My International order is Returning to the United States. Why?

 

Orders that have "Returning to Sender" in tracking are often the result of an undeliverable address.  With very few exceptions, our shipping system will print a shipping label exactly as you wrote it in checkout.  Those exceptions are usually formatting the address properly for USPS mail code. 

Occasionally, tracking can show that a package is in the receiving country, but never reach its destination.  Eventually tracking will update to show that the shipment is back in the United States.  This could indicate that something did not allow the package to deliver locally.  

Common issues with international shipments that are returned include an undeliverable address, or failure to pay customs or VAT taxes. In checkout, we advise new customers to read our article Before You Checkout as it explains some of the responsibilities international recipients have.  

 If the address is deliverable, the post office will send a letter stating that a package is waiting and needs its customs fees paid.  If the address can't be delivered to or the VAT isn't paid, it could be returned to us.

We must first wait for your package to return to our warehouse. 

If and when the shipment is returned to us under such conditions as described above, staff will then notify you of your options to either re-ship or refund. We will also investigate if there are any discrepancies between the address provided to us, and the address printed on the shipping label.

I got one of those tracking messages? What are my options?

OPTION 1: I want my order reshipped

If you realized that a mistake in the address was entered upon placing the order, you can request to have it reshipped to you.  Note that a reship cost of the same amount paid at checkout will apply.  If you received free shipping as part of a promotion, you will now have to pay for shipping.

Please send a message to orders@focusattack.com with the subject ORDER XXXXX RETURNED TO SENDER: PLEASE RESHIP

In the message body, please include the corrected address.

We must first wait for your package to return to our warehouse. 

If and when the shipment is returned to us, staff will then notify you and submit an invoice through Paypal, which you can then pay via credit card or your Paypal account. We will repackage the order and ship.  You will receive a new tracking ID automatically sent via email from our shipping app.

OPTION 2: I want a refund

Please send a message to orders@focusattack.com with the subject ORDER XXXXX RETURNED TO SENDER: PLEASE REFUND

We must wait for your package to return to our warehouse.  When returned, we will inspect the package contents, inform you that the shipment is returned, then submit a partial refund to the payment card you used at checkout.  If you paid shipping, this is not included in the refund.

The address doesn't match what I entered. What will you do about that? 

 In your original shipping notification email, you will see the address that we used to ship your order.  As stated before, slight adjustments are made in formatting the address properly for USPS mail code. This is done automatically as part of a USPS standards verification system by our shipping app. 

However, if you notice that the address is quite different, or perhaps to another customer address, please feel free to contact us at orders@focusattack.com with the subject: ORDER XXXXXX RETURN TO SENDER: PLEASE INVESTIGATE. 

Please provide the address you entered at checkout, and our staff will review the address in our e-commerce system, and then our shipping app to see what differences there are.  If we find that the address was incorrect in the shipping app, we will issue a replacement shipment or full refund if international.

 

 

 

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