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.
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