If you feel your order is taking too long to reach you (over 3 weeks for EMS, or 2 months for Air and SAL), please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.
EMS/Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left outside. Please look for an Undeliverable Shipment notice in your mail box. The notice should tell you where and until when you can pick up your package. If the post office was unable to deliver the package due to some fault of the customer (wrong address/undeliverable package) and was returned to us, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
For more information on returned orders, please check "Q. My package was returned back to you. What can I do?".
Please note that SAL shipments are sent via surface mail once inside their destination country. If you live in a large country (notably the U.S., Canada, Australia, Brazil, Russia and Mexico), SAL packages may take several days/weeks to be transported within their destination country.
If you feel you have waited long enough but your parcel still cannot be located, please contact us first instead of opening PayPal disputes or filing chargebacks with your credit card company. We will do our best to resolve any problems that may arise, but PayPal disputes and chargebacks will slow down our process for a prompt and amicable settlement.
For detailed information regarding parcel insurance and compensation for lost parcels, please check our "Shipping Service Comparison" chart in the Payment/Shipping page.
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