Sometimes a publisher sends an order back to us instead of starting it. When that happens we refund you. We are often not told why, and this page is honest about that.
You are refunded a returned order is refunded in full, not part-refunded | Usually the address most often a missing apartment or unit number | Check before reordering so the same thing does not happen twice |
What "returned" means
We place your order with the publisher, who adds you to the mailing list for that title. Occasionally the publisher cannot start the subscription, or the post office cannot deliver to the address, and the order comes back to us. That is what a returned or cancelled order is. In most cases it is nothing you did, though a small number of orders are cancelled by us rather than by the publisher. That is covered below.
You get your money back
A returned order is refunded in full to the payment method you used, since no issues were sent. You do not need to ask for this and the 6 month refund window does not apply, because the subscription never started.
If you can see a returned order and no refund has appeared after a few days, tell us and we will chase it.
Why we often cannot tell you the reason
Publishers do not always send a reason back with the order, and when they do it is often a code rather than an explanation. We can ask, and we will if you want us to, but the answer comes from the publisher's fulfillment centre and can take several weeks.
We would rather say we do not know than invent a reason. If we find one out, we will pass it on.
The usual causes, when we do know
- The address was undeliverable. By far the most common. A missing apartment, suite or unit number is the usual culprit, followed by a small difference between the address you gave and the one the post office recognises.
- A facility rejected it. Correctional facilities, hospitals and some care homes have their own mail rules. Many require the resident's ID number in the address, and some restrict which titles they accept.
- You already had that subscription. Some publishers will not extend a subscription beyond a maximum length, so a second order for a title you already receive can be sent back rather than added on.
- The title stopped publishing. See My magazine stopped publishing.
- The publisher could not deliver to that region. A few titles restrict where they mail.
- An unresolved issue on another subscription. If you hold a separate account directly with that publisher and something is outstanding on it, a new order can be blocked.
When the cancellation is ours
A small number of orders are cancelled by us rather than sent back by the publisher. That happens when an order is flagged as fraudulent, when an account shows a pattern of cancellations or refund requests well outside ordinary use, or where our terms of use have not been kept to. You are refunded in full in every one of those cases.
If that has happened to you and you think we have read it wrong, contact us and a person will look at the account properly. We would rather hear from you than have you guess.
Before you reorder
Reordering with the same details often produces the same result, so it is worth a minute of checking first.
- Include the apartment, suite or unit number, even if post normally reaches you without it.
- Use the name as it appears on mail you already receive at that address.
- For a facility, include any required ID number and check the facility's rules on what it accepts.
- If you are not sure what went wrong, ask us before ordering again and we will look at the order first.
Reordering may cost more than you paid
Prices change, and a title you bought on an offer may be more expensive today. If your order was returned through no fault of yours and the current price is higher, tell us when you get in touch and we will see what we can do.
Ask us to look
Send us the order number and we will tell you what we can see, and ask the publisher if you want the reason.