My OSleeve has been delivered but where is it?Updated a year ago

We both rely on shipment carriers to do their jobs to completion, but sometimes things go wrong during the process OR there are nefarious actors involved.

If you've received a confirmation that your OSleeve has been delivered, here are a few steps to ensure it finds you ASAP:

Steps to Find Your OSleeve Package

1. Check your order confirmation email and check the shipping address. Does that look correct and complete?
2. Double-check on or around your property including your mailbox. Our packages will typically fit in a standard mailbox but if the mail insert hole is quite small, the delivery person might have delivered it at the door step or somewhere they think is safe. Check those likely places. To help you, we've included a photo of what your package would look like, including relative size.
3. Do you have a doorbell camera? If so, look at the timestamp on your tracking to say when it was delivered and check that timestamp on your camera feed.
4. Ask around your immediate neighbors. Sometimes our packages get delivered next door or at a different unit number - this is quite common if you're in an apartment block or there are multiple units on the plot of land.
5. Reach out to your local delivery agent. Every country will have a different national post carrier. For the USA, it's USPS; for the UK, it's Royal Mail. If you put your tracking number into their websites, you might also get additional information that might be helpful.

If you still can't find your package, reach out. While we can't create miracles, we can also submit an inquiry with NZ Post from our end and send out another package for you. 

NZ Post Claim Process

When it comes to a claim, NZ Post will do its best to understand why your package wasn't delivered correctly. 

They'll often send out a mailer to that same address (to verify that indeed that is the correct address) to confirm that you never received your package. Once you confirm, it flags a delivery error or issue from their end which helps to improve delivery reliability and gives us a chance to be reimbursed for the network's error which pays for that second delivery to you.

What Your Package Looks Like

As mentioned above, here is what your package will likely look like at your door. We've provided a few photos below to show the relative size to a doormat and also our hands.

The package would look like a black DLE bag with a small box inside. If you've ordered more than 5 x OSleeves, there might be two boxes inside, which will change the length of the package but not the DLE courier pouch used. 

The approximate size is ~18cm x 10cm x 5 cm (or 7" x 4" x 2"). You can have a look a photos of what the package looks like here. It's relatively light. Less than 0.2kg (or ~0.4lbs)

OSleeve package sitting by the doorstepGeneral size of the OSleeve package in the hand

Width of the OSleeve package

This is the rear of the OSleeve package to help show sizing

We want you to receive your package safely. Because of a recent uptick in packages not arriving at their destination correctly, we are working on in-country shipment and using a different courier service. 

By April 2024, we hope to have resolved many of these current issues and make this whole process more delightful. At that point, the packaging used might look different so we will endeavor to update these images once that new system is implemented.