Because of the nature of the business being subscriptions, there is a consistent flow of returned packages that are undeliverable. While we will work to improve our systems to proactively minimize these instances, we will follow the 48 hour rule.
If we get a returned package or have an address that will not ship, our customer service team will reach out to each consumer and try to get confirmation on the correct address. If we do not hear back within 48 hours, the order will be canceled and refunded if it has not been shipped. If it has been shipped, the subscription will be canceled, but not refunded b/c we had to incur the cost of the package and shipping.
Also, if a consumer reaches out to us about an issue and then doesn’t respond within 48 hours, the ticket should be closed. It can be reopened if the consumer reopens it.