All disputes shall be opened on the respective platform. Otherwise, your account may be permanently blocked.
A quicker dispute resolution process is available, and it would be greatly appreciated if you provide:
a. Photos or videos of the damaged item to prove the damage. If photos cannot prove the damage, please upload a video.
b. A screenshot of the e-mail or dispute received, including the name, date, and content. This means a customer has sent a complaint (through PayPal Dispute or other Gateway, e-mail, etc.).
c. Products need to be returned if the dispute team asks for a return in the dispute.
Except for the important interpretations, a refund, resend, or return will be accepted under the following circumstances:
- Orders Delayed
Orders with missing tracking information, in transit, pending, or expired 60 days after departure from the warehouse are eligible for a dispute. Specific timelines for certain countries and shipping methods may vary:a. For orders shipped to the USA, it will be counted 45 days after departure.
b. For Brazil, it is 110 days from departure due to strict customs clearance.
c. For certain shipping methods, disputes can only be addressed after 100 days from departure.
d. For special shipping methods, disputes may not be processed.
Notes:
- If an order arrives at the nearest post office and is pending due to insufficient address, unclaimed package, or other issues, it is advised to contact the local post office for delivery.
- In certain cases, local tracking may indicate a delivery sign, but the customer claims non-receipt. This process may take 1-2 months for verification, with no guarantee of a positive result.
- Orders Not Received
Refunds or resends will not be processed if tracking shows the order as delivered. If the order is not received, a non-delivery certification from the local post office with an official seal is required.
Tracking alerts can occur for the following reasons:
- Incorrect or insufficient address
- No such number
- Unknown recipient
- Refused delivery
- Package not picked up in time
- No safe delivery location
- Uncleared customs
- Other reasons
Notes:
- Local distributors will attempt delivery 1-3 times. If unclaimed, the package will return to the post office, and customers will need to pick it up.
- For undelivered orders or destroyed packages, no refund or resend will be provided if the logistics company does not process the return.
- Products Damaged
A full refund or replacement is offered if the product arrives severely damaged. For partial damage (e.g., slight scratches, small wrinkles), a partial refund or replacement is offered.
Notes:
- For fragile items, a refund is highly recommended.
- Damaged packaging boxes are not eligible for a refund.
- For ordinary or electronic products, disputes must be filed within 30 days of delivery.
- Incorrect or Missing Products
If a wrong or missing item is received, the following actions will be taken:
- Full refund or replacement for incorrect products.
- Refund or resend for wrong color or size issues that do not affect functionality.
- Partial refund or resend for missing parts that do not affect functionality.
- Replacement for missing parts that affect product function.
Notes: For size-related disputes, providing a photo with accurate measurements will help expedite resolution.
- Order Cancellation
Full refunds will be given for order cancellations before processing begins. However, some orders cannot be canceled:
- POD (Print on Demand) orders cannot be canceled after payment.
- Preorder inventory or custom orders cannot be canceled after payment.
- Orders with specific photo and video requirements cannot be canceled after payment.
Important Interpretations:
- Deadline for Opening Dispute
Disputes cannot be opened if the order status is closed or if tracking information is unavailable. - Force Majeure
No responsibility will be taken for product damage or shipping delays caused by force majeure events, including epidemics, strikes, natural disasters, etc. - Shipping Method Limitations
Some shipping methods are not trackable to certain countries. Disputes will not be accepted for these methods. - Destination Limitations
Due to international shipping limitations, no disputes will be accepted for orders shipped to certain countries (e.g., Brunei, Cambodia, Afghanistan, Iraq, etc.). - Returns
Returned products should be sent to the warehouse, but returning items is discouraged due to high international shipping costs and potential damage during transit.
Notes:
- Returns must be made within 30 days after receiving the product.
- Service Products
Disputes involving service products are not accepted under certain circumstances, such as product damage or shipping delays. If no quality inspection was conducted, disputes may not be processed. - Unacceptable Disputes
Unacceptable disputes include:
- The buyer simply does not like the product.
- Incorrect product descriptions.
- Unusual product smells.
- The buyer ordered the wrong items.
- Incorrect shipping address.
- Agreed product differences.
- Issues with deleted tracking information.