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Why is my order returned to the seller (RTS)?
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Your order may be returned to the seller for the following reasons:
Incomplete or incorrect delivery address, or the address is outside the delivery zone. Learn how to update your address here.
Consignee is unknown.
The item is prohibited or restricted.
Parcel was damaged in transit.
Customs issues (for overseas orders).
Delivery failed after two attempts or was refused on the first attempt.
⚠️ Note · Orders marked as Return to Sender (RTS) cannot be redelivered as they are returned to the seller. · Paid/Non-COD orders: A refund will be processed once the parcel is returned. You may repurchase the item. · COD orders: Wait for the order to be marked as canceled before repurchasing to avoid duplicate orders. · Not all couriers notify before delivery. Track your parcel via the app or contact Shopee Supported Logistics for courier-related concerns. |
To learn more about the Return to Sender (RTS) timeline, refer to the table below.
Return Lead time (Day 0 - Returned Initiated Date) | |||||
Lead time during working days | Destination (Seller) | ||||
Metro Manila | Luzon | Visayas | Mindanao | ||
Origin (Buyer) | Metro Manila | 7-10 araw | 15-18 araw | 15-18 araw | 15-18 araw |
Luzon | 10-13 araw | 10-13 araw | 14-17 araw | 14-17 araw | |
Visayas | 14-17 araw | 14-17 araw | 10-13 araw | 14-17 araw | |
Mindanao | 14-17 araw | 14-17 araw | 14-17 araw | 10-13 araw | |
Intra-province | - | 8-11 araw | |||
⚠️ Note · The return duration may vary depending on the origin and destination of the order. · Intra-province refers to locations within the same geographical area (Luzon, Visayas, or Mindanao). Example: Cebu to Cebu. |
Learn more about payment refunds and what will happen when the seller fails to receive the RTS delivery.