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FAQ
Can a refund be issued if a package becomes stuck, or lost in the delivery process?
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.