My order is returned to the sender

If your order has been returned to the sender, here are some possible causes and solutions:

• Incorrect address:
  • Cause: The parcel carrier couldn't find the correct address. Delivery was attempted at least once, and most carriers will attempt two or more times before returning the shipment.
  • Solution: Once the parcel is returned to our warehouse, we can initiate a replacement shipment after confirming your shipping address.
• Unpaid customs duties:
  • Cause: Customs duties were refused or not paid in time. Parcel carriers will hold a package for five business days while waiting for import duties and fees to be paid. After this period, they return the shipment to us.
  • Solution: Contact us via the Wooting Hub to arrange a replacement shipment. If you are unwilling or unable to pay the import duties and fees for your country, let us know and we will refund your purchase excluding the accrued shipping costs. If you're unsure whether or not your package is expected to pay import duties, reach out to us to check.
• Carrier error:
  • Cause: The parcel carrier inexplicably returned the shipment without any indication as to why. Sometimes no information is given by the parcel carrier at all, and it just shows back up at our fulfillment center.
  • Solution: If we receive your shipment back to our fulfillment center, we will reach out to you directly to arrange a replacement shipment. If there's no clear reason why it was returned, we may elect to utilize a different parcel carrier.