What happens if my package is returned to Gemnote?

If a package is returned to Gemnote because it could not be delivered, the next steps depend on the type of order.

Packages may be returned because of:

• Incorrect or incomplete address
• Refused delivery
• Recipient not available
• Customs issues
• Other delivery-related issues

Returned packages are not automatically reshipped.

Swag Store and Store & Ship orders

If a package is returned, the client has 5 business days to tell Gemnote whether they want the package:

• Reshipped, or
• Returned to inventory

If we do not receive instructions within 5 business days, we will default to returning the item to inventory on day 6.

The client can still request a reship later, as long as the item has not been physically restocked yet.

If the client requests a reship, the client covers the cost of the new shipment.

This process also applies to international Swag Store orders.

Drop-ship, one-off project, and redemption orders

These orders do not run through an ongoing store, so they follow a different process.

If a package is returned, the client has 5 business days to tell Gemnote whether they want the package:

• Reshipped, or
• Disposed of

If we do not hear back within 5 business days, Gemnote will dispose of or donate the item on day 6.

If the client requests a reship, they must provide the address for the new shipment. This can be the recipient's address or the client's HQ address.

The client covers the cost of the reshipment.

If you're dealing with a returned package, reply in this chat with the order number, recipient name, tracking number, and the reason the carrier returned the package. We can use those details to determine the appropriate next step.

Need to talk to a person? Just type "chat with a human." Live support is available Monday–Friday, 8am–4pm Pacific. Outside those hours, send your details here anyway — we'll pick it up as soon as we're back online.