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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.

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.

If tracking shows the order returned to sender, the buyer can request a full refund or a redelivery.

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide proof of delivery, the buyer shall contact [email protected] or contact us through the Doba account with Contact Message.

The Service Policy: 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. Damaged product 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. 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 refund . Broken Product 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 refund. Received Wrong Item Mistakes happen. If you receive the wrong products, you should send photos or videos as proof to the supplier. 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. 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. 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 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 a refund depending on your preference. Logistic Timeout 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 a refund. Notice: We will have declaration of special time/period return & refund policy upfront website/email etc.