Service Center FAQ
This FAQ page provides key information on our services, including warranty policies, repair procedures, and product support. It ensures you understand the guidelines for accessing our after-sales services and helps answer common questions quickly and efficiently.
Last updated: April 2024
Logistics Problem
1. Logistics Issues FAQ
My package is delayed and hasn't arrived on the expected delivery date. What can I do?
Initial checks:
- Verify the tracking information to see if there are any updates or notifications about the delay.
User-actionable steps:
- Contact the shipping carrier directly for more information on the delay.
- Check for any notifications from the carrier or local post office regarding potential delivery issues.
Further assistance:
- If the delay persists without updates, contact customer support with your tracking number and order details for further investigation.
The tracking information for my package hasn't been updated in several days. What should I do?
Initial checks:
- Verify that the tracking number is correct by checking the carrier's website for updates.
User-actionable steps:
- Contact the shipping carrier to inquire about the status of your package.
Further assistance:
- If no updates are available after an extended period, contact customer support with your tracking number and order details for further assistance.
My package was marked as delivered, but I have not received it. What can I do?
Initial checks:
- Verify the delivery address and check around your property for the package.
- Check your email or SMS to confirm that you received a delivery notification.
User-actionable steps:
- Contact the shipping carrier to verify that the package was delivered.
- Check with neighbors or building management to see if the package was delivered on your behalf.
Further assistance:
- If the package remains missing, contact customer support with your order details and tracking number for further investigation.
My package arrived damaged. What should I do?
Initial checks:
- Inspect the package and its contents to assess the extent of the damage.
User-actionable steps:
- Take photos of the damaged packaging and items for documentation.
- Contact the shipping carrier to report the damage and initiate a claim if necessary.
Further assistance:
- Contact customer support with your order details, photos, and any communication with the carrier to arrange for a replacement or refund.
I received the wrong item in my shipment. What can I do?
Initial checks:
- Verify the contents of the package against your order details.
User-actionable steps:
- Take photos of the incorrect item and the shipping label for reference.
- Contact customer support with your order number, photos, and a description of the issue to arrange for a return or replacement.
Further assistance:
- Follow any instructions provided by customer support for returning the incorrect item and receiving the correct one.
My package was returned to the sender. What should I do?
Initial checks:
- Check the tracking information to confirm that the package was returned and to find any details about the return.
User-actionable steps:
- Contact the shipping carrier to understand why the package was returned (e.g., incorrect address, delivery attempt failed).
- Verify that the shipping address on your order is correct.
Further assistance:
- Contact customer support with your order details and tracking number to arrange for the package to be resent or receive further instructions.
My package is stuck in customs. What can I do?
Initial checks:
- Verify the tracking information to confirm the package status and any customs updates.
User-actionable steps:
- Contact the customs office for clarification on the package hold.
Further assistance:
- If the issue persists, contact customer support with your tracking number and any communication from customs for further assistance.
My package requires additional fees or taxes upon delivery. What should I do?
Initial checks:
- Verify the tracking information and any notifications about additional fees or taxes.
User-actionable steps:
- Pay the fees as instructed by the carrier or customs office.
Further assistance:
- Contact customer support with your order details and tracking number for assistance if needed, as we typically handle additional taxes in most cases.