Online order being returned to the sender

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I ordered a Pixel phone (with a Tab) on Cyber Monday. And I'm 100% sure I put my apt number when ordering ,but for some reason the post didn't get it and returned the phone to the sender right away. I emailed Koodo webstore couple days ago, still haven't gotten any response. Do I have to cancel it and order again? Thanks
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Negar

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Posted 1 year ago

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Ranjan, Official Rep

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Hi Negar - I found your order details and see that it was returned to our warehouse last Friday.
I can flag the issue with our web store team and let them know it was returned in error, due to the apartment number missing. That said, I do see that the order address matches the address on your account, which also does not have an apartment number. Are you able to share that with me (apt number) and I will flag it with the team?

FYI - Canada Post has a strict format for how this needs to be included - see this post and refer to David's comment for more context. 
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Jin Shin

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Thanks for your help Ranjan,

I've decided to stay with Koodo and am now waiting on the phone. I believe the phone was received on the 23rd and now I would like to know when the phone might arrive. How can I receive the new tracking number?

Thank you.
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Ranjan, Official Rep

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Hi Jin - I'll check to see if I can get an updated status from our warehouse team, along with tracking info. if available.
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Jin Shin

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Hi Ranjan,

Any news?
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Ranjan, Official Rep

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Hey Jin - order was reshipped yesterday. Unfortunately I haven't received any shipping/tracking info. Will try to see if I can, but regardless, you should receive this in about 2-3 business days.
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Jin Shin

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Thank you very much Ranjan, I'll wait for it then. Thanks for your help!
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Ranjan, Official Rep

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Hi there - the return was received and processed by the warehouse yesterday. Once that step has been completed, there's no way to reissue that same order, so you will need to place a new order through the web store (sorry). If you run into any issues with the address again, please let us know. Also, be sure to reference the link I shared above for guidance on how to correctly input the address so that Canada Post recognizes the apt. number. 
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Ranjan, Official Rep

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@Chelsea - the phone is on it's way back now. Once received by our warehouse team, they have been informed to get this shipped back out. I don't have the exact timeline but it should be able to reship within 1-2 business days of us receiving it.
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Negar

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yeah I do. ok got it. thanks !
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Chels Lane

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Canada post sent it back yesterday to you, as I just called to find out . So it will be reshipped to me for sure right ? . Please make sure when they resend it that the address they include is 305C because there is more then one 305 . Make sure they know the unit is C please and thank you so this does not happen again. So I should have it next week right .
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Ranjan, Official Rep

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Tracking info. is still showing it in transit, on it's way back. Unit 'C' has been flagged, so the label will be updated and the parcel shipped back out. If I get any other details, I will pass them along. Thanks for your patience Chels.
(Edited)
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Negar

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@Ranjan Hi again, just to let you know I received the new phone

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