Undeliverable Package

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund.

We are unable to re-deliver orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site.

If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 2 weeks from the estimated delivery date, please contact us.

Why Was My Package Undeliverable?

Our carriers may deem a package undeliverable for one of the following reasons:

Incorrect Address.

If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.

If a BFPO address is entered incorrectly, the package will not reach its destination.

To remove an outdated or incorrect address from your account, click the "Manage address book" link in My Account. Click either the Edit button or the Delete button above the address you want to change or remove.

Other Address Problems.

If the order is being delivered to a prison, there may be delivery restrictions associated with the items. These restrictions are determined by the penitentiary and may vary.

In rare cases, it is also possible that the address label became illegible during the delivery and handling process, or that the carrier made a mistake and left the package at a different address then what was printed on the label.

Failed Delivery Attempts.

Most of our carriers make more than one attempt to deliver a package. Certain packages will require a signature. If the driver feels it is best to obtain a signature and no one is present to accept the delivery, a delivery card will be left. If you do not contact the carrier to arrange a redelivery within the time specified on the delivery card, the package will be returned to us.

Refused by Recipient.

If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.