If your shipment was returned due to a COVID-19 service suspension, please contact us with your shipment ID for further details on postage refunds.

Not all deliveries happen as expected and sometimes this will prompt a shipment to be returned. There are two main reasons for returned shipments: 

  1. Undeliverable shipments
  2. Customer returns

Undeliverable Shipments

A shipment may be returned as undeliverable for any of the following reasons:

  • Incorrect postage 
  • Incomplete, illegible, or incorrect address
  • Addressee not at address (unknown, moved, or deceased)
  • Mail unclaimed by recipient
  • Mail refused by the addressee at the time of delivery
  • Mail refused by the addressee after delivery (when permitted by the carrier)

Carriers will attempt delivery and if any of the above apply, the shipment may be returned to sender (RTS). The shipment will then be rerouted to the return address on the postage label.

A U.S. return address is required for U.S. and international shipments. By default Chit Chats provides a U.S. return address for your shipments.* However, if you have a U.S. address and want to manage your own returns, this address can be changed in your Settings

For Canadian shipments, the default return address is a Canadian Chit Chats address. This address cannot be changed in your Settings. 

Customer Returns

Imagine a customer who has received an item but realizes that they ordered the wrong size. You might expect the customer to initiate a return, even though the shipment was successfully delivered. These types of returns are often called ‘customer returns’.

In such cases your customers may create new postage for the return, addressed to you, the sender. If you are using a Chit Chats’ U.S. return address for your U.S. customer returns, you are required to set up a Chit Chats returns account. Please note that return postage labels for customer returns cannot be created from our platform at the present time.

*Choosing to use Chit Chats’ U.S. return address, means your returns will be managed by Chit Chats. Please note that the use of our U.S. return address for the purpose of importation is not permitted. Only returns originally shipped through Chit Chats will be managed and processed.

All returned shipments must be able to be associated with a Chit Chats account (either with client ID or client account name). If a return is unidentifiable or cannot be associated with an account, it will be disposed of or rejected.