Sometimes Deliveries Don't Go as Planned
While our drivers do their best to complete every delivery, occasionally things don't work out. Here's what happens and what you can do.
Common Reasons for Failed Delivery
Access Issues
Gate or buzzer code didn't work
Building locked with no way to contact you
Driver couldn't find the entrance
Recipient Unavailable
No one home to accept the delivery
Couldn't reach you by phone
Incorrect phone number provided
Address Problems
Address doesn't exist or is incomplete
Location inaccessible by vehicle
Weather or Safety
Severe weather conditions
Unsafe location or situation
What Happens When Delivery Fails
We Try to Reach You
If the driver encounters an issue, they'll attempt to contact you. Keep your phone handy on delivery day!
Rescheduling Options
Depending on the situation, we may:
Attempt redelivery on the same day
Reschedule for another day
Hold the item for pickup at an alternate location
If We Can't Complete Delivery
When a delivery truly can't happen, we'll:
Notify you of the situation
Return the item to the seller
Process a full refund of your payment
Avoiding Failed Deliveries
Before Your Delivery
Double-check your address is complete and accurate
Verify your phone number
Add helpful delivery instructions
On Delivery Day
Keep your phone nearby with ringer on
Make sure building access info is correct
Be available during your time window if possible
Clear Instructions Help
Add notes like:
"Ring unit 205 if no answer at door"
"Package can be left at door if not home"
"Call me when 5 minutes away - I'll come down"
If Your Delivery Failed
Check Your Email
We'll send details about what happened and your options.
Contact Us
If you have questions or want to arrange an alternative, reach out through our chat or email support.
Refund Timeline
If a refund is needed, the hold on your card is released immediately. It may take 5-10 business days to appear on your statement, depending on your bank.
Questions?
We know it's frustrating when deliveries don't work out. Our team is here to help find a solution.