After a failed attempt the carrier usually holds your package at a local facility for pickup. Contact the carrier with your tracking number and package ID (both on your order in Transactions) — they can arrange redelivery or pickup while they still have it.

Once the package arrives back with us, we reship it free — contact support within 14 days of the return so we can get it moving again. Confirm your address first so the second attempt sticks.

Message support as early as possible: while the package is still in transit we can often correct the address directly with the courier, even when the change doesn't show on your order page.

Refunds return to the reward that funded the order. If that reward shows as unaccepted or expired afterward, re-accept the reward and the funds appear in your balance again — then reorder. Merchant-cancelled orders refund within about 24 hours.

Prevention: check your default shipping address before claiming — see "Managing your shipping addresses".