To make sure you don't miss your delivery, we recommend checking your tracking updates regularly. As your package is on its way, make sure your address is easily accessible, and that someone will be there to accept it. Depending on the courier service for your area, if you know no one will be home, you might be able to give extra instructions on where to leave your package.

If the carrier is not able to deliver your package or you miss the delivery, it will likely be returned to your local Post Office or a nearby collection point for you to pick up. Please note that postal service policies, as well as holding periods before it is returned to the sender, may vary by location. We recommend contacting them or heading in as soon as you can.

Package Mis-Delivered by Carrier

Typically, delivery carriers will include a proof-of-delivery photo along with your tracking updates. If your package has been marked as delivered and the photo does not match your house or mailbox, contact the delivery carrier right away. There may be an option to redirect your package.

Lost In Transit

If your tracking info hasn’t updated within the estimated delivery timeframe for your area, your order could be delayed or possibly lost in transit. Send us an email with your order details, and we can work out the best option for next steps.

If you notice a mistake in your order, please get in touch with us as soon as possible. Depending on the stage of your order, we may not be able to correct it in time*. To make sure we put everything where it's meant to go, please name each section (address, city, etc) when sending the updated address.

*Donny's Shop is not responsible for reimbursement if your address is entered incorrectly.

Partially Valid

If you miss the window to update your order and the address is partially valid (e.g missing building or unit number), your package will likely be directed to your local Post Office or collection point. We suggest keeping a close eye on your tracking updates, as you may have the option to redirect or collect your package before it is returned to the sender.
Please note that courier and postal service policies, as well as holding periods, may vary by location. For the best guidance on retrieving your package, check with them directly for your next steps.

Undeliverable

If your address is invalid (e.g postcode, state or region), contact the courier service right away, as there may be an option to redirect it. Depending on what part of your address is incorrect, it may be sent to a Post Office or bounce between sorting centres before it is returned to the sender. Keep an eye on your tracking info for updates on its movements. If you are not able to collect or redirect the package, please see the section for 'Returned to Sender' for more info.

Package Delivered to Wrong Address

If you have entered the wrong address and your package has already been delivered, we suggest contacting the delivery carrier right away, as there could be an option to redirect it. Unfortunately, if the person living at the address has accepted the delivery, there is nothing that can be done from our end, and we are not responsible for reimbursement.

If your package was not able to be delivered or it was left unclaimed at the Post Office, it will be returned to the closest fulfilment centre to your country of purchase. Because delivery couriers do not prioritise returns, it can take anywhere from 2 to 6 weeks for it to arrive at the warehouse.
Once it arrives, we will be happy to reship your order to you. Please note that because this is a new shipment, there will be a shipping fee. Keep an eye on your inbox / junk folder, as we'll need to confirm your details and send over the invoice for shipping.

Important note: Orders that have been left unclaimed at the warehouse for 30 days will be donated to charity. After this period, reshipments will no longer be available, and we are not responsible for reimbursement.