Dust-OffWhen a can comes back
The retail partner that took the order is the one that takes it back, and their order page is where that starts.
Where to start it
Open the order on the partner site and use the return route printed there. It sets the window, the condition rules and how the item travels, and it does that per item rather than by any policy of ours.
We have no order queue to look into and no address for goods, so a can sent to our desk in New Jersey would arrive somewhere that cannot do anything with it. Start at the order page instead.
When the can itself is the problem
A trigger that will not move, a valve that leaks down overnight, a tin that arrived dented: that is ours to know about even though the order is not. Write to the desk, tell us what the can is doing, and we will want the detail whatever the partner ends up doing about the order.
Do the two things in parallel. The partner sorts out the order, and we look at what happened to the can. Neither one waits on the other.