Help Center
Why am I unable to reship my returned items?
To ensure every item we ship meets our quality and hygiene standards, we do not restock or reship all returned products. While we hold most returned items for 30 days, any product that is not in resellable condition will be removed from stock and won't be available for reshipment.
Which items are ineligible for reshipment?
Items that have been opened or worn—specifically apparel like underwear, swimsuits, or baby bodysuits—cannot be reshipped. Because these items may come into contact with bodily fluids, we prioritize the health and safety of our customers by not putting them back into stock. Additionally, any returns that appear worn, used, or damaged during our inspection process will not be eligible for reshipment.
Note:
Some carriers may dispose of returns during transit, so not all returns make it back to us.
Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.
Where are returns sent?
By default, orders fulfilled at our facilities are returned to the corresponding location. In some cases, you can choose to use your own return address instead.
What are the default return addresses?
Here’s where return packages go based on the fulfillment center:
US & Mexico: 217 Wrangler Drive, Coppell, Texas, 75019
Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada
Latvia: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia
Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
UK: Air 50, Well Ln, Wolverhampton WV11 1XR, United Kingdom
Australia:
Apparel orders: 40 Tanimbla Street, Kedron, Queensland 4031
Non-apparel orders except phone cases: 338 Albert St, Brunswick VIC 3056
Phone cases: 6 Axis Crescent, Dandenong South VIC 3175
Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101
Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias - RJ, Brasil
Note:
If you display a return address on your website, add a clear disclaimer that it should only be used for product returns. We can’t accept other types of mail, such as letters or notices, and those will be sent back to the sender.
What happens when my return arrives at a facility?
You'll get an email once a returned package reaches our facility. Once the return is in our hands, we recommend checking in with your customer to see how they’d like to proceed.
If they still want the item, you can reship the order from your Dashboard → Returns → View your order → Change address → Continue to review & pay → Confirm order.
You can also update the order address directly from the email notification about the returned order.
Can I use my own return address?
You can set your own return address if:
It’s in the US
It’s not a PO box
Keep in mind, if you do this, you’ll be fully responsible for handling your returns.
To update your return address, go to:
Dashboard → Returns → Settings → Returns address → Change address → Submit.
Note:
For orders shipped via DHL, UPS, or FedEx, you can’t use your own address. These are always returned to our facilities.
Returns from fulfillment partners
If your order was fulfilled by one of our fulfillment partners, return handling might be a bit different. In these cases, we’ll include specific instructions in the email notification you receive once the return is processed.
Since the process can vary, please get in touch through our contact form or chat with us and we’ll help you with the next steps.
What if my order is lost in the mail?
Sometimes packages can get lost in transit, and we’re here to help if that happens. If your order doesn’t arrive and the tracking status hasn’t updated in a while, just follow our claim procedure—we’ll review the situation and help you resolve it.
When to submit a problem report
You’ll need to report the lost shipment within 30 days of the estimated delivery date. If the order is considered lost by the carrier and falls within this timeframe, we’ll cover the costs of reprinting and reshipping it.
Before we issue a reprint
To speed things up, we might ask you to help confirm a few details:
Check the shipping address.
Ask your customer to make sure their delivery address was entered correctly.
Contact the local post office to see if the package can be located.
What if the tracking shows it was delivered?
If the tracking shows the package was delivered but your customer reports they didn’t receive it, we’re not able to cover the cost of a reprint or reshipment.
However, you’re welcome to place a new order at your own expense if you choose to send a replacement.
You can find additional details in our Return Policy.
Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.
My order is being returned to sender—what should I do?
If your order is on its way back to us, don’t worry; we’ll guide you through what happens next. Orders are usually returned because the address couldn’t be delivered to, but there are other possible reasons too.
Why orders get returned
Orders can be returned for a few reasons, including:
An undeliverable address.
The package was unclaimed at customs.
It was refused or returned by your customer.
The parcel wasn’t picked up from a parcel locker or pick-up point.
Once the returned package arrives at our facility, you’ll receive a notification via email.
What happens next?
We recommend checking in with your customer to confirm whether the delivery address was correct and to understand how they’d like to proceed.
It’s also helpful to review the tracking information and check with the last-mile carrier to find out why the package was returned.
Returns are not prioritized by carriers, so we’re not able to guarantee specific delivery estimates. In most cases, they can take 2–4 weeks to be returned and processed at our facility.
After it's processed at our facility, you'll be able to reship the returned package from your Dashboard.
If your customer still wants the item, you have 30 days from the date we notify you of the return to reship it, either to the same or a new address.
How to reship a returned order
Go to your Dashboard.
Click on Returns.
Locate and click on the returned order.
Select Change address.
Enter the updated address.
Choose the preferred delivery method.
Confirm the order.
Note:
Shipping charges will apply if the order was unclaimed at customs, returned by the customer, or originally sent to an incorrect address.Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.
What if the order gets damaged in the mail?
If your order arrives damaged, we’ve got your back. We want to make things right as quickly as possible so you can stay focused on your business.
Report through your Dashboard
Go to your Dashboard.
Go to your Orders page and search using the order number.
Click on the order to open the summary.
Click Report problem at the bottom of the order.
Write a detailed explanation of the issue.
Upload clear photos of the damaged item. Make sure the whole item is visible.
Click Report problem.
Report by email
To report the issue, please reach out through our contact form or start a chat with our Support Team.
Include:
A clear photo showing the entire damaged item.
Your order number.
A short description of the issue.
Note:
A full photo of the damaged item is always required to assess the issue and offer a solution. Without it, we won’t be able to proceed with a reprint or any other resolution.
Once we’ve received your report and reviewed it, we’ll follow up with the next steps. If the damage qualifies, we’ll cover the reprint and shipping costs.
How long do I have to submit a return or exchange claim?
You have 30 days to submit a claim, but the exact timeframe depends on the issue.
For damaged, misprinted, or defective items
You must submit your claim within 30 days of receiving the product.
For packages lost in transit
Claims must be submitted within 30 days of the estimated delivery date.
Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.
What if my customer entered the wrong shipping address?
If your customer made a mistake with their address, you might still be able to fix it—as long as the order hasn’t been shipped yet.
How do I update the shipping address?
If the order is still being fulfilled, you can update the address directly from your Dashboard.
Once an order is marked as Shipped, the address can no longer be changed.
What happens if it’s too late to change the address?
If the package is already out for delivery, we can’t guarantee any changes.
That said, sometimes the local postal service can still deliver it if the mistake is minor, like a missing apartment number. The customer can try reaching out to their local carrier once the parcel reaches the final-mile carrier.
If they can’t deliver the order, it’ll be returned to us. Once the order is returned, we’ll notify you via email, and you’ll have 30 days to confirm the updated address for reshipping.
Note:
If the original address was incorrect, you’ll need to cover the shipping cost to resend the package.
What if the tracking says “Delivered,” but my customer didn’t get the package?
It can be frustrating when tracking shows “Delivered” but your customer says there’s no package. While we can’t cover the cost of reshipping in this case, there are still steps you can take to try to recover the order.
Why we can’t reship or refund
If the carrier marks a package as “Delivered,” we have no way to verify the claim that it wasn’t received. Because of this, we’re unable to cover reshipping or refunding the order.
What your customer can do
Before placing a new order, encourage your customer to:
Check around their property. Sometimes packages are left in unexpected places.
Ask others at the delivery address. A neighbor, housemate, or front desk may have accepted the package.
Contact the last-mile carrier directly. The carrier may be able to provide more detailed delivery information.
What you can do
If the package can’t be located:
Place a new manual order to reship the item to your customer.
Submit a claim with the carrier explaining the issue.
You may be able to recover some costs depending on the shipping service used.
While we can’t guarantee a resolution through the carrier, these steps are your best chance at recovering the shipment or getting compensation.