My package has just been updated at a failed delivery attempt, how do I rearrange delivery? What if my order fails to arrive, missing, not delivered, or gets lost in the post? Can you resend my order?
Failed Delivery Attempt
Please proceed to your local postal service provider website 🇺🇸 USPS, 🇬🇧 Royal Mail, or 🇦🇺 Australia Post ASAP for the delivery arrangement or if you have any questions regarding the delivery process. You may arrange redelivery by using the Schedule a Redelivery feature on the USPS website or calling 800-ASK-USPS, or may pick up the item at the Post Office indicated on the notice. If this item is unclaimed within 5 days then it will be returned to the sender.
Returned to Sender
However, if your package doesn’t arrive owing to an error on behalf of the postal services, or was returned to sender, we will re-ship your order for free if it has not yet been received 30 days after dispatch. Alternatively, you can opt for a refund.
Should you have any redelivery-related inquiries, please contact us.
Lost or Missing Package
Fortunately, there’s not much chance of your order getting lost – only about 0.2% of packages disappear in the postal system.
Order information may not appear in the tracking system until the shipment reaches your destination country, so sometimes it may show you “Pending” or “Tracking does not exist”. Please allow 5 to 7 business days after receiving your shipping confirmation email to track your shipment. We’ll send you a tracking notification by email once your tracking number is live.
Where to Track Your Order
Once your order is in-country, please use your local governmental postal service website for the best tracking updates. Additionally, you can track all of your shipments at 17Track.
👉 USPS Tracking for all US orders (LKxxxxxxxxxFR, LPxxxxxxxxxIN, RRxxxxxxxxxAE or LTxxxxxxxxxSG).
Note: Shipments with an FR suffix (LKxxxxxxxxxFR) will not appear on the USPS website until they arrive in the USA;
👉 Asendia website for orders that have an FR suffix regardless of the destination country (LKxxxxxxxxxFR);
👉 17Track can also be used for packages shipped from Dubai via Emirates Post for more accurate results (RRxxxxxxxxxAE);
👉 Royal Mail for parcels sent from India to the UK (RMxxxxxxxxxxxIN);
👉 India Post for packages sent from India to anywhere in the world (LPxxxxxxxxxIN, EAxxxxxxxxxxxIN or RMxxxxxxxxxIN);
👉 Australia Post for packages sent from India and Singapore to Australia (LPxxxxxxxxxIN, EMxxxxxxxxxIN or LTxxxxxxxxxSG);
Note: Shipments with an FR suffix (LKxxxxxxxxxFR) will not appear on the Australia Post website until they arrive in Australia;
👉 Singapore Post for packages shipped from Singapore for more accurate results (LTxxxxxxxxxxxSG);
👉 Singapore Post for packages shipped from India to Singapore (EAxxxxxxxxxxxIN);
👉 Swiss Post website for orders that have an CH suffix regardless of the destination country (LPxxxxxxxxxCH);
If your order has been assigned a tracking number, it means your package has been successfully shipped and your order status is In Transit. Order information may not appear in the tracking system until the shipment reaches the first local port in your country, so sometimes you may see "Unknown," "Pending," "Not Found," or "Tracking Does Not Exist.
Refund & Re-Shipping Policy
We want to make sure you have a positive experience with us. Most of our deliveries go smoothly, but if there’s a problem with a product, our refund policy assures that buyers satisfied the product they ordered, or always get their money back.
You can use our 100% money-back guarantee when:
- You don’t receive an item within 30 days;
- You receive an item that doesn’t satisfy your needs.
Please note that we offer re-shipments only (no refunds) if you provide an invalid shipping address, or if you do not accept or pick up the order after a failed delivery attempt.
If your package is delayed or misplaced by the postal or courier services, we will re-send your order for free on request or refund your payment.
- Please check our tracking tool to ensure that the delivery is overdue before taking the next step.
- Inform us of the non-delivery. Our first step will be to follow up on your package, and if the postal services are unable to rectify the issue, we will re-ship for free or refund as per your preference.
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