Why was my shipment request canceled?
We cancel a dispatch request when the package can't travel the way the request was set up, most often because we suspect batteries the carrier doesn't accept. Every reason, what you get back, and how to send the package again.
Usually because the package can't travel the way the request was set up. Most often we suspect that it contains batteries the chosen carrier doesn't accept. Other reasons are contents the carrier or destination restricts, missing HS codes, a remote-area surcharge and a suspended route. We usually email you the reason. You can then fix the problem and request dispatch again.
What happens after we cancel a request
- The package goes back to In warehouse, and its carrier selection is cleared.
- The shipping cost, insurance, any prepaid duties and taxes, and the dispatch fee are refunded to your balance.
- A $1 cancellation fee is deducted, unless the cancellation was our mistake.
- To send the package, choose a carrier again on the Shipping method tab and click Dispatch package. See How to dispatch a package.
We suspect the package contains batteries
If staff think your package contains lithium batteries that the chosen carrier doesn't accept, they cancel the request before it ships. The cancellation is a warning, not a final refusal. We warn you first because a carrier that finds batteries it doesn't accept refuses the shipment, and you don't get the shipping cost or fees back, even if the package never leaves the origin country.
- Check whether the package really contains batteries, including batteries built into a device or packed with it.
- If it doesn't, request dispatch again with the carrier you want, and contact us to tell us that the package contains no batteries.
- If it does, choose a carrier that accepts them. On the Shipping method tab, the Yes and No lines under each service show whether it takes built-in and stand-alone batteries.
For which carriers take batteries from which warehouse, see Can I ship batteries or devices with batteries?
The carrier or destination doesn't accept the contents
Carriers and destination countries restrict some goods, for example perfumes, which can't go by air from any warehouse, or spirits, which the Czech and German warehouses ship only within the EU with DPD. For some items, we ask you to choose another carrier or to confirm a different price before shipping. If staff have recorded restricted items on your package, the Shipping method tab lists them in an Important box together with the shipping options that can take them. You can also split the restricted items into a package of their own with a Split package request.
Check an item before you buy it or request dispatch. See Prohibited and restricted items.
HS codes are missing
When the package enters another customs territory, carriers and customs work with the HS code of each item in your content declaration. A missing code doesn't automatically stop the shipment, but it can delay it, or we may have to cancel the request and ask you to add the codes. Add an HS code to each item of the content declaration, then request dispatch again. See How to declare package contents.
The address is in a remote area
Some carriers charge a surcharge for remote delivery areas that wasn't included in your price. In that case we cancel the request, refund your payment and update the rates. Check the new prices on the Shipping method tab and request dispatch again. See How are shipping costs and service fees calculated?
The route was suspended
If a carrier suspends a route after you request dispatch, we have to cancel the request. For example, postal shipments to the USA are no longer possible from any of our warehouses, so postal services aren't offered for US addresses. Choose another carrier. See Suspended and limited shipping routes.
An envelope with cards was sent as a registered letter
Czech Post's international registered letter, which we use from the Czech and German warehouses, may carry documents only. An envelope with SIM cards, credit cards, gift cards or other items can't go as a letter, so we cancel the request, and it has to be sent as a parcel. If your envelope really contains only documents, contact us: we price it manually as a registered letter, which costs less than a parcel. See Why is my envelope priced as a parcel?
A Send a package order wasn't paid
Dispatch requests from your account are paid from your balance when you submit them. Without enough balance you can't submit one, so they're never canceled for non-payment. Orders placed on the Send a package page work differently: an order whose payment isn't completed is canceled automatically after 5 days. To send the package, place a new order and pay for it.
Still not sure why?
If the reason isn't clear, or you think the cancellation was a mistake, contact us. Include the package ID, what the package contains, and the email you received about the cancellation, if any.