If you encounter any of the following issues after receiving your package, please follow the corresponding guidelines below so we can efficiently process your case:
1. Missing Items in the Package
If you find that the number of items in the package is incomplete, please keep the original outer packaging and contact our Customer Support team immediately. To help us verify the issue quickly, please provide the following materials:
If you find that the number of items in the package is incomplete, please keep the original outer packaging and contact our Customer Support team immediately. To help us verify the issue quickly, please provide the following materials:
- Clear photos of the outer packaging (including the entire box and the sealed edges).
- A clear photo of the tracking number on the outer packaging (ensure both the barcode and numbers are legible).
- A complete photo of the original shipping label at the bottom after peeling off the top label (to verify the original shipping information).
- Clear photos of all the products you received (clearly showing the condition and quantity of the items).
Note: Typically, there are two overlapping shipping labels on the surface of your package. The top label is usually the local delivery tracking number used for domestic delivery, while the bottom one is the original shipping label from the merchant, which represents the initial logistics information of the package.
2. Items Damaged During Shipping
If you find that the item was damaged during transit, please take photos of the outer packaging box and the damaged parts of the items, and send them to our Customer Support team for review and further processing.
If you find that the item was damaged during transit, please take photos of the outer packaging box and the damaged parts of the items, and send them to our Customer Support team for review and further processing.
3. Marked as Delivered but Package Not Received
Sometimes tracking information may be inaccurate, causing a package to be incorrectly marked as "Delivered" before it actually arrives. Your package will likely be delivered within the next few days. During this time, we recommend checking with your neighbors or contacting the local carrier for more information to locate your package.
Sometimes tracking information may be inaccurate, causing a package to be incorrectly marked as "Delivered" before it actually arrives. Your package will likely be delivered within the next few days. During this time, we recommend checking with your neighbors or contacting the local carrier for more information to locate your package.
If you still have not received the package after 3 days, please first check your porch, mailbox, or nearby pickup points (such as neighbors, property management, or parcel lockers). If you still cannot find it, please contact our Customer Support team to request an investigation and reach out to the local carrier to request a "Proof of Loss" document (if applicable, this can expedite the carrier's investigation process).
Important Notice: If the tracking website shows the package as "Delivered" for more than 1 month, the delivery details will be deleted from the carrier's website, and the package will no longer be eligible for an investigation. In such cases, the carrier will not provide us with any compensation for these orders. Therefore, if you notify us via email to investigate the package more than 1 month after it was marked as "Delivered" on the carrier's website, we regret that we will be unable to take further action or provide any refunds.
Thank you for your cooperation! The above information will help us conduct investigations and follow-up processing more efficiently.
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