Delivery Exception Handling
This page explains how delivery exceptions are handled during the shipping process.
All procedures follow internal logistics handling standards and carrier feedback.
No Tracking Update
In some cases, tracking information may not update for several days.
Internal Tracking After 5 Days
If there is no tracking update for more than 5 days, internal tracking will be initiated.
The investigation will be conducted based on records from the carrier's system.
Evaluation After 10 Days
If tracking still does not update after 10 days, a reshipment evaluation may be conducted.
The evaluation result will rely on feedback from the carrier.
Customers may also contact our support team at any time to check the latest shipment progress.
You may review our guide for general tracking information.
Delivery Delay
A shipment may arrive later than the estimated delivery timeframe.
Carrier Intervention
If the package exceeds the estimated delivery time, the carrier will be contacted for further handling.
Peak Season Explanation
During peak periods, delivery delays may occur due to increased shipping volume.
Non-Exception Delays
Delays caused by the following conditions are not considered delivery exceptions:
Holidays
Weather conditions
Customs clearance peak periods
Delivery Failure
Delivery may fail due to several common situations.
Incorrect Address
If the address provided by the customer is incorrect or incomplete, the customer must supply full, corrected address information for redelivery. Additional shipping fees shall be borne by the customer if redelivery is required due to self-provided wrong information.
Unable to Contact Recipient
If the carrier cannot reach the recipient via the reserved contact method, a second delivery attempt may be arranged. If delivery still fails after multiple attempts, the package will be returned at the customer’s cost.
Weight Abnormality
If the carrier reports a weight abnormality, a logistics investigation will be submitted immediately to confirm package integrity status.
Additional Fees
If delivery fails due to incorrect or incomplete customer information, all generated redelivery, return and customs surcharges shall be the customer’s sole responsibility.
Customs Clearance Exception
Some shipments may experience customs processing issues.
Document Supplement
If required by local customs, customers will be notified to provide supplementary customs declaration documents promptly.
Priority Handling
Customs-related issues will be handled with priority once identified by our logistics team.
Unable to Release the Package
If the shipment cannot be released by customs, reshipment or refund may be considered according to official rules.
The final handling method depends entirely on the local customs official decision.
You may also review our after-sales and order policy pages for related supplementary information.
Confirmation & Customer Feedback
Once the delivery exception is resolved:
Customers will be notified of the updated package status.
The final handling result will be communicated in full detail.
If there are any questions, customers may contact customer support for assistance and feedback. Please note that logistics exceptions do not alter our core product after-sales rules including 2-year limited warranty, pre-shipment QC confirmation and film removal refund limits.
