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Jetpack processes returned inventory sent back to fulfillment centers by customers or due to delivery failures. While Jetpack handles the physical processing of returns based on your configured preferences, the company does not process refunds or exchanges—those remain your responsibility to manage with your customers.

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Return Types

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Return-to-Sender (RTS)

Trigger: Carrier delivery failure (undeliverable address, refused package, customer unavailable, etc.) Fee: Equivalent to the original shipping label cost How it works: Return orders are automatically created in the Jetpack dashboard with a Return Type of “Return to Sender” when:
  • The original order is physically received back at a Jetpack fulfillment center, AND
  • There is an RTS scan present on the carrier tracking page
If the return is received without an RTS scan on the tracking page, it will be automatically created as a “Regular” return type instead. Default action: Restocking inventory unless alternative preferences (Dispose or Quarantine) are configured.
Carrier RTS Scans: Not all carriers apply RTS scans consistently. If a package is returned to Jetpack without an RTS scan, you can manually change the return type in the dashboard to ensure proper fee application.

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Customer-Initiated Returns

Fee: Flat $3.00 processing fee per return Requirement: Returns must be created in the Jetpack dashboard before the customer ships the physical package. Default action: Restocking inventory unless alternative preferences (Dispose or Quarantine) are configured.

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Special Cases

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Lot Products

Products tracked by lot number and expiration date cannot be restocked by Jetpack upon return. Alternative actions:
  • Configure return preference to Quarantine (for inspection and potential resale)
  • Configure return preference to Dispose (for immediate disposal)
Lot-tracked products require manual verification of expiration dates and lot numbers before they can be resold. Quarantining these items allows you to inspect them and decide whether to create outbound orders or dispose of them.

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DG/HAZMAT Products

Important: Purchasing return labels through Jetpack for shipping back DG/HAZMAT products is not currently supported. Alternative: Use the prepaid label option where customers use a carrier-purchased label you provide, then upload the tracking number to Jetpack.

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SIOC Products (Ships in Own Container)

Products that ship in their own containers (no additional packaging added by Jetpack) will have the shipping label attached directly to the product packaging. Recommendation: Configure SIOC products to Dispose or Quarantine on return, as the attached shipping label may make them unsuitable for immediate resale.

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Return Label Costs

Return label costs are based on shipping zone and carrier ground rates (UPS or USPS Ground). Important considerations:
  • Return label costs may exceed original fulfillment costs for certain shipping zones
  • Longer-distance returns (e.g., Zone 7-8) can be significantly more expensive than the original Zone 2-3 outbound shipment
  • Consider offering customers prepaid return labels only for nearby zones or high-value items
Alternative: Customers may use their own carrier-purchased return labels. Encourage them to upload tracking numbers to the return order for visibility.

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Returns Processing Timeline

Returns are processed within 10 business days of delivery to the Jetpack fulfillment center. See the Turnaround Times + SLAs page for complete SLA details.
If you have questions about returns processing, need help configuring return preferences, or want to understand how to handle specific return scenarios, contact Jetpack Care. Our team is always here to assist via Slack, phone, or email!