What should I do if I don't receive my package?

We strive to ensure that your packages are delivered to you as safely as possible, but the shipping process is not 100% controllable. Don't worry, we offer solutions to address this issue.

*First of all please do not file a chargeback with your bank, if you do that you may lose your money and we may lose the product.

Domestic UPS/USPS Package

For domestic customers in the U.S., we generally use UPS/USPS for delivery. We have in-depth cooperation with Shopify, and each UPS/USPS shipping label includes insurance. The following are some common processing procedures.

1. The Package Keeps Showing in Transit

Due to weather or holidays, the package may be delayed on the road. If the information is not updated for more than 3 days, please contact the corresponding courier company for detailed instructions:

UPS: 1-800-742-5877
USPS: 1-800-275-8777

If it has not been received for more than 20 calendar days, please contact us. We will claim compensation from the insurance company, and you can choose to refund or re-ship. The claim process will take about 1 week, and you may need to sign and confirm online.

2. The Package Showed as Delivered, But It Wasn't

Please contact the courier first to confirm whether the package has been delivered correctly. Sometimes the courier will leave the package in a secret location, and sometimes the package may be received by your neighbor or family member. If you have surveillance, please check the surveillance to find the detailed dynamics of the package.

Call courier company's customer service phone number:

UPS: 1-800-742-5877
USPS: 1-800-275-8777

If you are sure you cannot find your package, please contact us. Our insurance covers porch piracy. However, please note that claims can only be made 20 calendar days after shipment, and the claim process may take about a week. A police report may be required.

3. Damaged Items

We will carefully check our products before shipping. If the product you receive is damaged, please keep the package and contact us (As Soon As Possible).

Photos of the damage are required

  • Clear photo(s) of the carrier packaging and product package.
  • Clear photo(s ) of how the item(s ) are damaged.

Please keep the damaged package in a safe place as the insurance company may ask you to send the package to the insurance company for verification.

International Express and Other Express Company Packages

International packages take longer to receive, we are responsible for undelivered packages, if you do not receive your package within 30 calendar days, please contact us. However, we are not responsible for packages that the carrier has confirmed to have been delivered. We do not provide refunds or credits for packages that the carrier has confirmed to have been delivered.

Contact us

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Frequently Asked Questions

Can I file a claim if the courier is delayed in delivery?

No, but we will make it up.

No, our plan does not cover this. We understand the loss you may suffer due to package delay, please contact us and we will give you discounts and gifts on your next order to make up for your loss.

Can I claim compensation if the delivery address is wrong?

No, please make sure the order is filled in with the correct address

After the order is completed, you will also receive an order confirmation email. Please check the delivery address carefully. If it is wrong, please contact us in time to change it to the correct address. Please contact us as soon as possible, because the address of the package that has been shipped cannot be changed!

But please know: if your address is correct, you can claim compensation if the courier delivers the package to the wrong address.