Our system has certain rules for shipping addresses, which allows us to avoid sending items out to obviously wrong addresses. We also sometimes cannot ship an order if the address does not meet certain minimum information.


If you have an order that's on hold because of an invalid address, here's an overview of what to check:


United States

Addresses for USA will be put on hold as soon as they sync to the app, if these rules are not met:

  • First line must contain both a number and street name ORĀ "PO Box" followed by a box number
  • Where an address contains both a street address and a PO Box, only the PO Box should be there, on Line 1.
  • The door number must always come before the street name.
  • State cannot be empty
  • ZIP must contain at least 5 digits
  • Puerto Rico - Door number must come first. Urb(anization) should not be included. Country must be US

If an order was already invoiced but has been put on hold, we've been told by USPS that the address isn't shippable:

  • Ask the customer to verify that this is their correct address. It may be that they have a PO Box or the address is incorrect
  • "We're having trouble verifying your shipping address with USPS. Please can you confirm your USPS mailing address, including PO Box if this is how you usually receive your mail."


International

Addresses for International will be put on hold as soon as they sync to the app, if these rules are not met:

  • For most countries, a Postal Code is required. Some countries are exempt as they do not use them (Ireland, Nigeria, and some others)
  • The first line is missing
  • State needs at least 2 letters in it for countries who use this field
  • BrazilĀ - We require the customer's CPF or ID number to be placed into the CPF field to comply with Brazil customs regulations.

If an order was already invoiced but has been put on hold, our team have manually requested you verify the address with the customer before we ship it:

  • Ask the customer to verify that this is their correct address. It may be that they have a PO Box or the address is incorrect
  • "We're having trouble verifying your shipping address. Please can you confirm your shipping address, including PO Box if this is how you usually receive your mail."