Question 1

The tracking shows "Delivered," but I never received my package. What now?

Accepted Answer

First, thoroughly check all possible receiving areas: porch, garage, lobby, and with neighbors or household members. If it's truly missing, contact us immediately. We will verify the delivery confirmation with the carrier and work with you to find a solution.

Question 2

My package is stuck in customs. What are my responsibilities?

Accepted Answer

Customs clearance times and procedures are entirely controlled by the importing country's government. While Moresoo provides all necessary commercial invoices to facilitate smooth clearance.

Question 3

Can I get a refund if my order is confirmed lost?

Accepted Answer

Absolutely. If our investigation with the carrier confirms that the package is lost in transit, you have a full guarantee. We will offer you a choice: a complete refund of your purchase or we will reship a brand new order to you at no extra cost.

Question 4

My package arrived damaged or open. What is the procedure?

Accepted Answer

Please do not discard any of the packaging! To file a successful claim, we need you to take clear, time-stamped photographs of the outside box showing the damage and the inside contents. Contact us within 48 hours of delivery with these photos and your order number. After a quick review, we will promptly reship or refund your order.

Question 5

Why hasn't my tracking updated in over 5 days?

Accepted Answer

As detailed above, this is most commonly due to a gap in carrier scans during transit or a customs hold. While frustrating, it is often not an indication that the package is lost. No update for more than 5 days is your cue to contact us. Send us your order number, and we will initiate a trace with the carrier.

Question 6

Can tracking suddenly update after several days with no movement?

Accepted Answer

Yes. Sometimes a package continues moving through the carrier network even when individual scans are missed. Once the package reaches the next sorting facility or local delivery center, several tracking updates may appear at the same time.

Question 7

What should I do if my tracking number shows “Not Found”?

Accepted Answer

If your tracking number shows “Not Found,” wait 24–48 hours first. The shipping label may have been created before the carrier completed the first physical scan. If the status still does not change after this period, verify the tracking number and check it directly on the carrier’s official tracking website.

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