Failed delivery attempts
If a recipient is unavailable, cannot be reached, or refuses a parcel, our rider records the attempt in the tracking timeline and notifies the sender.
Depending on the situation, we can:
- Reschedule delivery to a new time or date
- Hold the parcel briefly for recipient pickup coordination
- Return the parcel to the original pickup point or an agreed hub
Return-to-sender & fees
When a parcel must come back to the sender, return fees may apply based on distance, handling time, and whether the rider has already completed part of the route.
Fees are confirmed before the return run where possible. You will see updates on your tracking page and can contact dispatch if you need a cost estimate.
Business accounts
Corporate and high-volume senders should confirm return SLAs, cut-off times, and billing rules during onboarding. Custom arrangements may include dedicated hubs or scheduled return windows.
For partnership or volume pricing, use the contact page and reference your business name and average monthly volume.
Disputes & timeframes
If you disagree with a failed-delivery outcome or return charge, contact dispatch with your tracking ID within 48 hours of the attempt.
- Include the recipient phone number and any photos or notes from the rider
- State whether you want redelivery, return, or cancellation
- Allow one business day for operations to review GPS and status history