What happens when a shipment is returned to the warehouse?
We always let you know when a shipment comes back. Usually it is added to your account as a new package marked RETURNED and isn't sent again automatically. Why parcels come back, what happens to the charges, how to ship again and what to send support.
We always let you know when a shipment comes back to our warehouse. Usually we add the returned parcel to your account as a new package marked RETURNED, with a new package ID. Nothing is sent again until you request a new dispatch and pay for it. Most shipments come back because of a delivery problem, such as an incorrect address or a parcel nobody collected, so find out why it came back and fix that before you ship it again.
Find out why it came back
The carrier's tracking usually shows the reason. Use the tracking link in the email Your package #… has been shipped that you got for the original shipment.
| Reason | What to do before you ship again |
|---|---|
| The address was incorrect or incomplete, or the recipient wasn't found | Correct your shipping address. See How to change shipping address. |
| Nobody collected the parcel from the post office or pickup point, or the recipient refused it | Make sure the recipient can receive or collect the next delivery in time. |
| Customs questions weren't answered or duties weren't paid | See Customs asked for information: what to do and Customs duties and taxes explained. |
| The carrier doesn't accept something in the package, such as batteries or hazardous goods | Choose a carrier that accepts it, or take those items out. See Can I ship batteries or devices with batteries? and Prohibited and restricted items. |
When the parcel is back
- Usually the parcel appears in Packages & Shipments as a new package with a new package ID, marked RETURNED. You can order services for it or request dispatch again.
- We always contact you about a returned parcel. You don't need to tell us that a return is on its way.
- If the carrier wants a fee before it gives the parcel back to us, which happens mainly with Hong Kong Post, we write to you first. You tell us whether you accept the charge and want us to collect the parcel.
What happens to the charges
Whether you get money back depends on why the parcel came back and on what the carrier refunds.
- Shipping cost: if we haven't paid the carrier for the shipment yet, we credit the shipping cost back to your balance automatically. If we have already paid it, we try to get it back from the carrier and credit it to you once we have it. Insurance and prepaid duties and taxes, if you paid for them, normally go back to your balance too.
- Dispatch fee: it is not refunded. If your plan has no dispatch fee, a $1 cancellation fee is charged instead.
- Carrier's return fee: if the carrier charges a fee for the return and the details you gave us caused it, for example an incorrect address, we pass that fee on to you.
- Our mistake: if the return was our mistake, the dispatch fee is refunded too, and you pay no cancellation fee and no return fee.
- Prohibited or hazardous goods: some returns are not refunded. For example, when Hong Kong Post returns a parcel because it contained prohibited goods such as batteries, it doesn't refund the shipping cost. Under our Terms, if a parcel comes back because it contained hazardous goods that the carrier doesn't permit, the shipping cost and processing fees are not refunded.
You can see each refund and charge in your transaction history. See Where to find invoices and transaction history.
Ship it again
The old dispatch request can't be reused.
- Fix the cause of the return, for example your shipping address or your content declaration.
- Open the package and choose a carrier on the Shipping method tab. Prices may differ from the first shipment.
- Request dispatch and pay for the new shipment: the shipping cost, plus the $5 dispatch fee on the Standard plan. See How to dispatch a package.
To estimate the cost first, use the shipping cost calculator.
Other options
You don't have to ship it again. You can also:
- send it back to the seller. See How to return a package to the seller.
- have it destroyed. See What can I do with a package I don't want?
- collect it yourself or hand it to your own carrier. See Can I collect my package in person or with my own carrier?
When to contact support
Contact us through Contact us if tracking shows the parcel was delivered back to our warehouse but it still isn't in your account 24 hours later (counting working days only), if you don't know why it came back, or if a refund or charge looks wrong. Include:
- the package ID, for example #1234A,
- the tracking number or tracking link of the returned shipment,
- what the tracking says about the return,
- what you want to do with the package: ship it again to the same or a new address, return it to the seller or have it destroyed.