What Should I Do If There is a Delivery Failure with My Order?

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If a delivery failure occurs due to information provided by the customer, the parcel will typically be returned to our warehouse. Delivery failure causes include, but are not limited to: an incorrect or incomplete address, a missed delivery appointment, or the carrier being unable to successfully contact the recipient.

Action Required by Customer

Once you have received notification that the package has been returned to our facility, you must immediately contact our Customer Service team to confirm and correct all address and contact details.

Upon confirmation of the corrected information, you may choose one of the following resolutions:

Reshipment: We will arrange to reship the parcel to the validated, corrected address.

Refund Processing: We will process a refund after the returned item(s) are successfully received and inspected at the warehouse.

Important Policy Notices

A. Large Item Delivery (LTL Freight)

For larger items shipped via Less-Than-Truckload (LTL) freight, the carrier will contact you directly to schedule a precise delivery appointment.

We strongly advise maintaining close contact with the carrier on the day of your scheduled delivery to ensure a smooth, timely delivery and prevent delays.

Re-Delivery Fees: If a scheduled delivery appointment is missed:

The first missed appointment will incur a re-delivery fee of up to 20% of the original order amount.

Subsequent missed appointments (second time or more) will be billed based on the carrier's actual incurred cost.

B. Storage Fees and Item Abandonment

If a package is returned due to customer-related issues, please note the following storage regulations:

Free Storage Limit: Returned parcels can only be stored at our warehouse free of charge for a limited period (up to 14 days) to maintain smooth warehouse operation.

Additional Storage Fees: After this free storage period expires, additional storage fees will be applied daily. The specific fee depends on the volume of the package, and any long-term storage fees resulting from delivery failure will be billed to the customer.

Item Abandonment: If the returned goods are not re-shipped to you or collected from the warehouse within 30 days of notification, the items will be considered automatically abandoned and may be disposed of without prior notice. No refund will be issued in this scenario.