If a package is returned to Gemnote or marked undeliverable, Gemnote will review the return based on the shipment details, return reason, and order type. Returned packages are not automatically reshipped.
How returned packages are handled may depend on whether the order is a Store & Ship order, an e-commerce or Shopify order, or a project-based shipment without warehousing.
Packages may be returned because of an incomplete address, incorrect recipient information, refused delivery, failed delivery attempt, missing customs information, unpaid duties or taxes, or carrier delivery issues.
Store & Ship clients
For Store & Ship clients, returned items will be added back to the client’s store inventory once they are received and processed by Gemnote.
Returned packages are not automatically reshipped. If the client or recipient would like the item sent again, a new order must be placed through the store.
Any new shipment will be subject to standard shipping costs and applicable fees.
E-commerce or Shopify orders
For e-commerce or Shopify orders, returned packages are reviewed based on the store policy, shipment details, return reason, item condition, and whether the order is domestic or international.
Returned packages are not automatically reshipped.
If a package is returned due to an incorrect or incomplete address, a failed delivery attempt, refusal of delivery, or another recipient-related issue, the recipient may place a new order using the correct shipping details.
Once the original package is received, inspected, and confirmed to be in restockable condition, the original order may be eligible for a refund of the order cost, minus shipping and any applicable additional fees, including transaction or payment processing fees.
Gemnote does not process returns or exchanges for international shipments.
Project-based clients without warehousing
For project-based clients who do not warehouse inventory with Gemnote, our team will contact the client to confirm where to ship returned packages.
Returned packages should be sent to one confirmed return location whenever possible.
If the client requests that returned packages be reshipped to individual recipient addresses, additional handling and shipping fees may apply.
Gemnote will confirm the available options before moving forward with any reshipment.
Need help with a returned package?
Please submit a support request and include your order number, company or store name, tracking number, recipient name, and any carrier notice you received so our team can review it.