An order may be marked as Returned to Sender (RTS) if the delivery cannot be completed. This can happen for several reasons, many of which are outside Subliminator's control.
If your customer's order is returned to sender, we recommend identifying the reason for the failed delivery before requesting a replacement.
Common Reasons for Returned to Sender Orders
Orders are commonly returned for one of the following reasons:
The recipient refused delivery.
The shipping address is incomplete, incorrect, or contains missing information.
The recipient was unavailable and the delivery location was closed.
The courier was unable to complete a redelivery after multiple attempts.
The package was not collected from the local post office or pickup location within the required timeframe.
What Should Your Customer Do?
If the package cannot be delivered, the customer should contact their local postal service or courier as soon as possible.
Depending on the carrier, they may be able to:
Arrange a new delivery attempt.
Collect the package from a local post office or pickup location.
Obtain more information about the delivery status.
Acting quickly gives your customer the best chance of receiving the package before it is returned through the postal network.
Can the Order Be Reshipped for Free?
In most cases, no.
Orders returned because of customer-related issues, such as:
Incorrect or incomplete shipping addresses.
The customer being unavailable to receive the package.
Refused delivery.
Failure to collect the package.
are not eligible for a free remake or reshipment.
Why Isn't the Returned Package Sent Back to Subliminator?
Most returned shipments are not physically returned to Subliminator. Instead, they remain within the carrier's postal network or are handled according to the carrier's return procedures.
Because the original product is typically not returned to us, we cannot automatically resend it at no cost.
Can I Request a Reshipment?
Yes. If you would like your customer to receive a replacement, you can request a new order at your own expense.
Whether you charge your customer for the replacement depends on your store's return and shipping policies.
Best Practices
To help prevent returned shipments:
Verify the customer's shipping address before fulfilling the order.
Ensure all required address fields are complete.
Encourage customers to monitor their tracking information.
Remind customers to collect packages promptly if pickup is required.
Ask customers to contact their local courier immediately if a delivery attempt is missed.
Frequently Asked Questions
Will Subliminator remake my order for free?
Orders returned due to customer-related delivery issues are not eligible for a free remake or reshipment.
Can my customer still receive the package?
Possibly. If the package is being held by the local carrier or post office, the customer may be able to schedule a redelivery or collect it before it is returned.
What if the shipping address was incorrect?
If the incorrect address was provided during checkout, a replacement order would need to be placed at your own expense.
What should I do if I need a replacement?
Contact the Subliminator Support team if you need assistance placing a replacement order or have questions about your specific situation.
If you have additional questions, please contact our support team through live chat or email.