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Undeliverable Packages
Occasionally packages are returned to us
as undeliverable. When UPS or the Postal Service returns an undeliverable
package to us, we email you telling you about the situation. Both
UPS and the Postal Service charge us for shipping the package
back to us and we pass on the charge when it is not our error.
UPS will not return a package as undeliverable
if they can contact you, sometimes through us, for clarification
of the address. If the address was entered incorrectly into our
shopping cart system you will be charged a $5 redirect fee for
the parcel. If UPS is unable to reach you, within a one week period,
they will ship the parcel back to us. The shipping charge to have
the package returned to us is equal to the original charge for
shipping for your order. When we have received the parcel back
we will continue to try to contact you. In order to get the package,
you will not have to pay the redirect fee, you will have to pay
the shipping for another round trip. If you decide at this time
you do not want the parcel you will receive a credit for the amount
of the parcel contents minus the second shipping charge and our
restocking charge. The restocking charge is the greater of $3
or 10% of the product value. Depending on the documentation that
goes with the returned order you may also be charged a $30 brokerage
and handling charge. The bottom line is that your package will
cost 3 times the shipping amount to receive if this happens.
For these reasons it is very important that you double check
your address and include a valid phone number.
The Postal Service will not go out of their
way to try to contact anyone. They will simply ship the parcel
back with a one line note as to what was wrong with the address.
Typical notes are "no such address", "no apt number",
"no such person" etc. If the address was entered incorrectly
into our shopping cart system you will have to pay for the shipment
twice again in order to receive it. When we have received the
parcel back we will try to contact you. For parcels shipped using
the postal service, we do not get a notice of a problem until
the parcel arrives back here. You will have to pay the shipping
for another round trip in order to get the package. If you decide
at this time you do not want the parcel you will receive a credit
for the amount of the parcel contents minus the second shipping
charge and our restocking charge. The restocking charge is the
greater of $3 or 10% of the product value. Depending on the documentation
that goes with the returned order you may also be charged a brokerage
and handling charge.The bottom line is that your package will
cost 3 times the shipping amount to receive if this happens.
For these reasons it is very important that you double check
your address.
If you suspect your order cannot be delivered
as addressed and you have not received confirmation of its return
after 4 weeks from the estimated delivery date, please contact
us.
Why Was My Package Undeliverable?
Incorrect Address.
If the address is incorrect or outdated, the package is typically
returned to us. Please double-check your address carefully when placing a new order.
To remove an outdated or
incorrect address from your account, click the "Change Address
Details" link under the Customer
Service.
Failed Delivery Attempts. UPS makes three attempts to deliver a package.
It is generally up to the driver's discretion to determine whether
a signature is required. If the driver feels it is best to obtain
a signature and no one is present to accept the delivery after
three attempts, the package may be returned to us.
Refused by Recipient. If you change your mind about ordering after your
order has shipped, and refuse the package, all of the above listed
charges will apply to your returned parcel. Depending on the documentation
that goes with the order you may also be charged a $30 brokerage
and handling charge.
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