My tracking says delivered but I haven't received my Huel order. What should I do?
If your Huel tracking information shows your Huel order as delivered but you haven't received your Huel parcel, check several locations and ask others before contacting Huel support. Most customers find their Huel order in one of these places or discover that someone else received it.
Step 1: Check safe places around your property for your Huel parcel
Your Huel parcel may have been left in a safe or secure location at your property. Check these locations for your Huel order:
Front porch or entrance area — Check steps, doorway area, and beside your front door
Back entrance — Check your back door, back patio, or back porch
Garage — Check inside or beside your garage, including any sheltered areas
Shed or outbuilding — Check any storage buildings on your property
Mailbox area — Check near or around your mailbox if the Huel parcel fit there
Under or behind items — Check under bins, planters, garden decorations, or benches
Side of property — Check along the side of your house or side gate where couriers may have accessed
With a note from the courier — Look for any note left by the courier driver indicating where your Huel parcel was placed
Step 2: Ask everyone in your household if they received your Huel order
Someone who lives with you may have accepted your Huel parcel without telling you.
Ask every person in your household if they accepted a Huel delivery on your behalf
Ask every person in your household if they remember seeing the delivery driver or a parcel being dropped off
Check inside your home in unexpected places — your Huel parcel may have been brought inside and left in a closet, garage, utility room, or other area
Step 3: Ask your neighbors if they accepted your Huel parcel on your behalf
If no one was home when your Huel order was delivered, the courier may have left your Huel parcel with a neighbor.
Ask your neighbors if they received a parcel for you
Describe your Huel parcel to your neighbors — tell them it's a food/nutrition order from Huel, describe the size and color of the box, and mention the delivery date
Collect your Huel parcel from your neighbor if they have it
Step 4: Check your Huel tracking for courier delivery notes or photos
Couriers sometimes mark packages as delivered before physically dropping them off. Your Huel tracking may contain information about where your Huel parcel was placed.
Open your Huel tracking link — Use the tracking link provided in your Huel delivery notification email
Look for delivery notes from the courier driver — These notes may describe exactly where the Huel parcel was left (e.g., "left in porch," "left with neighbor John")
Look for delivery photos — Many couriers take photos showing where your Huel order was placed
Go to that location if the tracking shows a note or photo indicating where your Huel parcel was delivered
Important details about missing Huel orders
Your Huel order may arrive in multiple parcels — If you ordered a large quantity or multiple Huel products, your Huel order may have been shipped in several boxes. Check your Huel tracking information to see if additional Huel parcels are still in transit or have been delivered separately at different times.
You must report missing Huel orders within 7 days — If your Huel parcel is still missing after checking all the locations above and contacting people in your household and neighbors, you must notify Huel support within 7 days of the delivery date shown in your Huel tracking. Missing Huel order claims reported after 7 days may not be investigated or covered.
Count 7 days from the delivery date — Start counting from the date your Huel tracking shows the parcel was delivered, not from the date you first noticed it was missing.
Your Huel parcel is still missing?
If you've checked safe places, asked your household members and neighbors, reviewed your Huel tracking details, and your Huel parcel is still missing, Huel support can help investigate.
Say "talk to a human" and have this information ready:
Your Huel order number
The delivery date from your Huel tracking
Your tracking reference number (if available from your courier)
A description of what you ordered (so we know if multiple parcels were expected)
A Huel specialist will investigate your missing Huel parcel and determine whether a replacement or refund is available.
Need further support?
If you have other questions about tracking your Huel order or what to do if your Huel parcel is missing, say "talk to a human" and our team will help.