Short answer: A shipment that comes back to us always costs more than the original leg, and those extra charges are billed to you. The best protection is a reachable address and a local phone number, plus keeping an eye on your tracking so you can act on the first failed attempt.
Why you want to avoid a return
Sending a package back from the destination country costs more than the original shipment did. Nothing else in the forwarding process is as expensive for as little benefit. So the goal is simple: make sure the package can be delivered the first time.
A refused or undeliverable package can carry several costs, and they land on your account:
| Cost | Notes |
|---|---|
| Destination return, abandonment or storage fees | Charged by the carrier or a local warehouse abroad |
| The original outbound shipping cost | Not refunded |
| Return shipping back to us | Charged by the carrier that brings it back |
| Re-storage at our warehouse | Once the package is back with us |
| Duty the carrier charges back to us | If duty was owed on the original shipment |
Not every case hits every line — it depends on how far the package got and what the carrier charges. If a returned package isn't resolved within 30 days, we treat it as abandoned.
How to keep a delivery from failing
- Check the address before you ship. Include the house or building number, and make sure the postal code is there. See "Your Address Book: adding and checking delivery addresses".
- Use a local phone number. If anything comes up in customs, or the courier needs to arrange delivery, they contact the recipient. A local number is the one most likely to be answered.
- Make sure someone can receive it. If the recipient will be away, pick an address where the package can actually be handed over.
- Watch for a remote area notice. If your address card shows one, the destination sits outside the courier's standard delivery zone. The remote-area fee varies by courier and is typically $40–$50.
What the courier does when delivery fails
If the courier can't hand the package over, it tries to reach the recipient by email or phone. That's why the contact details on the address matter so much — a wrong or unreachable number is where most failed deliveries turn into returns.
If the courier can't reach the recipient, it may contact us as the shipper — but that doesn't always happen, so it isn't something to rely on. Follow your tracking number yourself rather than waiting to hear from anyone. See "Tracking your shipment: statuses, carrier hubs and customs holds".
What to do if tracking shows a failed attempt or "return to sender"
Act the same day if you can. Once a package is formally on its way back, the return leg is already running.
- Contact the courier directly with your tracking number. They hold the package and they're the only ones who can reschedule, hold it at a depot, or redirect it locally. This is the fastest route.
- Contact our support team at the same time, with your tracking number and what the tracking page says. We'll work it from our side as the shipper.
- Fix whatever caused it. If the phone number was wrong or the address was incomplete, give the correct details to the courier straight away.
Changing the delivery address after dispatch
It's possible, but not free. The courier charges us about $20 on average to change an address in transit, and that amount is passed on to you. The exact charge varies by courier. If you need a change, contact our support team with your tracking number and the correct address as early as you can — the further along the shipment is, the harder it gets.
Common questions
How much does it cost if my package comes back to you? More than the original shipment. The exact amount depends on the courier and the destination, and any extra charges are billed to your account.
Will you tell me if the courier can't deliver? The courier contacts the recipient first, by email or phone. It may also contact us as the shipper, but not always. Follow your tracking number so you see a failed attempt as soon as it's posted.
The tracking says "return to sender". Can I stop it? Sometimes, if you move quickly. Call the courier with your tracking number right away, and contact our support team in parallel.
Can I change the delivery address after my shipment has left? Yes, but there's a charge. The courier bills us about $20 on average and we pass that on. Contact support with the tracking number and the new address.
The package came back to you. Can I ship it again? Yes. Contact our support team once it's back with us, fix the address details that caused the problem, and we'll help you send it out again.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].