Can I Get a Refund for a Missed Pickup?

If a courier misses a scheduled pickup, a refund is generally not provided for the missed pickup itself. Courier service guarantees typically apply after the shipment has been collected and entered the courier’s network, rather than to the pickup request.

What should I do if my pickup is missed?

If your scheduled pickup doesn't happen:

1. Confirm that the scheduled pickup window has passed.
2. Check your pickup details in ShipTime for any available updates.
3. Keep your shipment labelled, securely packaged, and ready for collection.
4. Contact our Heroic Support™ team for help determining the next step.

Depending on the courier and service, you may need to reschedule the pickup or use an available authorized drop-off location.

What about the shipping label I purchased?

A missed pickup doesn't necessarily mean you need to cancel your shipment or purchase a new shipping label.

Before cancelling or creating another shipment, contact our Heroic Support™ team. We can help you determine whether the existing shipment can still be used and what options are available.

Are courier service guarantees affected?

Courier service guarantees and refund policies vary by courier, service, and circumstances. A scheduled pickup should not be treated as a guaranteed delivery commitment.

If you have questions about a specific shipment, our team can help you review the available options and applicable courier policies.

Need help with a missed pickup?

Our Heroic Support™ team is here for you. Contact us by phone, live chat, or email for the answers you need to keep Shipping Smarter with confidence.

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