FAQ

How can I reschedule a delivery?

If you were not home when we tried to deliver your package, you can schedule a new delivery time on the contact page.

On the page, simply input your details and subject and what you would like us to do and enter your tracking number, email address and phone. You will then be able to choose a new delivery time for your package

 

What happens if my package was delivered to the wrong location?

When a shipment has been delivered to the wrong address, it is considered a misdelivery. When a misdelivery is discovered, the following procedure is used to retrieve the shipment:

  1. The dispatch team will request an on-call pickup from the driver servicing the area
  2. The driver will pick up the shipment
  3. The driver will reattempt the delivery the same day if possible. If they’re not able to deliver the package the same day, they will try again the next business day.
 
 

Can I refuse to accept an international package?

As a customer you have the right not to accept an international package if, for example, it was damaged, you cancelled your order or you changed your mind.

If you refuse to accept an international package, the Avac Logistics driver may ask you for a signed confirmation of your refusal. The driver will then take the package back to the delivery depot. We will contact your shipper to inform them of your decision and ask them whether the shipment needs to be returned or destroyed.

Keep in mind that you might still need to pay duties and taxes for importing a package. You can try to claim a refund on these duties and taxes directly with customs.

Find more information on how to claim a refund on duties and taxes on your country’s customs website.

 

 

What does status 'In transit' mean?

‘In transit’ means that your package is on its way to its final destination. It does not necessarily mean that your package is in a moving vehicle such as an aircraft or truck. It may be at a Avac Logistics facility.

 

Why is my package stuck at customs?

Shipments are held to ensure they satisfy export or import customs regulations. This may be due to missing or incomplete paperwork, waiting for clearance instructions or because the authorities may need more information to clear the goods. Until we can provide all the information to the authorities, we cannot process the shipment for clearance.

If your package is held at customs, Avac Logistics will contact you for more information.

 

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