Articles on: SHOPPERS

What happens if my item is delivered to the wrong location?

If you believe your item was delivered to the wrong location, we know how frustrating that can be—especially when you were expecting it at a specific address or within a certain delivery window. Please contact UniHop Support as soon as you can. We’ll review the available delivery details, investigate promptly, and guide you toward the best possible resolution based on what we’re able to confirm.

Details

If a delivery shows as “delivered” but the item isn’t at the correct drop-off spot (for example, wrong unit, wrong building, wrong entrance, or a nearby address), Support can help by reviewing the delivery information available for that order.

If proof of delivery is available—such as a delivery photo or delivery confirmation—Support may review it as part of the investigation to better understand where the item was left and what may have caused confusion.

To help us resolve things faster, it’s helpful if you can share:

the correct drop-off address (including unit/apartment number, suite, building name, and any landmarks if relevant)
any delivery instructions you provided (gate code, call box info, “leave at front desk,” “deliver to concierge,” “leave at door,” etc.)
anything that could realistically cause confusion, like similar building names, multiple entrances, rear vs. front doors, or leasing office vs. unit door

What happens after we investigate?

Once we’ve confirmed the delivery was made to the wrong location, UniHop will take action to help get the item to you as quickly and safely as possible. Depending on the situation and what’s feasible:

We may contact the assigned driver to correct the delivery and bring the item to the correct drop-off location, especially if they’re still nearby or the delivery can be quickly corrected.
If needed and available, we may dispatch another driver to help retrieve the item from the incorrect address and deliver it to the correct address, particularly when time matters and a second trip is the fastest path to resolution.

Because every location and scenario is different, the exact next step can depend on access, safety, and what can be confirmed from delivery details—but we’ll walk you through what we’re seeing and what we recommend next.

Helpful tip to prevent mix-ups: If possible, keeping your phone available during the delivery window can really help—especially for apartment buildings, gated communities, offices, or locations with special entry steps. Sometimes a driver just needs a quick confirmation (like which entrance to use or where to leave the item), and being reachable can prevent delays and reduce the chance of a wrong-door drop-off.

What's next?

Contact Support and share:

your order details
the correct drop-off location
any helpful access or instruction notes (gate code, building entry steps, unit/suite number, concierge/front desk instructions)

The sooner you reach out, the sooner we can review the details and help get things back on track.

Updated on: 04/13/2026

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