Excluded Countries
The following countries are not eligible for resolution and are excluded from this policy:
Africa
European Union (EU) or European Economic Area (EEA)
Middle East, excluding United Arab Emirates (UAE)
China
Russia
Conditions
Order is eligible for resolution if any of the following conditions are met:
Seized
You have received a notification of seizure from customs. Please provide a clear image of the letter when contacting our support team.
Lost
Packages are considered lost only after the designated number of business days (Monday - Friday) since the last tracking update, not order date, depending on the warehouse.
Warehouse | Days since last tracking update before considered lost |
🇮🇳 India | 30 business days (6 weeks) |
🇺🇸 USA | 20 business days (4 weeks) |
🇬🇧 UK | 20 business days (4 weeks) |
🇪🇺 EU | 25 business days (5 weeks) |
Returned
Packages that are returned before clearing customs. Does not apply to packages that are returned due to client error, including but not limited to:
Unrecognized recipient on shipping address
Unauthorized recipient during delivery
Incorrect or unrecognized shipping address
Procedure
If any of these situations apply and your country is not excluded from the list above, please reach out to us ASAP. When contacting support, kindly specify:
Email address used to place the order.
Order number (consists of digits only and begins with # symbol, not the tracking number).
Preferred option for resolution:
Reshipment - Confirm full shipping address including recipient name.
Reimbursement - Ensure that you have registered an account. There is no expiration date on your credit.
We may charge extra shipping fees to split up packaging if we find your order to be at risk due to its size or other factors. We do not derive any financial gain from this.