If you have received an email from PBS telling you that USPS has recorded a book you requested as having been delivered to your address, but you did NOT get the book, this means that USPS has scanned a book sent to you with PBS Printable Postage with tracking as "delivered".

-and/or-

If a member contacts you to report that USPS has recorded delivering a shipment to you, this means that USPS has scanned a package sent to you with tracking (maybe bought from PBS, maybe bought elsewhere) as "delivered".

If you have not received the book, the possibilities are:

• The book has been misdelivered


• The book has arrived at the PO, but hasn't been delivered to your address yet.

• USPS has mis-scanned the barcode and entered "delivered" erroneously.

What should you do if this happens?

• Look at the scan information on the Details of the transaction on your My Account page (or at USPS.com) to see the location of the "delivered" scan - sometimes USPS scans "delivered" when the book is returned to the sender.
• If the scan shows delivery to your location, you should act fast and:
  • discuss this with anyone in your household who may have taken in the mail (maybe the package was placed somewhere and hasn't been noticed  yet, or even opened)
  • discuss this with your mail carrier (perhaps s/he will recall the package and where it was actually delivered), 
  • discuss this with neighbors on either side of your, as well as any neighbors who may have gotten your mail in the past, and
  • discuss this with your local PO (the book could be sitting in your Post office, waiting to be collected by you); they need to know that there was a misdelivery, so that they can track down the package and also prevent it from happening again. You can provide the tracking number to them, and submit a report of mail loss to be investigated by them.
• You can also contact the sender, who can contact USPS as described in the Help doc A book I sent has been called 'lost in the mail'!  who can also report the misdelivery from her/his end, and try to have USPS locate the package. You can contact the sender by clicking the PM (Personal Message) button on the transaction for the book in your account.
  • If the book is still listed as "en route" to you, the transaction will be on your En Route to Me tab on your My Account page. If the book has been declared lost in the Mail by our system already, it will be in your Transaction Archive (linked from My Account).

If you have had more than one package scanned as "delivered' but you have not received it: 

• you should stop requesting books, put your Wish List on hold with no items set to auto-request and contact us for help with the situation.

If you had this book sent to an alternate address, perhaps you got the address wrong - or there might be a problem with the mail delivery to this address. 

• You should check the address to be sure it is correct
  • you can see the address on the active request on your My Account page.
  • If it is a friend's address, check with the friend to be sure that the address is correct.
• If you made an error in the address, you should mark the book received since it was sent in good faith to the address you provided.
• If the address was correct but the package was not delivered, you should be sure not to use that address again unless the problem with the mail delivery to that address has been corrected (you should discuss this with your PO if it is an alternate address for you; you should tell your friend to discuss this with his or her PO if it is the address of a friend).