My Order Was Returned to the Sender

Occasionally, a package may be returned to the sender because the carrier was unable to complete delivery.

A returned-to-sender status does not automatically mean that ELAN canceled the order or approved a refund.

Why Was My Package Returned?

A package may be returned for reasons including:

  • The shipping address was incorrect or incomplete.

  • The address was outdated.

  • The apartment, suite, unit, floor, or building number was missing.

  • The city, state, postal code, or country was entered incorrectly.

  • The carrier could not identify or access the delivery location.

  • The address was not supported by the selected carrier.

  • The recipient was unavailable during the carrier’s delivery attempts.

  • The package was not collected from a postal office, pickup point, or parcel locker.

  • The recipient refused the delivery.

  • Customs duties, import taxes, or carrier fees were not paid.

  • The customer did not provide information requested by customs or the carrier.

  • The address was associated with a restricted location, such as a correctional facility or another location with delivery limitations.

Customers are responsible for reviewing and confirming their complete shipping address before placing an order.

Incorrect or Incomplete Addresses

ELAN ships orders using the information entered by the customer at checkout.

ELAN is not responsible for packages returned because the customer provided an incorrect, incomplete, outdated, or undeliverable address.

Submitting an address-change request does not guarantee that the address can be corrected.

Once an order has entered processing or has been transferred to the carrier, ELAN may be unable to update, redirect, intercept, or cancel the shipment.

Customers should immediately contact the carrier if they notice an address problem after receiving tracking information.

Minor spelling errors may sometimes be recognized by the local carrier, but successful delivery is not guaranteed.

Delivery Attempts and Unclaimed Packages

Most carriers may make one or more delivery attempts or hold the package temporarily at a local facility.

Customers are responsible for:

  • Monitoring the tracking information.

  • Reviewing carrier notifications.

  • Responding to delivery attempts.

  • Providing any required delivery instructions.

  • Collecting the package before the carrier’s deadline.

  • Paying applicable customs or carrier charges.

ELAN is not responsible when a package is returned because the customer failed to collect it, respond to the carrier, or complete the required delivery procedures.

Refused Deliveries

Refusing a package does not cancel the order and does not automatically qualify the customer for a refund.

A refused package may be returned, abandoned, destroyed, or otherwise handled by the carrier or local authorities.

The customer remains responsible for any shipping, return, customs, handling, storage, or carrier charges resulting from the refused delivery.

Can My Order Be Reshipped?

Orders returned as undeliverable are not automatically reshipped.

If the customer wants the products again, the customer may be required to place a new order using a complete and correct shipping address.

At ELAN’s sole discretion, a returned package may qualify for reshipment only when:

  • The package is successfully received and identified by ELAN or its fulfillment partner.

  • The products remain unopened, undamaged, safe, and suitable for shipment.

  • The customer provides a corrected and deliverable address.

  • Reshipment is operationally available.

  • The customer pays all applicable reshipping and handling expenses.

These expenses may include:

  • New shipping charges.

  • Return-to-sender charges.

  • Carrier fees.

  • Customs charges.

  • Storage fees.

  • Handling and processing costs.

Approval of reshipment is not guaranteed.

Customers must not assume that a returned package has arrived at ELAN’s business address. Orders may be fulfilled and returned to third-party warehouses, suppliers, or international fulfillment locations.

Refund Eligibility

Packages returned because of an incorrect address, refused delivery, failed delivery attempts, unpaid customs charges, failure to collect the package, or another circumstance attributable to the customer are generally not eligible for a refund.

Shipping and handling fees are nonrefundable after an order has been dispatched, except where applicable law requires otherwise.

If ELAN voluntarily approves a refund after recovering a returned package, ELAN may deduct, where permitted by law:

  • Original shipping charges.

  • Return shipping charges.

  • Customs fees.

  • Carrier fees.

  • Handling expenses.

  • Storage charges.

  • Other nonrecoverable costs associated with the shipment.

A refund is not guaranteed merely because tracking displays “returned to sender.”

ELAN must first confirm that the package was physically received, identified, and inspected.

When ELAN Made the Address Error

If the customer entered a complete and correct address at checkout, but ELAN or its fulfillment provider made an address-related fulfillment error, the customer must contact ELAN with:

  • The order number.

  • The original order confirmation.

  • The address entered at checkout.

  • The tracking information.

  • Any relevant carrier communication.

Once the error is verified, ELAN may provide a replacement or another appropriate remedy.

Packages That Cannot Be Recovered

ELAN does not guarantee that a returned package can be recovered.

A package may be abandoned, destroyed, seized, or disposed of by:

  • The shipping carrier.

  • Customs authorities.

  • A local postal service.

  • A fulfillment provider.

  • Another third party involved in delivery.

ELAN is not responsible for packages that cannot be recovered because of incorrect customer information, refusal, unpaid charges, import restrictions, or failure to complete delivery requirements.

What Should I Do?

If your tracking shows that the order is being returned to the sender:

  1. Contact the carrier or local postal service immediately.

  2. Ask whether the return can still be stopped.

  3. Confirm whether the package is being held for pickup.

  4. Obtain a carrier case number when available.

  5. Contact ELAN and provide your order number, tracking number, and corrected address.

ELAN will review the available information, but contacting us does not guarantee a refund, replacement, address correction, or reshipment.

Contact Us

For assistance, contact ELAN and include your order number and tracking information.

ELAN

3982 E Industrial Way
Riviera Beach, FL 33404
United States

Email: elancosmeticsmanagement@gmail.com

Please allow up to 48 business hours for a response.