What is the cause of my shipment being sent back?

Posted on 2023-04-18 Updated on 2023-08-25

Delivery times are always estimated and never guaranteed. If you have any questions regarding the delivery of your shipment, please consult your tracking information for the latest updates. We understand that delays can occur, and we will do our best to process your shipments as quickly as possible.

Sometimes, a shipment may be returned for various reasons. These can include incorrect postage, incomplete or incorrect address, addressee not at address, mail unclaimed by the recipient, mail refused by the addressee at the time of delivery, or mail refused by the addressee after delivery (when permitted by the carrier). The carrier will attempt delivery and, if any of the above applies, the shipment may be returned to sender (RTS). The shipment will then be rerouted to the return address on the postage label. You can track the status of your return on your tracking page.

For U.S. shipments, ShipShop provides a default U.S. return address. However, if you have a U.S. address and want to manage your own returns, this address can be changed in your Settings. If you prefer not to receive undeliverable returns, you can update your settings to use our disposal address. Please note that if your shipment is deemed undeliverable for any reason, the postage will not be refunded and you will be responsible for any fees that incur to return the package.

For Canadian shipments, the default return address is a ShipSHop Hub address. This address cannot be changed in your Settings. Additionally, there is no return service for ShipShop International Tracked postage at this time.

Customer returns are also possible, where a customer receives their item but realizes they ordered the wrong size. In such cases, customers may create new postage for the return addressed to you, the sender. ShipShop return labels are an easy and flexible way to manage customer returns right from your Returns account. We charge a return fee to process customer returns or any Canadian shipments not originally sent through ShipShop. If you are using a ShipShop's U.S. return address for your U.S. customer returns, you will be required to submit a Power of Attorney document.

We do not permit the use of our U.S. return address for the purpose of importation. Only returns originally shipped through ShipShop will be managed and processed. All return shipments must be able to be associated with a ShipShop account (either with client ID or client account name). If a return is unidentifiable or cannot be associated with an account, it will be disposed of or rejected.

We thank you for your patience and understanding as we strive to provide the best service possible. For more information on how we can process your returns, please visit our website.

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