Is your order on its way back to us?
Only if the tracking says that your order has been "returned to sender", or if the carrier has indicated via email that the parcel is returning to us, can we take action in a situation of this kind.
There are many possible reasons as to why this might have happened. The most common reasons are:
- Insufficient Address: missing information such as premises number, street, ZIP code, or apartment number.
- No Authorized Recipient Available: someone over the age of 21 was not present to sign and accept the parcel.
- Unsuccessful delivery attempts: three unsuccessful delivery attempts have been made.
If your order is on its way back to us and you'd still like it to be delivered to you, submit a ticket by clicking here and be sure to include your order number.
I put the wrong address, what now?
We cannot be held responsible for the miscommunication of your shipping address, we are unable to take any action until the order makes its way back to us.
Please note, carriers don't prioritize packages of this nature, and sometimes it can 2-3 weeks for us to get the order returned to our warehouse; however, in certain circumstances, we will be happy to credit your ET account for the cost of your order if we know it's on its way back to us so as to save you the hassle of having to wait for it.
Submit a ticket