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Undeliverable (Return to Sender) vs Customer Returns

Sometimes packages will come back to you as returns. Fortunately, this doesn’t happen very often however, it is part of the shipping process. There are different types of returns:

  • Return shipments that are undeliverable and that the carrier returns to the sender (RTS)
  • Customer returns which are shipments your customers return directly.

How returns are handled depends on the original destination. For example, Canadian returns have a different process than U.S. and international shipments since they have to clear Canadian customs.

In the next section, we will go through the handling of Canadian shipments versus U.S. and international shipments.

Canadian Returns

A Chit Chats Canada Tracked shipment that is undeliverable and returned to the sender by Canada Post will be sent to one of our hub branches. We will then return the shipment to you by your preferred method:

  • Pick up at a branch
  • Mailed back to you (shipping costs apply)
  • Sent with your scheduled pickups (approved pick up clients only)

Be sure to communicate to your Canadian customers how returns should be sent back – we recommend using a PO Box or your own business address.

U.S. & International Returns

All U.S. and international shipments require a U.S. return address. There are 3 options available:

  1. Chit Chats U.S. Return Address
  2. Your Own U.S. Return Address
  3. U.S. Disposal Address

1. Chit Chats U.S. Return Address

By default, shipments created on the platform will use Chit Chats’ U.S. return address. If you prefer to manage your own returns or dispose of them you must update your return address settings to avoid additional return fees.

To use our U.S. return address and have returns brought back into Canada a completed Power of Attorney (POA) form is required. This must include your federal business number. Find instructions in our Help & Support on how to submit a POA from your return settings.

2. Your Own U.S. Return Address

Add your own U.S. return address to manage your returns and avoid return fees. Make sure your clients know to send their customer returns to this address by outlining a clear return policy on your website.

3. U.S. Disposal Address

Select the U.S. Disposal Address to have any undeliverable returns disposed of at no charge.

Using our U.S. return address for any customer returns will require you to submit a POA form that must include your federal business number. Our customs broker must approve the POA in order for the return to be brought back into Canada and returned to you by your preferred return method.

Note: We do not permit the use of our U.S. return address for the purpose of importation. Only U.S. and international returns originally shipped through Chit Chats will be managed and processed.