Short answer: If an item has already been delivered to you and you want to return it to the seller, it has to come back to our warehouse first. You can either ship it back to us yourself, or ask us for a quote with courier options. Once it's here, we handle the return to the seller.
Why it comes back to us first
The seller sold to a US address. Their return process expects the package to come from inside the United States, and most US sellers won't accept an international return or provide a label for one.
So a return after delivery has two legs: your country back to our warehouse, then our warehouse to the seller. The first leg is the one you arrange, and it's usually the bigger cost. Before you start, check the seller's return policy and confirm they'll take the item back — it's not worth paying for the return leg if the return window has closed.
Your two options for getting it back to us
Option 1: ship it back to us yourself. Use any courier you like in your country. This suits you if you have a good local rate, or if the item is small and light. Use the same warehouse address you shipped from, with your suite number, and let our support team know it's on the way so we can match it quickly when it lands.
Option 2: ask us for a quote. Contact our support team with the item, its weight and dimensions, and where it's coming from. We'll come back with a quote and the courier options available for that return, so you can compare before you commit.
Either way, tell us what the package is and what you want done with it once it arrives. That saves a round of emails at our end.
One thing to watch: a package sent to our warehouse from another country is an import into the US, so the courier may ask for import duty before it hands the package over. We contact you first and accept the package once you approve and pay. See "When a courier can't deliver a package to our warehouse".
What happens once it reaches our warehouse
From there it follows our normal US-seller return process. In short:
| Option | What you do | What you pay |
|---|---|---|
| You provide the label | Send us the seller's prepaid return label | $10 handling fee |
| We provide the label | Give us the seller's return address | Courier cost + $10 service fee |
A few things to know before you get there: a return form or authorization number isn't the same as a prepaid label, and we can't use QR-code returns that require someone to take the package to a drop-off point. For the full process, the timing and what to send us, read "Returning a package to a US seller".
Before you ship it back
- Confirm the seller accepts the return and note their deadline.
- Keep the original packaging and any paperwork — many sellers require it.
- Ask us for the quote first if you want to compare. It costs nothing to ask.
- Send us the tracking number for the return leg, so we can watch for it.
Common questions
Can you arrange the pickup from my address? Ask our support team for a quote with courier options for your return. We'll tell you what's available for your country.
Can I ship it straight to the seller from my country? Some sellers accept that, most don't, and their prepaid US label can't be used from outside the US. Check with the seller first. If they say no, send it back to us.
How much does the return leg cost? It depends on the courier, the weight and where you're shipping from. Contact our support team for a quote before you book anything.
What happens after it arrives at your warehouse? It's handled as a normal return to a US seller: $10 handling if you provide the label, or the courier cost plus $10 if we buy it. See "Returning a package to a US seller".
Can you hold the item instead of returning it? Yes. It goes back into your account like any other package. Tell our support team what you'd like to do with it.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].