Hey Blazy Fam! If the tracking for your order shows "Returned to Sender" (RTS), it means the package couldn’t be delivered and is being sent back to us. Don’t worry—this guide will walk you through the next steps to get your order back on track.
Why Packages Are Returned to Sender
There are a few common reasons why a package may be marked as RTS:
- Incorrect or incomplete address: The shipping address may have been missing information or contained errors.
- Name not recognized at the address: In some areas, couriers won’t deliver if the recipient’s name isn’t associated with the address.
- Address inaccessible: The courier couldn’t access the delivery location due to restrictions or other issues.
Once marked RTS, the package begins its return journey to our facility, which typically takes 2-9 business days, depending on the location and postal service volume.
What to Do Next
1. Confirm or Update Your Shipping Address
The first step is to verify the address you provided during checkout. If corrections or updates are needed, please contact our Customer Support team as soon as possible with the updated information.
Having the correct address ensures we can process your package as quickly as possible if it is returned to us.
2. Wait for the Package to Be Returned
If the package is successfully returned to our facility and is eligible for reshipment, we will take steps to resend it.
The timeframe starts from the original shipping date to avoid unnecessary delays. If you haven’t heard from us within two weeks of the original shipping date, please let us know so we can investigate further.
What If My Package Doesn’t Return?
Occasionally, packages may not make it back to us and are considered lost in transit (LIT). Here’s how we handle it:
- If you purchased Route package insurance: You can file a claim directly with Route for a replacement or refund.
- If you didn’t purchase Route insurance: Contact our Customer Support team for assistance.
Reshipping Your Order
If the returned package arrives at our facility and reshipment is possible, we will:
- Reship the package to the confirmed or updated address.
- Provide new tracking information to follow its delivery progress.
In some cases, reshipment may not be feasible—for example, if return postage is required but not covered by the shipping method. In such cases, we’ll work with you to find the best possible resolution.
Our Commitment to Helping
While we’re not responsible for undeliverable packages caused by address errors, we’re here to assist however we can. If you have any questions or need further help, don’t hesitate to reach out to our Customer Support team.
We’re committed to helping you get your order as smoothly as possible. Stay blazy!