The app says “Delivered”, there is a photo of your parcel sitting outside your door, and yet the corridor is empty. Having a parcel stolen in Singapore is less common than in many cities, but it does happen, especially in busy HDB corridors, walk-up apartments and landed homes where deliveries are left at the gate. The good news is that most cases can be resolved if you act quickly and keep good records.
This guide walks through what to do in the first hour, how to claim from the seller and the courier, when and how to make a police report, how CCTV footage fits in, and the habits that make your next delivery much harder to steal.
First Make Sure It Really Was Stolen
Before you file anything, rule out the everyday explanations.
- Check the delivery photo closely. Compare the door, gate, shoe rack and unit number with your own. If it is a different door, the parcel was probably misdelivered, which is a different problem. Our guide on what to do when your parcel is sent to the wrong address covers that route.
- Ask your household. A family member, helper or flatmate may have brought it in, or a neighbour may have taken it in for safekeeping.
- Look around the floor. Couriers sometimes leave parcels at the lift lobby, the riser cupboard, the letterbox area or the guardhouse.
- Read the tracking history. Note the exact time it was marked delivered. This narrows down any CCTV search later.
If none of these turn it up within a few hours, treat it as missing and start building your record.
Gather Evidence Before You Contact Anyone
Claims go faster when you can hand over everything in one message. Collect these before you start:
- Order number, item description and amount paid
- Tracking number and the courier’s name
- Screenshot of the “delivered” status with the timestamp
- The courier’s delivery photo, if there is one
- A photo of where the parcel should have been, showing your unit number
- Any messages with the seller or courier so far
Keep them in one folder on your phone. Write down the date and time you discovered it was missing, and who you have spoken to. If you later need to escalate, a clear timeline is very persuasive.
Claiming From the Seller, Platform and Courier
Who you contact first depends on how you bought the item. As a general rule, your contract is with the seller, and the seller’s contract is with the courier. That means the seller or the marketplace is usually your first stop, not the courier.
| Who to contact | When it makes sense | What to ask for |
|---|---|---|
| Seller or retailer | You bought directly from a shop’s website or store | A replacement or refund, and for them to open a claim with their courier |
| Marketplace or platform | You bought through an online marketplace with a dispute or “item not received” button | Raise the dispute inside the app before the protection window closes |
| Courier | The seller asks you to, or you sent the parcel yourself | An investigation into the delivery, including GPS data and the driver’s account |
| Card issuer or payment provider | The seller and platform will not help after a reasonable wait | Information on whether a dispute or chargeback is possible under their rules |
A few practical points:
- Act inside the deadline. Marketplaces usually have a fixed window after delivery for raising “not received” disputes. If you leave it too long, the order may auto-complete and release payment to the seller.
- Do not confirm receipt. Never tap “order received” on a parcel you did not get, even if the app nudges you.
- Be factual and polite. State that the parcel was marked delivered, that it was not received, and attach your evidence. Ask what their process is and how long it usually takes.
- Ask whether a police report is required. Some sellers, couriers and insurers want a report number before they approve a high-value claim.
- Check your card terms. If a dispute goes nowhere, your bank or card issuer can explain whether their dispute process applies. Policies vary, so ask them directly.
Making a Police Report
You can make a police report about stolen property online through the Singapore Police Force’s e-services on the official police website, or in person at a Neighbourhood Police Centre. For a theft that is not in progress, the online route is usually the most convenient. If you see someone taking parcels right now, or you feel unsafe, call 999.
When filing, include:
- Your address and the exact spot where the parcel was left
- The time window between “delivered” and when you noticed it missing
- A description of the item and its value
- The order and tracking numbers
- Whether CCTV may have covered the area
You will receive a report reference number to share with the seller, platform or insurer if they ask. The police decide how to follow up, but a report creates an official record and helps identify patterns if several parcels go missing in the same block.
A word of caution: if you get a call or message soon after, claiming to be from the courier or police and asking for card details, an OTP or a “redelivery fee”, stop. Read our guide to recognising parcel and delivery scams before replying to anything.
Using CCTV Footage the Right Way
CCTV can be very helpful, but it has to be handled carefully.
- Your own camera. If you have a doorbell camera or a camera inside your home pointing out, save the clip immediately before it is overwritten. Note the time stamp. Rules on corridor-facing cameras in HDB flats exist, so check HDB’s current guidelines before installing one.
- Town council or estate cameras. Many HDB estates have cameras at lift lobbies and common areas. Members of the public generally cannot simply ask for footage. If you make a police report, mention that cameras exist and the police can request footage as part of their investigation.
- Condo security. In a condominium, tell the management office or guardhouse quickly. Many estates keep footage only for a limited period. Ask about their process, which may involve the MCST (Management Corporation Strata Title, the body that manages a condo’s common property).
- Do not post faces online. Sharing footage of someone you believe took your parcel on social media can create legal trouble for you if you are wrong, or even if you are right. Give it to the police instead.
How to Stop It Happening Again
Once you have dealt with the immediate loss, a few changes to how you receive parcels can cut the risk sharply.
- Use parcel lockers or collection points. Many couriers and retailers let you pick a locker at checkout. Our guide to using parcel lockers and collection points explains how they work.
- Ship to your office. If your workplace accepts personal deliveries, this keeps parcels off your doorstep during the day.
- Choose signature or in-person delivery for anything valuable, even if it costs a little more or takes longer.
- Add delivery instructions. Ask the courier to call before arriving, or to leave the parcel with a specific neighbour you trust.
- Coordinate with neighbours. Agree to take in each other’s parcels when someone is away.
- Condo residents can ask whether the guardhouse or management office accepts parcels. See how to receive parcels safely in condos for ideas.
If parcels keep disappearing on your floor, let your town council or management know, and encourage neighbours who have lost items to make their own police reports. Multiple reports from one block give a clearer picture than a single complaint.
Losing a parcel is frustrating, but with quick action and a clear paper trail most shoppers get a refund or replacement. The habits above will make the next delivery far less tempting to anyone passing your door.
Official sources: Singapore Police Force