We will select an appropriate logistics carrier based on the destination country or region, package type, and actual operating conditions. Delivery procedures, service methods, and fulfilment routes may vary by country or region due to carrier networks, service levels, local regulations, customs requirements, and last-mile delivery conditions.
By placing an order, you acknowledge and agree that the actual delivery process and method may be adjusted according to local carrier networks and operating rules.
Packages are usually delivered to the shipping address provided at checkout. Estimated delivery times are for reference only and do not include delays caused by customs clearance, failed delivery attempts, local holidays, weather, access restrictions, policy changes, carrier operational adjustments, or other circumstances beyond reasonable control.
If door-to-door delivery cannot be completed, the carrier may, according to local regulations and service terms, arrange redelivery, third-party collection, pickup from a service point or locker, or temporary storage at a designated location. We do not operate pickup warehouses. If direct delivery is unavailable, you may need to collect the package from a carrier-designated location.
Remote or restricted areas may have delivery coverage limits, additional fees, or operational restrictions. Door-to-door delivery may not be available in these areas, and the carrier's arrangement will apply.
Address changes may be requested before shipment. After shipment, whether an address change is supported depends on the carrier, and success cannot be guaranteed. Address changes or rerouting may incur additional fees.
International orders must comply with the customs laws and regulations of the destination country or region. The recipient must cooperate with document submission, identity verification, declaration, and payment of applicable taxes or fees.
Carriers or customs authorities may require the recipient to provide identification, documents, or additional information, and to pay applicable charges as required.
Customs duties, import VAT, customs clearance service fees, and other related costs are borne by the recipient and must be paid on time according to local requirements.
If taxes or fees are not paid on time, or required documents are not submitted, the package may be delayed, returned, held, or destroyed. Any resulting risks and costs are the recipient's responsibility.
Special note for Brazil orders: All customs clearance and import taxes must be handled and paid by the recipient within the required timeframe. Otherwise, the package may be returned or processed by local customs.
If related fees arise, please pay them promptly and keep payment receipts and official documents for future inquiry or assistance.
Undeliverable packages: If a package cannot be delivered because of an incorrect address, an unreachable address, the recipient's failure to respond, failure to collect within the required period, or failure to complete required actions such as customs clearance or fee payment, the package may be stored, redelivered, returned, or processed according to local rules. Any resulting fees or losses are borne by the recipient.
Delivery shown as delivered but not received: If tracking shows delivered but you have not received the package, please check your doorway, mailbox, and nearby areas; ask neighbours, family members, front desk, reception, or property management staff; and review any delivery photo or proof of delivery provided by the carrier.
Please contact us as soon as possible. We will assist with a carrier investigation and review the case based on logistics records, carrier feedback, available evidence, and applicable rules.
Undeliverable and returned packages: If a package cannot be delivered normally, the carrier may store, redeliver, return, or lawfully dispose of it. Returned packages will be handled according to our return and refund policy.
If a package cannot be returned because of regulatory restrictions, product attributes, or carrier policies, we will review and handle the case based on logistics records and the carrier's processing result.
Responsibility review: Delivery exceptions, delays, and disputes will be reviewed primarily based on tracking records, carrier feedback, and customs processing results. Unless directly caused by our intentional misconduct or gross negligence, we are not responsible for losses caused by carriers, customs, or other third parties.
All delivery, customs clearance, and package handling are subject to the laws and regulations of the destination country, customs requirements, and the carrier's official service terms.
If customs supervision, policy changes, carrier operations, or other third-party factors cause delay, detention, destruction, confiscation, or other package exceptions, we will provide assistance according to applicable rules but do not assume related liability.
Returned packages, delivery exceptions, and delivery disputes will be reviewed based on logistics records, carrier feedback, customs processing results, and platform rules.
Customers must provide true and complete shipping information, monitor tracking updates and related notices, and complete required pickup, redelivery, customs clearance, tax payment, or address confirmation actions on time.
We provide logistics consultation and assistance within the scope of applicable rules, but we are not responsible for additional risks or losses caused by regional policies, customs requirements, or carrier operations.
If the logistics company shows that the package has been signed for but the package has not been received, we would like to explain the following points to help you
communicate and solve the problem better:
1. Liability: Once the package is marked as "delivered", our and the logistics company's responsibilities are mainly to ensure that the package is delivered to the address
you provided. If you do not actually receive the package, we will actively assist you in locating it and claim compensation from the logistics company, but we may not be
able to directly bear all the responsibility for any loss or inconvenience in the process unless it is caused intentionally or by gross negligence on our part.
2. Solution steps:
· Contact us immediately: Please contact us as soon as possible through our customer service channels (phone, online customer service, email, etc.) and provide detailed
order information and a description of the situation in which the package was not received.
· Assist in the investigation: We will contact the logistics company and ask them to conduct an internal investigation and provide corresponding evidence or solutions.
· Claim application: If the investigation confirms that the package is indeed lost or cannot be found, we will assist you in filing a claim application with the logistics
company and try our best to fight for your legal rights and interests in accordance with the regulations and procedures of the logistics company.
