Fail to receive an item?
Tracking information is unavailable
Tracking information is unavailable - No information can be found on the carrier's official website for the tracking number provided. In this case, we will take the full responsibility and make a full refund to you
We shipped out the item, but you did not receive it - Shipping information is incomplete
Case 1: The item is in transit - This refers to any delivery failure cases except for customs detention. The tracking information shown on the carrier's official website includes: customs cleared, leaving the processing center, being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to you in principle.
Case 2: If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g.'the address is unavailable for delivery'),but the item is shipped back to us.
For non-customer made items: We will deduct the shipping fee while return the rest of the payment to the buyer.
For customer made items: Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price.
In this case, If the buyer needs the item, he or she should pay for the shipping fee, and we will reship it to the right address.
Case 3: If the delivery fails and the item is not returned to us.
In this case, the buyer should be eligible for a partial of the product purchase price as well as the shipping fee.
We shipped out the item, but you did not receive it ---- The item is held at the customs
This refers to the case that the package is held in detention at customs. The dispatching party should be responsible for providing evidences to clear the customs.
Case 1: If the item is held in detention at the dispatching party's customs, we should make a full refund to the buyer.
Case 2: If no written certification is provided by the customs about the detention, the goods are deemed to be en route and we should handle the case.
Case 3: If the item is held in detention at the customer's customs, the buyer is responsible for clearing the customs