Delayed in transit/No tracking info.
If there is no update of the tracking info for more than 10 or 15 business days (from the time shipping label created in the logistics website):
Please contact us leave a message through the Doba platform to obtain solutions.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
Destroyed in transit
We're sorry to hear your package was damaged in transit! The carrier will notify us when a package is marked as damaged so we can assist in reimbursing or reship the order. However, on rare occasions FedEx, UPS or USPS may be delayed in notifying us.
When you receive a damaged package, you have the right to reject the package when it is delivered by the carrier. If you don't have time to reject the damaged package, please contact us and provide a photo or video of the damages, we will offer a proper solution.
If you need any help with your order, please feel free to contact us. We're happy to help!
Valid Proof: screenshot of damaged indication on logistic website
1.Damaged during transit
This occurs after the parcel has left our fulfillment center warehouse and before reaching the customer’s doorstep. buyers need to make claims to the transport company by themselves.
The item contains undesired features which can be traced back to the factory or area where the item was manufactured.
The product is damaged due to weather conditions. In this instance, our fulfillment center will not be held responsible for products damaged due to weather conditions.
The product is damaged due to the way it is assembled or used by the customer. In this instance, our fulfillment center will not be held responsible for products damaged due to customer handling.
When you meet the green residue that can be visible on outdoor wooden items is impregnation salt. Natural characteristics of the wood
Returned to sender(except case: wrong shipping address left on orders)
We're sorry to hear there was a problem with your order. If the item is still in stock, we can provide you with a free-of-charge delivery. We will provide you with a free prepaid return label to have the original item sent back to our fulfillment center. If your original item is no longer in stock, we have a few options for you. We can help you select a similar alternative that may include a similar products or issue a refund.
If you need any help with your order, please leave a message through the Doba platform. We're happy to help!
Delivered but not received
If the order shows delivered on logistic website but not received:
1) 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 5 business days.
2) 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 (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.
Note: About damaged/broken missing item etc, Please refer to Article 1 logistic Issues illustrate.
Wrong Product Received
Request clear pictures of the packaging and product (including the SKU number) from your end customer.
Ask if they expect a refund or a replacement. A refund is only possible within 7 days after delivery.
Contact us with the return request. Please include:
SKU and product quantity
Pictures of the item received (including packaging with SKU)
Expected solution (refund or replacement)
We will provide you with the return instructions once confirmed.
Check in your feed that all of the parcels in the order were delivered.
Send a request for missing parts to us, and include:
SKU with missing parts
We will provide you with a list of parts. Share with your end customer to confirm parts missing.
Send the list back to us, who will create a replacement order. Inform your customer.