If a package shows up on tracking website but doesn't delivery for some periods of time, a refund or a free replacement package can be sent by customers' choice as soon as the original package is verified lost by the carrier which is selected when an order is placed.

Each shipping carrier impose a different grace period before a package can be investigated and determined verified lost. Here are the grace periods for each of the shipping carriers presented during checkout:

FedEx, UPS, DHL, and EMS Express	2 business days after shipping
Australia Expedited Air	online tracking shows no update for 14 days
Registered Airmail via Singapore Post	online tracking shows no update for 18 days
Registered Airmail via Russian Post	online tracking shows no update for 25 days
Registered Airmail via Sweden Post	online tracking shows no update for 18 days
Registered Airmail via Hong Kong Post	online tracking shows no update for 60 days
Registered Airmail via China Post	online tracking shows no update for 30 days
China Post Surface Mail	online tracking shows no update for 30 days
DHL Global Mail	online tracking shows no update for 21 days
TNT-PostNL European Registered Airmail	online tracking shows no update for 30 days
USPS Expedited for Battery Products	online tracking shows no update for 18 days
USPS First-Class via Hong Kong Post	online tracking shows no update for 18 days
USPS First-Class ePacket	online tracking shows no update for 18 days
Canada Express ePacket	online tracking shows no update for 18 days
United Kingdom (UK) Express ePacket	online tracking shows no update for 18 days
Australia/New Zealand Express ePacket	online tracking shows no update for 18 days
Germany Express ePacket	online tracking shows no update for 18 days
Norway Express ePacket	online tracking shows no update for 18 days
South Korea Express ePacket	online tracking shows no update for 18 days
Singapore Express ePacket	online tracking shows no update for 18 days
Vietnam Express ePacket	online tracking shows no update for 18 days
France Express ePacket	online tracking shows no update for 18 days
Russia Express ePacket	online tracking shows no update for 18 days
Regular Airmail	60 days after shipping
Other carriers	typically when online tracking shows no update for 30 days

Submit a support ticket if you believe your package is lost. We will contact the carrier for the whereabouts of the package, and if it cannot be found, the package will become verified lost.

For postal carriers including airmail, registered airmail and e-packets, it takes 1 to 4 weeks for postal carriers to determine whether a package is lost.

For express carriers including FedEx Express, DHL Express, and UPS Express, it generally takes a day or two for the carrier to locate packages.