Package Not Received
If you have not received your package, please contact us within 7 days of the delivery status showing as “delivered.” After this period, we will assume the package has been successfully delivered.
AliExpress Orders
If the tracking information shows that the package has been signed for but you have not received it, the local post office may have signed on your behalf. Please contact them to locate the package. If you need contact information for the local post office, feel free to reach out to us.
Online Store / Amazon Orders
- First, please double-check your shipping address for accuracy and confirm if a neighbor or family member accepted the package on your behalf.
- If you are sure the package was not received, provide your order details, and we will assist you in contacting the carrier and initiating an inquiry.
- If the delivery address is confirmed as incorrect, we will need supporting evidence, such as a photo of your address or surveillance footage, to help the carrier investigate further.
If you refuse to provide the necessary information, which prevents the carrier from investigating or filing a claim, we will not be responsible. To expedite the investigation, we recommend that you also contact the carrier directly while reaching out to us.
Package Damage
If your package is damaged upon arrival, please take clear photos of the damage and record an unboxing video as soon as possible. Check the contents to ensure the items are intact and the quantity is correct. Send the photos and video to our customer service team. Please report the damage within 24 hours of receiving the package so we can provide a timely solution. Depending on your needs, we will arrange a return, exchange, or offer other compensatory measures.