Delayed in transit/No tracking info.
If there is no update of the tracking info for more than 10 business days (from the time in the logistics website tracking info), the buyer shall contact [email protected]
or contact us through Doba account with Contact Message for a solution. Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
Destroyed in transit
If the order is damaged in transit, i.e. tracking showing damage occurred during transit, the buyer can request refund with the screenshot of tracking as a proof.
Damaged or Broken, Stains/Minor scratch/Poor quality, etc., Not as described (size/color/style), Wrong item received, Missing Item/accessories
The Service Policy:
Return without Reason
Returns are apply for within 30 days after the order was received by the end customer.
When you received your package and you thought you did not like it anymore and you would like to return it, under this case, you will not get 100% refund if supplier agree with your return and refund application.
You have to pay repacking & restocking fees of 35% order price. The supplier is in charge of the return shipping fees.Supplier will refund you when checked return items are in good condition. Please notice suppliers are also qualified for refuse the return and refund request.
Out of Stock
When your order is out of stock, our customer service will contact you as soon as possible. They will ask whether you want to wait for the products to be restocked or exchange for another product. You are also entitled to a full refund.
If a product arrives damaged, the customer is requested to present photos or videos that show the damage. These images will help our Quality Assurance team to identify recurring issues and improve our products.
Within 30 days after delivery
Note for partly damaged products:
Part replacement or partial refund is advised.
Return of the product may be required for full replacement or full refund.
Broken Promise of Restocking & Order Shipped out Time
Products you ordered were out of stock but suppliers have replenishments on the way to their warehouse. Supplier gave you replenishment & estimated order shipped out time. You agreed with waiting for replenishments.
Under this case, your orders still can not be shipped out in any reasons, you're qualified for a full refund .
If you received a broken product, you should submit an after-sales application and send proof to the supplier (photo, video) asking for after-sales service within 5 days after the package was delivered to you. Our suppliers will replace or issue a full refund.
Received Wrong Item
Mistakes happen. If you receive the wrong products, you should send photos or videos as proof to the supplier.
If you do not wish to keep the products, the supplier will send you a shipping label to send the goods back. Once the supplier receives the goods back, they will ship the correct product you ordered.
You are also eligible for a full refund. Once you return the wrong products to the supplier in good condition, they will issue the full refund. The supplier is in charge of the return shipping fees.
Partial Items Shipped
When you received your package and find that part of product isn't included, you should immediately take photos to send to the supplier. Ask the supplier to ship the missing item or issue a refund.
You could choose to keep the products and our suppliers will issue a refund based on what you have received.
You can also return the products in good condition for a full refund. Return shipping fees is the supplier's responsibility.
If you accidently are charged more than your order total, please contact customer service as soon as possible. We will refund you if you are wrongfully charged.
Wrong Shipping Address
If you accidently submitted the wrong address when you placed your order, contact the supplier immediately to modify your shipping address (you should pay for modify fee if supplier asked for).
If the products were missing in transport, you could ask the suppliers to reship the new products to your correct address. You will be responsible for paying the shipping charges.
If the products returned to our suppliers' warehouse successfully, you can ask for the products to be shipped to your correct address. You will be responsible for paying the shipping charges.
You are also able to cancel your order, but you could get refund only half your order price.
Shipping Label Created but no Updates
The situation is you get tracking number from supplier but found no movement and update when tracked in logistic website.
If the shipping status of pre-shipment (logistic carrier awaiting for item) keeps more than 7 business days (calculated on the basis started from the time in logistic website tracking info) and have no update, you can issue a full refund.
Notice: The clause will be invalid in special time/period like holiday like Holiday Black Friday, Christmas or COVID-19 or snowstorm etc. We will have related clause of Special Time/Period Return & Refund Policy.
Sent but not Received
If the estimated shipping time exceed 7 days and you never received your products, you could contact our suppliers asking for after-sales return and refund service. Our suppliers will reship or issue full refund depending on your preference.
If the estimated shipping time exceeds 10 days (except special time/period like Holiday Black Friday, Christmas or COVID-19 or snowstorm etc.) without receiving your package (tracking no delivered in logistic website) , you can contact the supplier to issue full refund.
You can also return the products in good condition to get a full refund. Return shipping charges are paid by the supplier.
If you request refund that the estimated shipping time not exceeds 10 days and the order was never delivered, you're qualified for getting full refund.
Notice: We will have declaration of special time/period return & refund policy upfront website/email etc.