Returned to SenderUpdated a day ago

A parcel may be returned to us by the shipping carrier if it couldn't be successfully delivered.

This can happen for a number of reasons, including:

• An incorrect or incomplete shipping address.
• The parcel wasn't collected from a post office or collection point within the required timeframe.
• Delivery was refused at the delivery address.
• The shipping label was damaged or became unreadable during transit.
• The courier was unable to safely deliver the parcel.

If your tracking shows your parcel is being returned to sender, don't worry, our team will be happy to assist.

My Parcel Is Being Returned to ORTC

If you notice your parcel is already on its way back to us, please contact our Customer Care teamwith your order number.

While we're unable to stop a return once it's in transit back to our warehouse, we'll make a note on your order and discuss the available options with you once it arrives.

What Happens Once My Parcel Arrives Back?

Once your parcel has been received and processed by our warehouse, our Customer Care team will contact you to discuss the next steps.

Depending on the reason for the return, we'll be happy to assist with either:

• Re-shipping your order to the correct address (additional shipping charges may apply), or
• Processing a refund where appropriate.

Please note that parcels must first be received back at our warehouse before we're able to arrange a replacement shipment or process a refund.

Will I Need to Pay Shipping Again?

If your parcel was returned due to an incorrect shipping address, being unclaimed, or delivery being refused, additional shipping charges may apply if you'd like your order re-sent.

If you no longer wish to receive your order, we'll discuss the available refund options once the parcel has been returned to our warehouse.

How Can I Avoid a Returned Parcel?

To help ensure a smooth delivery, we recommend:

• Double-checking your shipping address before placing your order.
• Monitoring your tracking updates regularly.
• Collecting your parcel promptly if it's taken to a local post office or collection point.
• Responding to any delivery notifications from the shipping carrier.