Unclaimed items
What happens when we can't return an order.
Last updated Oct 20, 2026
Sometimes we can't return an order: the building is closed, nobody answers, or a payment hasn't gone through. Here is what happens.
| When | What happens |
|---|---|
| Delivery fails | We tell you right away. We try once more on the next route. |
| Day 0 | After the 2nd failed attempt (or 7 days unpaid), the order is "unclaimed" and held at the plant. Redelivery is included. |
| Day 30 | Moved to storage. Redelivery takes 2–3 extra days; a retrieval fee may apply, and we tell you the amount before you book. |
| Day 90 | Donated to a local charity or recycled. We email a list of what was donated. We can't recover items after this. |
We remind you on days 3, 14, 28, 60, 80 and 88, and you can reschedule, change the address or pick up at the plant from the link in any reminder.
Leather and specialty items, and any item over $250 declared value, are held longer than 90 days and are never donated without a final written notice.
Paid orders aren't refunded when donated. Unpaid balances remain due.
Questions? Contact us from your account.