Proof of delivery is the record a carrier keeps to show that a package was delivered. Depending on the carrier, it may include a photo showing where the parcel was left, delivery notes, or signature details.
Why does proof of delivery matter? If your tracking says delivered but you haven't received your package, the proof of delivery helps our team review your case:
- If it confirms successful delivery to the correct address, the order is considered fulfilled and isn't eligible for a refund or replacement.
- If there's evidence of an incorrect delivery or delivery irregularity, or the carrier can't provide proof of delivery, we'll issue a one-time free replacement for the order.
How do I get it?
- Find your local tracking number. Your local carrier and local tracking number are shown on our tracking page: https://tobioskits.com/apps/parcelpanel
- Contact your local carrier. As the recipient, ask whether proof of delivery is available and what it shows. Carriers can often only share delivery details with the recipient. See our article "Why you (the recipient) must contact the local carrier — and why we can't do it for you"
- Compare the details. Check the photo or address against your home, and check the shipping address on your order confirmation, including any apartment or unit number.
Then contact us Email us at info@tobioshop.com and include:
- Your full name.
- Your order number.
- A screenshot or copy of the proof of delivery.
- Anything else the carrier told you.
If the photo shows a different house or no parcel, see our article "The delivery photo shows a different house, or no parcel. What should I do?"