International Orders that are Unclaimed/Returned to Sender

All of our international orders are shipped via the United States Postal Service.  The UK and Canada have access to additional tracking information on the Royal Mail and Canada Post sites using the USPS tracking numbers as a reference/tracking number.  Orders shipping to destinations outside the US are sometimes returned to Merch Direct due to the following reasons:

- They are unclaimed by the buyer.  All packages are assigned tracking numbers, which are sent via    automated email to our customers. Always feel free to contact us at help@merchdirect.com if you have  not received this information via email.  It is the responsibility of the customer to monitor the progress  of their package in transit.  If import duties are due, you may receive a notice from your local post  letting you know how and where to claim your package.  Again, when you know your package is in  transit, please feel free to email us at help@merchdirect.com for assistance. 

- Failure to pay customs fees/import taxes (MD is not responsible for these charges, as stated here:  (http://help.merchdirect.com/customer/en/portal/articles/257540-customs-charges )

- An incorrect shipping address.  All addresses must be written in English, and in the following format:

  Customer Name
  Street Address and house number
  City, State/Province, Postal Code 
  Country

If your country does not use postal codes then please enter 3 zeros into the shipping postal code field at checkout.  

If your package is returned by USPS to our warehouse, we will contact you to discuss a resend or a refund.  If you choose to be refunded after we contact you, *** PLEASE NOTE that we will not refund your shipping cost for these items, we will only process a refund for the cost of the items themselves. ***
 
help@merchdirect.com
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