If a package shows up on your account that you didn’t order — or that plainly isn’t yours — tell us before you open it or do anything else with it. Send us a message with the tracking number (it’s in your arrival email and on your packages page) and say what’s wrong. We’ll reverse the receiving fee, and we can return it to the sender.
First, Check the Usual Explanations
Most “not mine” packages turn out to have an ordinary reason:
- A gift, or something a family member ordered — addressed to you, the account holder. A family member receiving their own mail needs their own verified account; see a package addressed to someone else.
- A split order — one purchase that shipped in several boxes, sometimes from a different warehouse or under a brand name you don’t recognize.
- A marketplace seller whose company name doesn’t match the store you bought from.
If none of those fit, or the package is in someone else’s name, let us know. (A package addressed to another person is covered in a package addressed to someone else.)
Sending It Back
Tell us you want it returned and we’ll send it back to the sender. If the sender gives you a prepaid return label, upload it to that package in the portal — see returns.
Be Careful With Unsolicited Packages
Unexpected packages are sometimes part of a scam. Two common patterns, in general terms:
- Someone you don’t know asks you to confirm, collect, or forward a package for them — often with a story about a job, a prize, or a favour. Don’t — it’s a well-known scam pattern, and you’d be the one on the hook.
- Cheap items sent to real addresses so a seller can post “verified” reviews. The item itself is usually harmless, but it can mean your name and address are on a list somewhere.
If something feels off, don’t pay anyone, don’t share your PIN or account details, and tell us — we’d much rather look at it with you.