Other Help Areas
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges).
We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us using the button on the right side of this page.
Why Was My Package Undeliverable?
Our carriers may deem a package undeliverable for one of the following reasons:
Item is too big for a P.O. Box. Some items too big to ship to a P.O. Box must be shipped to a street address.
Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
To remove an outdated or incorrect address from your account, click the "Manage your address book" link under the Account Settings heading in Your Account. Click either the Edit button or the Delete button beneath the address you want to change or remove.
Carrier Does Not Deliver to the Address. Canada Post may not deliver to some addresses. If you also have a P.O. Box address, it's best to use that address for your Amazon.ca orders. All orders with "PO BOX" in the address are automatically shipped via Canada Post. Also, if you (or your office) have put in a request for address forwarding, please note that Canada Post only forwards first-class mail and magazines, and does not forward packages.
Address Format. If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please enter the box number as "PO BOX" followed by the number. Also, if you're a private mailbox holder (use a local commercial mail receiving agency), do not use "Box" for your mailbox number, instead use # or PMB. This will ensure that your address is not mistaken to be a P.O. Box, and that orders can ship to you via means other than Canada Post.
Other Address Problems. If the order is being shipped to a prison, there may be delivery restrictions associated with the items or shippers. These restrictions are determined by the penitentiary and may vary.
In rare cases, it is also possible that the address label became illegible during the shipping and handling process, or that the carrier made a mistake and left the package at a different address than what was printed on the label.
Failed Delivery Attempts. Most of our carriers make three attempts to deliver a package. Packages that contain more than $250 of merchandise may require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.
Refused by Recipient. If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.