If your package arrives damaged, incomplete, or fails to arrive at all, please follow the steps below to ensure your claim is processed smoothly and efficiently.
Keep all outer and inner packaging materials, including the shipping box, bubble wrap, and shipping label. Carriers may require these for inspection before approving your claim.
Note : If you discard any packaging before the investigation is complete, your claim may be denied.
You must submit a claim directly to the local carrier responsible for the final delivery.Be sure to submit your claim within the carrier’s specified deadline:
FedEx: within 21 days from shipment date
UPS: within 14 days from shipment date
EMS: within 4 months from dispatch date
Once you’ve submitted your claim, the carrier will review it — please wait until their process is complete.
To help us initiate an investigation and assist with your case, please provide the following details:
Your name, email address, suite number, and package ID (PKG ID)
Reason for your claim (e.g., damaged item, missing contents, package not delivered)
Clear photos of the damaged items
Photos of the outer and inner packaging, including the shipping label
An unboxing video clearly showing the package being opened and the condition of its contents
Order confirmation and shipping receipt from the original seller
Important : If your items are damaged, please keep all packaging materials until the claim is fully resolved
Once all required information is received, we will start an investigation with our carrier and warehouse partners. If the claim is approved, compensation will be proceeded according to the policies outlined below.
Compensation amounts are determined by the carrier’s policies for damaged or lost packages.
Compensation is based on the total item value stated on the commercial invoice, which is generated using the information you provided on your order form.
Claims without sufficient evidence, especially without an unboxing video, may result in limited or denied compensation.