FAQ > My package is lost

If you haven't received your package after 45 days for domestic or 60 days for international have passed from dispatch date and there is no recent movement on the tracking number, please contact us using Support Tickets section and our support team will investigate the case and in case of confirmed loss we will provide you 1x reship.

Please note that we cannot provide reship guarentee or refund for following situations:

• If package has "Delivered" status on tracking events.
• If provided address by the customer is wrong (we check shipment label on our warehouse records, if matches the address given by customer or if it's an error by warehouse).

Note: Any undelivered package can be claimed only within 60 days after the dispatch time. We can't accept it later since it will be difficult to investigate after long period of time.