There are various rare issues that can occur during the return logistics process which may lead to a delay in the delivery of a return parcel back to your warehouse.
If a return has not been delivered within several weeks of the customer receiving a refund payment, we will initiate an internal investigation to determine the status of the package. Once we have established the status of the package, we may contact you for further information.
In the instance that your own carrier account has been used for label creation, we may reach out to you directly first prior to initiating an internal investigation. This might require assistance from you in opening the case due to potential restrictions we may have in accessing shipment details.
Please note that you are never obligated to accept a return if it has not been delivered successfully.