Undeliverable Packages
Undeliverable Packages
Occasionally, orders may be returned to Secretgreen Australia as undeliverable by our shipping partners. When this occurs, we are unable to re-ship the original order. Instead, we will automatically issue a full refund, including any original shipping charges, back to your original payment method.
Note: If you still wish to receive the items, you will need to place a new order through our website.
Common Reasons for Undeliverable Packages
1. Incorrect or Incomplete Address
If the address provided at checkout is incorrect, outdated, or missing essential details, the courier may be unable to complete the delivery and will return the package to us. Please double-check your address before finalizing any order. You can edit or update your saved addresses anytime under the "Your Account" section on Secretgreen.
2. Failed Delivery Attempts
If the courier cannot complete delivery (e.g., no one available at home, restricted access), they may:
- Attempt delivery again at a later time, or
- Leave a calling card with instructions to collect the package from a local depot.
If you do not collect the item within the courier’s holding period, the package will be returned to Secretgreen.
3. Safety Concerns at the Delivery Address
If the delivery agent identifies any safety concerns (e.g., aggressive pets, hazardous conditions), delivery may be aborted. You can help prevent this by updating your delivery instructions to include any necessary access codes, pet warnings, or safe place information during checkout.
4. Package Refused by Recipient
If the intended recipient refuses delivery (e.g., gift recipient unaware of the package), the parcel will be returned to Secretgreen. In such cases, we will refund the original purchaser fully. If you are gifting an item, we recommend notifying the recipient ahead of time to avoid confusion.
5. Damaged During Transit
If a package is damaged while in transit, couriers may return it directly to us without delivery. Once the item arrives back at our warehouse, we will issue a full refund automatically without requiring action from you.
Need Help?
If your package is marked as undeliverable or if you are unsure about its current status, please contact our customer support team:
Email: [email protected]