In most cases our couriers will always do two delivery attempts.

If no one is home, they always try a neighbour. If the second attempt is unsuccessful the package will be sent back to the sender. Unfortunately we can only do these two attempts as per request of the sender and we do not offer a pick up option at this time.

After the item is returned you will need to contact the sender directly to arrange a refund or rebooking of your item. Since Packaly does not take payment we are unable to do this for you.

To avoid your package being returned, you can always change the delivery date so you can ensure you are home or opt to leave delivery instructions for our drivers through the Tracking Page. If these options are no longer available to you, feel free to contact our Support Team for more help.

You can contact us either through our chat bot on the Packaly website and on the Tracking Page, or by emailing us directly at [email protected].

If you want to return or exchange your order for any reason, we are unable to help you with this and you will need to contact the sender directly.