If your tracking information shows that the package was undeliverable, returned to Austin, TX (where our warehouse is located), the mail carrier decided that the package could not be left safely at the address provided. This could be for a few reasons:
- Missing apt/suite numbers, or any part of the address
- Mailbox/Doorstep was inaccessible
- Mailbox/Doorstep was insecure
Unfortunately it's not up to us when this happens; it's at the discretion of mail carrier to decide whether your package can be left at the address provided at checkout. If he or she cannot leave it where addressed, they may set it up for you to pick up at the post office, or they will put back into the the mail rotation and send it back to our warehouse. Returned mail can take multiple weeks to reach us, and we have no prior warning when this happens. We only know there was an error when the package reaches us.
When we receive undeliverable packages, and the customer has not alerted us to a delivery failure, we retrace our steps and contact you for an updated shipping address to resend your order. If you're aware of the error while it's in transit LET US KNOW ASAP!