Shipping Security: Why Some Orders Can’t Be Fulfilleds
A quick explanation from a small U.S. manufacturer that cares about your safety and ours.
To protect our customers and our business, SunCloud® may cancel orders that use unverified third-party shipping brokers or forwarding services when we can’t confirm the final delivery address and recipient.
Why This Matters
Running a small business means balancing excellent customer service with basic security. Most of our customers never encounter an issue, but occasionally we receive orders using third-party shipping brokers or forwarding services that raise serious verification concerns.
This post explains why we handle those situations carefully and why some orders are cancelled before shipment.
The Risk With Third-Party Shipping Brokers
Third-party shipping services are often used for international forwarding or resale. While some are legitimate, these addresses are also commonly associated with:
- Delivery fraud
- Chargeback activity
- Lost or redirected shipments
- Inability to verify the final destination
When a package leaves our hands, we are responsible for ensuring it goes exactly where the order states. If we cannot verify that, the risk shifts unfairly to our business.
What We Ask For
When an order involves a third-party shipper, we may request:
- The final destination address
- The name of the actual recipient
- Additional confirmation before shipment
Most legitimate customers understand this and provide the information without issue.
Why Orders May Be Cancelled
If required details are not provided or the information cannot be verified, we may cancel the order before processing payment. This is done to protect:
- Our customers
- Our payment systems
- Our small, independently owned business
Cancellations are not personal and are not a judgment of the customer. They are simply a security decision.
Respectful Communication Matters
We understand that delays or cancellations can be frustrating. That said, hostile or abusive messages do not help resolve concerns and may result in immediate termination of communication.
We believe in respectful, clear, and honest interaction on both sides.
Our Commitment
SunCloud® cushions are made with care, intention, and integrity. Our policies allow us to continue serving customers safely, fairly, and consistently.
If you ever have questions about shipping or verification, we’re happy to answer them before an order is placed.
Third-Party Shippers and Freight Forwarders
To protect our customers and our business, SunCloud® does not ship orders to unverified third-party shipping brokers, freight forwarders, or intermediary addresses without full verification.
All orders must include:
- A valid recipient name
- A complete, verifiable delivery address where the item will be physically received
If a third-party shipping service is used, we may request the final destination address and recipient information. Orders that cannot be verified, or where requested inform