1. Valid Contact Information

• Customers must provide accurate and valid shipping details, including a correct phone number.
• If a parcel cannot be delivered due to an incorrect or incomplete address, the responsibility lies with the customer. No refunds or replacements will be issued in such cases.
• Couriers may contact the recipient by phone to coordinate delivery. Failure to respond or provide necessary information may result in delays or return of the package to the sender.

2. Shipment Tracking and Responsibility

• Tracked Shipping Methods: If your selected shipping method includes tracking, we will assist you in locating the parcel. If the carrier confirms the parcel is lost, we will offer a replacement or refund based on the case.
• Economy Shipping (Untracked): If you selected an untracked economy shipping option, we cannot provide a refund or replacement for lost packages. Customers assume the risk of loss for such shipping methods.

3. Parcel Marked as Delivered but Not Received

If the tracking status shows the parcel as delivered, but you have not received it:

• Check with neighbors or building security – sometimes parcels are left with them.
• Contact the carrier – they may provide further details on the delivery.
• Verify the shipping address and check for delivery attempt notices.

We are not responsible for missing packages marked as delivered by the courier. In such cases, customers must file a claim with the shipping carrier.

4. Returned Shipments

Sometimes parcels are returned to us due to delivery issues. The handling of such cases depends on the reason for the return:

• Return Due to Our or Carrier’s Error:
  If the parcel is returned to us due to an issue caused by us or a courier service (e.g., an undeliverable address issue that was not due to customer error), we will contact you to arrange a reshipment at no additional cost or offer a full refund, including shipping fees.
• Return Due to Incorrect Address or Invalid Phone Number Provided by Customer:
  If the parcel is returned due to an incorrect address or an invalid phone number provided by the customer, we will refund only the product cost, excluding the original shipping cost and any return shipping fees charged by the courier. If you would like the parcel to be re-shipped, you will be responsible for the cost of reshipping.

5. Carrier Investigations and Claims

• For tracked shipments, if your package is lost in transit (not marked as delivered), we will initiate an investigation with the carrier.
• Investigations may take up to 30 days, depending on the carrier.
• If the carrier confirms the parcel as lost, we will offer either a replacement or a refund based on the case.

If a claim needs to be filed with the shipping carrier, we will submit it jointly, with both our company and the customer providing the necessary details. Cooperation from the customer may be required to complete the claim process.

6. What to Do If Your Parcel Is Lost or Returned?

• Contact our support team and provide your order number and tracking details.
• We will assist with inquiries and initiate a claim with the carrier if applicable.

By placing an order, customers agree to these terms regarding lost and returned shipments. If you have concerns about package security, we recommend choosing a tracked shipping method.