Knowledgebase: Shipping & Tracking
Package returned due to incorrect/bad/undeliverable address
Posted by Jamie M. on 16 December 2014 07:59 PM

There are rare times when packages are returned to us due to one of the following:

  • An incorrect address provided to us by customers
  • Shipping carrier mistakes
  • Undeliverable situations such as "no mail receptacle" or other hindrances preventing delivery of the package

These instances, and other variations of it, are handled on a case-by-case basis.  However, please keep in mind that these occurrences are rarely our fault, so we can only do so much to help remedy the situation.

First, all packages are addressed using the exact address provided to us by you (the customer).  Whether this is provided to us on our website or a 3rd party marketplace such as Amazon, we still do not make any modifications to the address we print on the shipping label.  Therefore, please always make sure that it is accurate and up to date.

In cases where you (the customer) unintentionally provide the incorrect address where the package is returned to us, we will attempt to contact you via e-mail and phone so that we can verify your shipping address and make another attempt to re-ship your package.  Please note that at the point of contact, we will quote you a price on how much it will cost to re-ship your package.  If you took advantage of free shipping on your original order, we still would have to charge another shipping fee in order to pay the carrier to make another delivery attempt.

If you would rather not have us re-ship your package and instead have us process it as a return, our normal return policy would be applied, which states:

"We charge a 20% restocking fee for all returns in order to cover processing.  We charge a 20% restocking fee for all returns in order to cover processing.  The restocking fee is charged on the cost of the merchandise only.  Shipping fees, if any, are non-refundable."

If non-delivery occurs due to a mistake having to do with the shipping carrier, we will contact you and the carrier to assist in sorting out the mishap.  We would appreciate your prompt cooperation in these matters so that we can hopefully arrive at a positive conclusion.

Sometimes package delivery is hindered due to circumstances carriers deem to be unsafe, such as having no mail receptacle at the delivery address, pets they encounter, non-visible house or business numbers, new housing development, etc.  There are a number of instances that can come up that is out of our control and left up to the man or woman physically making the final delivery to your address.

The majority of the time, they will try and leave a notice at the premises instructing the recipient on what needs to happen next.  It is important that if you receive one of these notices that you follow the directions carefully or your package may be returned to us after 3 failed delivery attempts.

If by chance your package is ultimately returned to us through no fault of our own, we will contact you via e-mail and phone to try and redeliver the package to you.  Depending on the situation, we may have to assess another shipping fee if we ourselves have to ship it back out.  Or, you may opt to return it all together, in which our normal return policy applies.

We will attempt to contact you for at least 2 weeks, concerning any of the scenarios above.  If we are unsuccessful in our attempts, we will have no choice but to process your order as a normal return.  At that time we will issue the appropriate credit back to your payment account along with an e-mail and/or phone call (or voicemail) to notify you.

Please note that not all scenarios are covered here and outcomes can differ based on the certain conditions.  It is our goal to do our best to work with you depending on the circumstances at hand.

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