missing?

For an online order, in most cases the seller, which hired Intelcom to deliver it. Intelcom itself says it does not know a parcel's contents or value.

Based on

Intelcom: Frequently asked questions (delivery postponed, delivery hours, safe places, tracking errors, text messages, instructions form)
Dragonfly Shipping: Frequently asked questions (name change, Intelcom kept in Quebec, names may coexist, same status words as Intelcom)
Intelcom FAQ: What should I do if I can't find my package?
Intelcom FAQ: Report an issue with your delivery (lost, stolen or undelivered package)
Reddit r/amazonprime (shared experience: marked delivered by Intelcom, parcel not in the photo, Amazon restricted the account)
Trustpilot review of Intelcom (shared experience: on hold after about 3 failed attempts, returned to the supplier)
Dragonfly Shipping: About (Intelcom as parent company, independent delivery partners)
Dragonfly Shipping: Small and medium businesses (shipping sold to businesses)
Intelcom: Terms of Use (website only)