We've Got You Covered
Our couriers do their best to complete every delivery, but occasionally things come up. Here's what happens and how we'll help.
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
How to Help Ensure a Smooth Delivery
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 on your delivery day 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"
What to Do Next
Check Your Email
We'll send you details about what happened and your options.
Reach Out
Have questions or want to arrange an alternative? Our support team is here to help -- just reach out through chat or email.
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?
If something didn't go as expected, don't worry -- our team is here to help find a solution. Reach out anytime.