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.
Returned to sender(except case: wrong shipping address left on orders)
If tracking shows the order returned to sender, the buyer can request a full refund or a redelivery.
Delivered but not received
If the order shows delivered on logistic website but not received:
If the delivered address is different from the shipping address left on the order and confirmed by the carrier it was delivered to the wrong address, the order will be fully refunded or replaced within 3 business days.
If the delivered address is the same as the shipping address left on orders, and suppliers will only provide proof of delivery, the refund request will be denied.
Damaged or Broken, Stains/Minor scratch/Poor quality, etc., Not as described (size/color/style), Wrong item received, Missing Item/accessories
If the packages/goods ordered have issues (damaged/broken/stains/minor/scratch/poor quality/not as described/wrong item received, missing item etc.) , with valid proof provided The order will be either replaced or refunded and the supplier may request the product to be sent back.
If the supplier requests the product returned, the product will either be replaced or refunded within 3 business days after product is returned.
If the supplier does not request the product be returned, the product will be refunded within 3 business days of the refund request.
Valid Proof: photos/video of issued goods and photos of package with label.