“Exception” — delivery problems and how to solve them
Exceptions cover failed attempts, damaged labels, refused imports and address issues. Here's how to read each one.
Common exception types
Address problem (courier needs correction), failed attempt (nobody home), customs hold (missing payment/docs), refused entry (restricted item), or weather/operational delays.
Your move
Read the exception text carefully — it names the fix. Address issues need a call/app update; customs needs payment; failed attempts need a reschedule. Most exceptions self-resolve within 2–5 days if you act.
When it becomes return-to-sender
If nothing is done within the carrier's hold window (typically 5–15 days), the parcel heads back. On marketplaces, open a dispute before that happens to secure a refund.
Frequently asked questions
Will GetPackRoute tell me what the exception is?
Yes — we show the carrier's original message plus a translation when it's in another language.
Does an exception mean the parcel is lost?
Rarely. Exceptions are mostly address, payment or attempt issues that resolve when contacted.
Can I redirect an exception parcel to a pickup point?
Usually yes, from the carrier's app or support line, before the return process starts.
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