--- title: Shipping Address Is Invalid description: When requesting an aTouchAway® solution Kit, address formatting must follow Canada Post's guidelines. --- [Skip to content](https://info.aetonix.com/shipping-address-is-invalid#main-content) English Show submenu for translations [![Aetonix\_color\_white\_background-01.png\]](https://info.aetonix.com/hs-fs/hubfs/Aetonix_color_white_background-01.png?height=40&name=Aetonix_color_white_background-01.png)](https://www.aetonix.com) - [Help Centre](https://info.aetonix.com/) - [Go to Customer Portal](https://info.aetonix.com/portal) Open main navigation Close main navigation - [Help Centre](https://info.aetonix.com/) - [Go to Customer Portal](https://info.aetonix.com/portal) - English Show submenu for translations - [Submit a Help Request](https://info.aetonix.com/submit-a-help-request) [Submit a Help Request](https://info.aetonix.com/submit-a-help-request?hsLang=en) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://info.aetonix.com/?hsLang=en) 2. [Resources for Managers](https://info.aetonix.com/resources-for-managers?hsLang=en) 3. [Manager Specific FAQs](https://info.aetonix.com/resources-for-managers?hsLang=en#manager-specific-faqs) # Shipping Address Is Invalid ## When requesting an aTouchAway® solution Kit, address formatting must follow Canada Post's guidelines. If an error message that says "The shipping address provided is not valid, please verify and try again." appears on the **Request Kit window** in the **aTouchAway® Dashboards**, the address or name format may be causing an issue. ![](https://info.aetonix.com/hs-fs/hubfs/image-png-Mar-05-2025-05-30-40-3109-PM.png?width=600&height=439&name=image-png-Mar-05-2025-05-30-40-3109-PM.png) #### Spaces in the Text Field(s) When entering an address, be sure to *not add any spaces* before or after the text. ![](https://info.aetonix.com/hs-fs/hubfs/image-png-Mar-05-2025-04-15-06-6718-PM.png?width=688&height=133&name=image-png-Mar-05-2025-04-15-06-6718-PM.png) #### Address includes an Apartment Number If the patient has an address with an apartment / suite number, please add the information in the *Address 1* field in this format: apartment number-building number street name.  For example, enter 45-123 Main St in the *Address 1* field.  Do not enter information in the Address 2 field. ![](https://info.aetonix.com/hs-fs/hubfs/image-png-Mar-05-2025-04-17-51-4741-PM.png?width=688&height=129&name=image-png-Mar-05-2025-04-17-51-4741-PM.png) #### Brackets in the Patient's Name If the patient's name includes brackets, for example James (Jim) Smith, the "Shipping address is not valid" error message may appear.  To correct this issue, the patient's name needs to be edited.  To do so, click the X in the top right corner of the Request Kit window or the Cancel button at the bottom. On the **Patients page**, click the ***3-dots*** to the right of the patient's name and click ***Edit***. Update the patient's name on the **Edit Patient Info**, and click ***Save***. Then, retry the Kit Request Process. #### Commas Do not include any commas ( , ) in the address field.  For example, the address 45-123 Main St**,** includes a comma after St.   Please ensure that when copying and pasting addresses in a text field to not include any commas. ### Suggestions that may help: #### Canada Post To check if an address is correct, use the *Canada Post Address Complete* checker at: [https://www.canadapost-postescanada.ca/ac/](https://www.canadapost-postescanada.ca/ac/) Once the address has been confirmed, copy the correct address from the Canada Post site (yellow square below) and paste the address information in the correct fields in the aTouchAway® Dashboards. ![](https://info.aetonix.com/hs-fs/hubfs/image-png-Mar-05-2025-04-24-25-5474-PM.png?width=375&height=206&name=image-png-Mar-05-2025-04-24-25-5474-PM.png) #### Google / Other search engine Look for alternative postal codes that are used in the area by searching for the address using an Internet search engine. In the search field, enter the patient's street address without the postal code. Enter the phrase "postal code" at the end of the address in the search field.  For example: ![](https://info.aetonix.com/hs-fs/hubfs/image-png-Jun-02-2025-05-11-30-4683-PM.png?width=1304&height=132&name=image-png-Jun-02-2025-05-11-30-4683-PM.png) The search engine may return a list of alternative postal codes.  In the aTouchAway® Dashboards, enter the patient's address using each of the returned postal codes. - [Get Help Fast!](https://info.aetonix.com/get-help-fast?hsLang=en) - [User Manuals for Kit Devices](https://info.aetonix.com/user-manuals-for-kit-devices?hsLang=en) - [General Help Resources](https://info.aetonix.com/general-help-resources?hsLang=en#main-content) - [Download and Install the App](https://info.aetonix.com/general-help-resources?hsLang=en#download-and-install-the-app) - [Manage your account settings](https://info.aetonix.com/general-help-resources?hsLang=en#manage-your-account-settings) - [Troubleshooting Installation Issues](https://info.aetonix.com/general-help-resources?hsLang=en#troubleshooting-installation-issues) - 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