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When running a POD business in particular and an e-commerce business that sells physical products in general, alongside production metrics and statuses, package delivery processes are no doubt the top concern of merchants. Dreamship has compiled some of the most asked questions and their respective answers about the delivery processes in the US, to help merchants better understand the typical delivery practices, as well as have some references on how to solve delivery-related issues and satisfy end-buyers.
Q: Why doesn’t the carrier contact the customer when the delivery fails, even though the delivery address includes a phone number?
A: The phone number is optional and not required when filling in the delivery address. It may be used in some special cases, but the standard delivery process in the US is to leave the package at the doorstep or in a mailbox. If the carrier cannot determine an appropriate delivery location, the package will be returned to the post office. If the package has a return address, it will be sent back to the sender.
Q: Why is the address verified on the Dreamship app, but the item is still returned due to an insufficient address?
A: The verification system checks for basic errors such as spelling mistakes, incorrect zip codes, redundant address elements, or mismatched city and street names. However, the system only confirms the relative accuracy of the address, not whether it belongs to the correct recipient. If the recipient provides a valid but mismatched address (e.g., someone else’s address), the order may still fail to be delivered.
Q: If the customer enters the wrong address, and the goods have already been shipped and are in transit, can Dreamship notify the shipping carrier to update the address? Or can Dreamship notify the post office to temporarily hold the goods for the customer to pick up?
A: Once the package has been labeled and handed over to the shipping carrier, Dreamship cannot intervene in the delivery process. In such cases, you can advise the customer to track the shipment and contact the nearest post office directly when the package arrives in their city.
To find the post office in your city: Use the format “City name + Shipping carrier name.”
Q: For returned orders, can Dreamship ship them back to the customer?
A: Currently, Dreamship’s system does not accept returned goods because it requires significant resources (space, costs, and personnel) to store and re-deliver returned packages. As a result, these packages are often discarded by the post office and cannot be redelivered.
Q: Why is the package shipped by UPS/DHL/FedEx but the last mile delivery is handled by USPS?
A: This is a common practice in the US where UPS, DHL, or FedEx handle the shipping of goods to local post offices. USPS then takes over the final leg of the delivery (delivering the package to the customer). This process includes a separate tracking number for the last-mile delivery, which is usually updated on the intermediate tracking page.
Note: Once the package arrives in the customer's state, Dreamship recommends tracking the final leg of the shipment to get the most detailed updates on its status.
Q: What is a PO Box?
A: A PO Box is a personal or business mailbox at the post office used to receive mail and packages. People with PO Box addresses typically live in areas where the post office cannot deliver directly to their homes.
Q: Why do some packages fail to be delivered to PO Boxes?
A: Some common reasons include:
- The package is too large for the PO Box.
- The PO Box is already full due to uncollected packages.
- The name on the PO Box does not match the recipient’s name.
Q: Why do orders delivered to office buildings often fail?
A: Office buildings may lack phone-based pick-up processes, as is common in some countries like Vietnam. As a result, delivery carriers often cannot deliver to office buildings. They cannot leave packages in front of the building, and in some cases, there may be restricted access to the building (e.g., when it is in a gated area). Consequently, packages addressed to office buildings are often returned.
Q: Does the order status showing as "Pre-Transit" mean the package has not been shipped yet?
A: No, "Pre-Transit" status does not necessarily mean the package hasn’t been shipped yet. It may indicate that the shipping carrier has not scanned the package or forgotten to do so upon receipt. It can also be due to delays in the system’s tracking updates or errors causing the status not to reflect in real time.
Q: How can I check if an address exists and is valid?
A: You can use tools like Smarty Address Verification or search for the address on Google Maps.
We hope this article helps you gain a better understanding of the shipping and delivery processes in the U.S. Dreamship aims to provide insights that support you in optimizing shipping operations, meeting customer expectations, and growing your POD business effectively. Wishing you great success in your business!
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