Issues
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Issues

What should I do if the track information is unavailable?

Tracking information is unavailable - No information can be found on the carrier's official website for the tracking number provided. In this case, Please contact our customer service first and see what happened.

We have sent you the item but you have not received it----Shipping information is incomplete

 

Case 1: The item is in transit. It refers to any delivery failure case except for customs detention. The tracking information shown on the carrier's official website includes customs cleared, leaving the processing center, and being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to customer in principle.


Case 2: If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g. “the address is unavailable for delivery”), the item will be shipped back to us.To get your package back, please contact our customer service first.


For non-customer made items: We will deduct the shipping fee while return the rest money of the payment to the buyer.


For custom made items: Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price.


In this case, if the buyer needs the item, he or she should pay for the shipping fee, and we will reship it to the right address.


Case 3: If the delivery fails and the item is not returned to us.


In this case, the buyer should be eligible for part of the product purchase price as well as the shipping fee.

 

We have sent back the item, but you did not receive it ---- The item is held at the customs

 

It refers to the case when the package is held in detention by customs. The dispatching party should be responsible for providing evidences to clear the customs. please contact our customer service first if you have any problem.


Case 1: If the item is held in detention at the dispatching party's customs, we will make a full refund to the buyer.


Case 2: If no written certification is provided by the customs about the detention, the goods are deemed to be en route and we will handle the case based on the specific situations according to “the above Case 2 of shipping information is incomplete”.


Case 3: If the item is held in detention at the customer's customs, the buyer is responsible for clearing the customs.

 

The item seems delivered successfully but I haven’t received it.

 

It refers to the case when the tracking information on official website about shipping carrier shows that the order has been successfully delivered to the destination.
Suggested solutions:


Case 1: The information about our shipping cost completely matches the shipping information agreed by both of us, and the information about the successful delivery matches with those as follows:


•Countries, cities, postal codes, time and signees match.


•Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.


•Countries, cities, postal codes and time match but signees do not match.


•Countries, cities, time and signees match but postal codes do not match


For any of the situations mentioned above, we are sorry we are unable to take such case.


Case 2: The information about our shipping cost completely matches the shipping information agreed by both of us, but the information about the successful delivery does not match with those as follows:


•Countries and time match, but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.


•Time matches but countries, cities, postal codes and signees do not match. For any of the situations mentioned above, we should refund the full payment to the buyer.

 

What can I do if the item is shipped back to you?

Please contact our customer service to confirm the situation first. 

It refers to the case when the tracking information is available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.

Suggested Solutions:

Case 1: The information about our shipping cost matches with the shipping information agreed by both sides of us, so is the information about the successful delivery. Please take the following cases as the reference:
•Countries, cities, postal codes, time and signees match.

•Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.

•Countries, cities, postal codes and time match but signees do not match.

•Countries, cities, time and signees match but postal codes do not match
For any of the situation mentioned above, we Marryalizee are unable to take it.

 

Case 2: The information about our shipping cost completely matches with the shipping information agreed by both of us, but the information about the successful delivery does not match with each other. Please take the following info as the reference:


•Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.

•Time matches but countries, cities, postal codes and signees do not match. For any of the situation mentioned above, we will refund the full payment to the buyer.