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Help & Customer Service

# Reasons for Undeliverable Packages

There are many reasons that a package may be returned to us as undeliverable.

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.
Incorrect Address/Missing Information.
  The package is typically returned to us by the carrier or the unintended recipient if the address is incorrect, has typos, is missing information (such as an apartment number or ZIP code), or is outdated (such as a previous residence).
Address Format.
  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.
Secure Location.
  Your package may be returned to us if there is no safe place to leave the package at the point of delivery, where the package is safe from weather and is not visible to passersby.
Unable to Access.
  Your package may be returned to us if the carrier can't access the delivery location due to no access code, call box number, or buzzer information, and can't obtain the information after multiple attempts.
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.
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.

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