Where's My Stuff?
About Missing Tracking Information
Sometimes tracking information won't be available.
Here are some reasons why tracking information may not be available:
- The first package scan may be upon arrival at a regional hub near the destination. This is common when shipping volume is high and packages are processed in bulk. Until this first scan, the carrier may not acknowledge receipt of the package.
- The first package scan may not be until delivery.
- Some shipments, such as Standard International shipments, are not trackable.
Reasons for Undeliverable Packages
There are many reasons that a package may be returned to us as undeliverable.
***Item was sent Thai Priority Mail with Signature Confirmation.***
If this item is unclaimed after 7 days then it will be returned to the Thailand post office.
Returns and Exchanges Policy
Item is too big for a P.O. Box.
Some items are too big to ship to a P.O. Box and must be shipped to a street address.
If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient.
If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please enter the box number as "PO BOX" followed by the number. Also, if you're a private mailbox holder (use a local commercial mail receiving agency), do not use "Box" for your mailbox number, instead use # or PMB. This will ensure that your address is not mistaken to be a P.O. Box, and that orders can ship to you via means other than the U.S. Postal Service.
Other Address Problems.
If the order is being shipped to a prison, there may be delivery restrictions associated with the items or shippers. These restrictions are determined by the penitentiary and may vary. For more information about shipping to prisons, go to About Shipping to Prisons. Many items can be shipped to Department of State addresses, however, some cannot and will be returned as a result. For a full list of shipping restrictions at a specific DOS address, please contact the DOS facilities staff at that location or review the DOS restrictions beginning on page 26 here:http://www.state.gov/documents/organization/88704.pdf
Failed Delivery Attempts.
Most of our carriers make three attempts to deliver a package. Packages that contain more than $1300 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. After three attempts, the package will be returned to us.
Damaged During Transit.
If a package is damaged on its way to you, the shipper may return it to us without attempting delivery.
Other Transportation Problems.
Packages can be sorted to the wrong carrier or labels can be damaged such that the carrier is unable to determine the correct delivery address.
Refused by Recipient.
If a recipient is not expecting a package, they may refuse it if they believe it was sent to them in error.