Introduction
Return-to-Sender (RTS) happens when a shipment can’t be delivered to the customer for various reasons—maybe the address was incorrect, the recipient refused the package, or no one was available to receive it. In this article, we’ll walk you through what happens when an order is marked RTS, how it’s handled on our end, and what you can do to resolve the issue quickly and smoothly.
If something is returned, where does it go, and do we receive an update?
Returned packages are sent to the local warehouse. However, redelivery is not guaranteed in all cases and is only possible within the same country or region.
Typically, returned packages arrive at the local warehouse within 7 to 60 days. If this happens, we will notify you and confirm whether you'd like the package redelivered or if the customer needs to provide an alternate/complete shipping information.
In most RTS cases, we recommend asking the customer if they want to place a new order (if they need the order right away), so we can reship it from the Portless warehouse. Note that Portless will not cover the cost if the return is due to any of the following reasons:
- Insufficient or invalid address
- Multiple failed delivery attempts (recipient unavailable)
- Failed delivery due to the customer being unreachable