Can I set, select, or change the carrier used to fulfill orders? No, Deliverr chooses the carrier.
Can I set, select, or change the shipping method of submitted orders? No, if you need to expedite the shipping of an order, you would need to cancel the order and create a new one. See 'How do I cancel an order?' for how to cancel an order.
How does Deliverr handle duplicate orders? Deliverr has many controls in place to avoid duplicate orders, but they are not always unavoidable. If you notice duplicate orders, contact us right away.
How do I resolve bad addresses? Deliverr will notify you via email of any order with an invalid address. After receiving the notification, it's your responsibility to collect the corrected address information from your buyer and update the address in Deliverr on the order detail page. If you believe the address is valid as is, you can resolve the error by entering the address as is and checking "Skip Validation." Once resolved, Deliverr will automatically reprocess the order. Note: the delivery promise date is subject to change depending on when the address is resolved.
Does Deliverr guarantee delivery SLAs? No. Deliverr does not generally provide any guarantees or remedies towards shipments that miss SLAs. We make our best efforts to meet the delivery SLAs and continually strive to improve upon them.
What if a package arrives damaged? Deliverr will do as much as possible to facilitate a claim with the respective carrier and get credit for the loss. To initiate the process, Contact Us and include pictures of the damaged package. Once we hear back from the carrier, we will notify you of the outcome and pass any credit received directly to you. In the meantime, you are advised to respond to your buyer with a remedy that you deem fit which may include a refund, and/or a reshipment of a replacement item. Outbound fulfillment charges will apply for reshipping items.
How do I cancel an order? Orders are cancellable within two hours of order placement unless the order is an expedited order placed between 5:00 AM - 6:00 PM ET on business days. You can cancel an order by clicking "Cancel Order" at the top of the order detail page.
What if a shipped package is lost? Deliverr will do as much as possible to facilitate a claim with the respective carrier and get credit for the loss. To initiate the process, Contact Us and provide the Order number, tracking number, the replacement cost of the item(s) ordered, and the Deliverr fulfillment fees you paid. Once we hear back from the carrier, we will notify you of the outcome and pass any credit received directly to you. In the meantime, you are advised to respond to your buyer with a remedy that you deem fit which may include a refund, and/or reship of a replacement item. Outbound charges will apply for reshipping items.
What if a carrier is unable to deliver a package? This happens from time to time if the address is invalid, a recipient is not available to accept the package, there's no place to leave the package, or the package is refused by the recipient. In these cases, the carrier will return the package to the sender -- i.e., the warehouse where it was shipped. The undelivered items will be restocked back into inventory. You can create a manual order if you wish to resend the shipment to your buyer. Outbound charges will apply for reshipping items.
Does Deliverr handle buyer returns? Deliverr does not support buyer returns at this point in time. If a buyer happens to return items to a Deliverr warehouse of their own accord, items will be marked as unfulfillable inventory. Such items will not be put back into sellable inventory due to fraud concerns. We will then report to you such returned items. Removal or disposal fees may apply.
What if Deliverr only has some of the inventory for an order? The order will be canceled. Deliverr will only ship an order if we have inventory for the entire order.