This can happen if:1. an address is invalid or missing information2. the carrier is unable to deliver your package 3. the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge and a restocking of $6 + $1per item and for each additional item. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the SERENEDE E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, zip codes, destination country, and route information (if applicable) are critical to ensuring delivery. SERENEDE does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.