Shipping & Delivery Issues

Our system relies solely on the contact and delivery information that you provide at checkout. It does not alter any personal contact information entered at checkout in any way. 

 

Here are our FAQs for shipping and delivery issues:

The tracking of my package says it was delivered, but I did not receive it?

Check that the package was not inadvertently delivered to, or picked up by a neighbor, family member or housemate. We are not responsible for packages that are confirmed delivered by the USPS or UPS. 

 

Brokerage fees from UPS for shipments to Canada?

These are UPS fees. Free the Powder does not determine them and has nothing to do with their implementation. By ordering from us, you accept the fact these fees may be charged.

Brokerage Fees consist of numerous fees, but the fees listed below (Entry Prep Fees and Bond Fees) are the ones most likely to be applied to your order upon receipt over and above duties and taxes.
Entry Preparation Fees: fees charged by UPS to take your package(s) through customs. These fees are on packages shipped STANDARD (Ground) to Canada. 

Rates for Entry Preparation Fees are based on the value of the shipment and do not include applicable duties or taxes which are also your responsibility. All rates are in Canadian funds.

 

Bond Fees: fees charged by UPS to collect the duty and taxes which are the responsibility of the customer. Customers are responsible for payment of duties (fees imposed by Customs based on the value of your shipment) and taxes (imposed by the Canadian government).

C.O.D.: fees charged by UPS to collect the duties and taxes from you at the time of delivery. When UPS delivers your order to you DDU you may be charged a $4.25 C.O.D. charge on top of the duty and taxes and brokerage fees.

 

You received a Pre-paid First Class Mail Return Label and you have Priority Mail packaging?

You must use alternative packaging for the return. If you a affix a Free the Powder issued First Class Mail return shipping label to any US Postal branded Priority Mail packaging, US Postal will likely return the package to you. 

If your return package is rejected and returned to you for this reason, an additional $6.95 duplicate return shipping label fee will be assessed to receive a new return label.

 

If you provided the correct delivery address in the shipping information section of checkout and the order was successfully delivered, but you don't have it.

Check that the package was not inadvertently delivered to, or picked up by a neighbor, family member or housemate. We are not responsible for packages that are confirmed delivered by the USPS or UPS. 

 

If you provided the correct delivery address in the shipping information section of checkout but the order has not been delivered in a timely manner.

If the status updates attached to your tracking number show that the package is still kicking around somewhere, those packages in nearly 100% of cases eventually get delivered. You can inquire with your local US Postal facility (or UPS location), who may be able to provide additional information from within their systems. Use the tracking number you received from Free the Powder.

 

If you provided the wrong delivery address in the shipping information section of checkout but the order has not yet shipped.

Contact us at contact@freethepowder.com to advise us of the situation at your earliest convenience. We are no longer able to manually change delivery addresses on pending orders due to marketplace changes in buyer and seller protection policies. If your pending order has not yet shipped, we will cancel it for full refund. You can then place a new order, with the correct delivery address attached.

 

If you provided the wrong delivery address in the shipping information section of checkout and the order has shipped.

If your package is still in transit, you can attempt to have the carrier intercept and re-route the package to the preferred address. Use the tracking number you received from Free the Powder. Both US Postal and UPS will charge a fee for this service:

US Postal Package Intercept: https://www.usps.com/manage/package-intercept.htm

UPS Package Intercept: https://www.ups.com/us/en/support/tracking-support/change-delivery-options/delivery-intercept.page

 

Returned to Sender due to incorrect address provided.

If a package is returned to Free the Powder due to incorrect or insufficient delivery address provided at checkout, we will re-ship the package to the correct address for a shipping fee of $6.95. We will require you to provide the correct delivery address for re-ship, and the fee can be covered here. 

 

If you provided the wrong delivery address in the shipping information section of checkout and the order was successfully delivered.

We are no longer able to issue replacement packages for orders that were shipped and successfully delivered to the address provided at checkout, if that address was incorrect or insufficient when entered at checkout.