A package is considered undeliverable when it is either rejected by the customer or cannot be delivered due to causes beyond the control of UPS (i.e. address discrepancies, unable to locate an address, incorrect address, mail forwarding, etc.). UPS will be in contact with the customer to resolve this issue. There will be three attempts made to correct or schedule a pickup with your local post office* before it is returned back to the sender.
If you would like to have your package re-shipped once it is returned back to the sender, please contact our customer service team at 888-548-5822 Monday - Friday 9:30 a.m.- 3:30 p.m. to coordinate reshipment. If you would like to cancel your refused/undeliverable order, you will be responsible for return shipping costs and a 15% restocking fee will be deducted from your refund to cover the cost of processing your order.
UPS SurePost® is an economy, residential, ground service. This service combines the consistency and reliability of the UPS Ground network with final delivery typically provided by the U.S. Postal Service. Note: UPS My Choice® Members can upgrade a UPS SurePost package to UPS Ground for an additional fee.