WHY IS MY PACKAGE NOT DELIVERED?
Packages returned to sender, disposed, donated or forwarded are considered as undeliverable. Please advise your customer to follow the tracking updates to quickly get support.
A package might be returned as undeliverable for several reasons:
The address is incorrect, illegal or outdated
Usually, the package is stored for a period that can vary depending on the courier who holds it and then returns it to the sender. Double-check the address carefully when placing your order. In rare cases, address labels may become impossible to read in transit. If that happens, the carrier will return the package to the sender.
You used a restricted address. The carrier attempted delivery but failed.
If you send the order to a prison, correctional facility, or other similar institution, the products and/or the carrier responsible for delivery may be subject to specific restrictions. Most of our carriers make more than one attempt to deliver a package. If they find that they can't successfully deliver your package, they'll return it to the sender.
The recipient refused the delivery.
A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake.
The package was damaged in transit.
If a package is damaged while it's on its way to you, the carrier may return it without attempting delivery
Customers are required, as a condition of delivery, to ensure that proper access is provided to mail receptacles. Proper access includes the removal of large accumulations of snow from the area around curb line receptacles and from sidewalks leading to door or other house‑mounted receptacles. Without such access, the safety of the carrier is jeopardized.
Mailbox blockage by a vehicle may also prevent the delivery of mail. According to our policy, the city or rural carrier should get out of the vehicle to make delivery if the mailbox is temporarily blocked by a vehicle. However, if the carrier continually experiences a problem in serving curb line or rural boxes where the customer is able to control on street parking, the postmaster may withdraw delivery service.
Dog on premises
Delivery service may be suspended when there is an immediate threat (including, but not limited to, threats due to loose animals) to the delivery employee, mail security, or postal property.
Delivery service may be temporarily withdrawn when animals interfere with our ability to complete mail delivery. Owners must confine their dogs during delivery hours and be notified promptly if service is suspended. Mail delivery will resume as soon as the Postal Service is confident the animal is no longer a threat.
Loose dogs can affect mail delivery for multiple addresses and an entire neighborhood.
Hazardous conditions / natural disasters
Mail delivery service may be delayed or curtailed whenever streets or walkways present hazardous conditions to our carriers and/or vehicles. The Postal Service™ curtails delivery only after careful consideration, and only as a last resort. We appreciate your understanding of our responsibility for the safety of our employees, as well as of our customers. USPS Service Alerts provide information to consumers, small businesses and business mailers about postal facility service disruptions due to weather-related and other natural disasters or events.
If your mail cannot be delivered because accumulated snow prevents the carrier from reaching your box, you may choose any one of the following alternatives:
- Arrange with a neighbor to receive your mail.
- Put up a suitable temporary mailbox (for example, a sturdy box).
- Meet the carrier at your box.
- Pick up your mail at your local Post Office™ location
Full mailbox / overflow
If a mail receptacle is deemed by the letter carrier to be full, the letter carrier will leave a "We ReDeliver for You" form (PS Form 3849) in that receptacle and return the overflow mail to the local Post Office™ location for pickup. The LPO will automatically hold accumulated mail for up to 10 days. After ten days, mail is returned to the sender. The recipient can get the overflow mail by:
Scheduling a Redelivery with PS Form 3849 - Someone must be available to receive the overflow mail when Redelivery occurs.
Picking up the overflow mail from the LPO listed on the Delivery Notice. You will need to bring a valid photo ID for pickup.
Persons responsible for road maintenance must be notified of road conditions obstructing the delivery of mail. If repairs are not made promptly, service may be withdrawn.
WHAT SHOULD YOU DO ON SUCH CASES?
We can't re-ship orders that carriers return to us as undeliverable due to incorrect address or the buyer refuses the delivery. If your customer still wants to purchase items that were undeliverable, they need to place a new order on our website.
If the package is returned in any unreasonable cases, you can create an issue for that order or contact our support team. We offer replacements or refunds requested for those situations. Find more about our replace/refund policies here
Updated on: 08/21/2023