Return to Sender (RTS) Orders

Return to Sender (RTS) Orders

What is a Return to Sender (RTS) order?

A Return to Sender (RTS) order is a package that the shipping carrier is unable to deliver and is returned to our production facility. This can happen for several reasons, including:

  • An incomplete or incorrect shipping address
  • The recipient refusing the package
  • The package being unclaimed
  • Delivery issues identified by the shipping carrier

Can I receive a refund for an RTS order?

No. Because every product is custom-made to order, orders that are refused upon delivery or returned as undeliverable are not eligible for a refund.

Can my order be reshipped?

Yes! Once the returned package has been received by our facility, we can reship your order.

Who pays for the reshipment?

The cost of reshipping the order is the responsibility of the store owner. Since the original order was produced and shipped as requested, a new shipping label must be purchased to send the package to the correct address.

What should I do if my order is returned?

Please contact our support team once the package has been returned to our facility. If you would like the order reshipped, we'll be happy to arrange it after the reshipment shipping cost has been paid.

How can I avoid RTS orders?

To help prevent Return to Sender shipments:

  • Double-check your customer's shipping address before submitting the order.
  • Ensure apartment, suite, or unit numbers are included when applicable.
  • Encourage customers to monitor tracking and contact the shipping carrier if there are delivery issues.
  • Verify that the recipient is able to accept deliveries at the provided address.

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