If there is no update of the tracking info for more than 12 business days (from the time shipping label created in the logistics website): The retailer can contact [email protected] or contact us through Doba account with Contact Message for a solution. Supplier will check and give solutions for retailer. Note: this clause is not applicable for special time/periods such as holidays, covid-19, natural disasters, abnormal weather, or other abnormal situations.

The retailer can contact [email protected] or contact us through Doba account with Contact Message for a solution. Supplier will check and give solutions(refund or a re-delivery )for retailer. Valid Proof: screenshot of damaged indication on logistic website. Note: this clause is not applicable for special time/periods such as war, natural disasters, abnormal weather, or other abnormal situations.

If tracking shows the order returned to supplier's warehouse: The retailer can request a full refund or a re-delivery.The supplier may refuse the refund application if the order returned to sender due to incorrect or incomplete shipping address.

If the order shows delivered on logistic website but not received. The buyer should contact our suppliers for settle within 30 days after the delivery date.The buyer shall provide screenshots of tracking status showing "delivered" Under various circumstance: 1) If the delivered address is different from the shipping address left on orders, and checked wrongly address the carrier delivered.The supplier will re-delivery the product or refund the order amount. as retailer's request. 2) If the delivered address is the same as the shipping address left on orders, and supplier will only provide proof of delivery.

1. Damaged or Broken Goods Retailer Feedback: Provide clear photos/videos showing damage to the outer packaging and details of the damaged product. Handling Process: The supplier will verify the logistics information and packaging condition. If the issue is due to logistics responsibility, the supplier will assist you in filing a claim with the logistics provider and prioritize re-sending the product or issuing a refund. If the issue is due to packaging problems, the supplier may, at the retailer's request, re-send the product, offer compensation, or issue a refund. 2. Stains/Minor Scratches/Poor Quality Retailer Feedback: Provide close-up photos of the product, indicating the location of stains, scratches, or quality defects. Handling Process: The supplier will assess the severity of the issue. If it does not affect usability, partial compensation may be negotiated. If the issue affects usability, the supplier may, at the retailer's request, re-send the product, offer compensation, or issue a refund. 3. Not as Described (Size/Color/Style) Retailer Feedback: Provide comparative images of the product and the description page, highlighting discrepancies. Handling Process: The supplier will verify the discrepancy between the product description and the actual product. If the description is incorrect, the supplier may, at the retailer's request, re-send the product, offer compensation, or issue a refund. 4. Wrong Item Received Retailer Feedback: Provide photos/videos of the received product, the order screenshot, and the outer packaging label. Handling Process: The supplier will cross-check the shipping records. Upon confirming that the wrong item was sent: The supplier may, at the retailer's request, re-send the correct product, offer compensation, or issue a refund. 5. Missing Item/Accessories Retailer Feedback: Provide an unboxing video (if unavailable, provide photos of the packing list showing the items inside). Handling Process: The supplier will verify the shipping manifest. If a missing item/accessory is confirmed: The supplier will re-send the missing item and cover the shipping cost. If re-sending is not possible, compensation will be provided based on the value of the missing item. Valid Proof: photos/video of issued goods and photos of package with label.