What Happens if a Return Has Not Yet Reached Our Warehouse

We know how important it is for your returns to be processed quickly and accurately. Our goal is always to process returns within our standard SLA so your customers have a smooth experience and your inventory stays up to date.

Sometimes, brands will see that a customer’s return shows as “Delivered” in the carrier’s tracking, but it hasn’t yet been received into our system. This can feel frustrating, so we want to walk you through how this works and what to expect.

It is common for carriers, especially USPS, to mark a package as “Delivered” before it physically reaches our warehouse. This can happen if:

• The package has been dropped at a local postal facility and is waiting for the next scheduled delivery to our building.

• The carrier has pre-scanned the package as part of their route, even though it is still in transit to us.

• USPS has marked it as “Ready For Pickup” at a local facility (we do not pick up from postal hubs, as we receive regular deliveries directly to our warehouses).
  

We have a clear process to ensure that every return is accounted for:

1. Scanning on Arrival – Every inbound package is scanned by our team as soon as it physically arrives at our warehouse.

2. Return SLA Starts Here – The 48-hour SLA for processing returns begins once our team scans the package into our system (assuming the return has an RMA in ShipHero).

3. Real-Time Updates – Assuming there is an RMA, the return appears in your ShipHero account, and you can track its progress through our workflow.
   

If a return has not been scanned into our system, we cannot verify that it has reached our warehouse, even if the carrier tracking says “Delivered.”

If a significant amount of time has passed between the carrier marking the return as “Delivered” and us receiving it, we recommend filing a claim with the carrier. Unfortunately, we cannot credit for lost inventory, including lost returns packages.

While our team uses industry-standard methods to prevent loss, the risk of loss remains with the brand until the item is physically in our possession. Once it is scanned into our warehouse, it is handled with the same care and process as all of your inventory.

We know that quick and accurate returns processing is critical to your business. That’s why we:

• Monitor inbound returns daily.

• Immediately scan and record all arrivals.

• Start the SLA clock the moment a return enters our warehouse.

• Follow strict workflows to ensure every return is processed on time and with accuracy.

You can feel confident that once a return is in our building, it will be processed according to our SLA and handled with the highest level of care.