What Should I Do If the Package was Damaged During Transit?

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We understand the frustration when a carefully chosen product arrives damaged.

While every item undergoes rigorous, multi-stage quality inspection before leaving our domestic facilities, the unpredictable nature and extensive distance of international transportation make it impossible to entirely prevent damage during transit.

We guarantee that we will handle any quality or shipping-related issue for you.

If your item arrives damaged or exhibits a quality defect, we will work closely with you to find a resolution.

How to Report a Damaged Item?

Submission Time Limit: To ensure we can file claims with the carrier and offer you the quickest and most suitable resolution, please contact us within 7 days from the delivery date (based on the carrier’s official tracking information).

How to Prepare Required Documentation?

To process your claim efficiently, please provide the following materials:

1) Order Number: Your order identifier and a brief description of the issue.

2) Visual Evidence: Upload clear photos or videos that distinctly show both the product damage/defect and the condition of the outer shipping packaging.

*If multiple items are affected, please provide a single group photo or video clearly displaying all issues.

3) Original Packaging: Please retain all original packaging materials.

This is essential for issue verification and to facilitate secure return shipping if necessary.

What Resolution and Compensation Options Could I Get?

Upon receipt and review of the required documentation, our Customer Service team will assess your case and offer the most suitable option.

Your cost in these situations is $0.

Depending on the nature and severity of the damage, we may offer:

1) Free replacement of damaged parts.

2) Free reshipment of a new product.

3) Free replacement with another product of similar value (based on your preference).

4) A refund for the damaged item(s).

* Important Note on Documentation:

We highly recommend providing all the required visual evidence immediately.

If you fail to provide the necessary materials, or if the documentation is insufficient, the compensation options available to you may be significantly modified.

Please Contact Us directly for guidance on submitting your claim.

Do not arrange repairs without our authorization.

If you hire a third-party repair service before obtaining our written approval, we will not be able to reimburse any related repair costs.