Reshipment Policy
This page explains the conditions, requirements, and process for requesting a reshipment.
All reshipment requests are reviewed by our support team before approval.
For general assistance or order inquiries, you may reach our support team through our customer support page.
Eligibility for Reshipment
A reshipment may be arranged when one of the following situations is verified.
Verified Product Quality Issue
Reshipment may be approved if a product quality issue is confirmed after review.
Customers must provide clear photos of the physical item.
Incorrect Item Sent
Reshipment may apply if the delivered item does not match the ordered model, specification, or configuration.
Dead on Arrival (DOA)
If the item is not functioning upon arrival, it may qualify as DOA.
The issue must be reported within 48 hours of delivery.
Lost Package
Reshipment may be arranged when a shipment is confirmed lost.
This may include cases where tracking has no long-term updates.
Customs Clearance Failure
Reshipment may apply if customs clearance fails due to reasons not caused by the customer.
Customs Seizure
If customs detention prevents normal delivery, reshipment may be considered.
This applies only when the situation is not caused by the customer.
Empty Package
If the parcel arrives empty, a reshipment request may be submitted.
A complete and unedited unboxing video is required as proof.
Cases That Cannot Be Resolved by Replacement or Refund
If the issue cannot be resolved through exchange or refund after verification, reshipment may be arranged.
For details about product returns, please refer to our return guidelines.
Reshipment Request Timeframe
Customers should submit requests within the following time limits.
DOA or Empty Package
Requests must be submitted within 48 hours of delivery.
Logistics Issues
For shipping problems, customers are advised to contact support as soon as possible.
You may also review general shipping information on our shipping and delivery page.
Proof Requirements
Supporting evidence is required for reshipment review.
Quality Issues
Customers must provide clear photos of the product.
Logistics Problems
Tracking screenshots or a description of the issue may be requested.
Empty Package or Missing Items
A complete, unedited unboxing video must be provided.
Shipping Responsibility
Shipping responsibility depends on the cause of the issue.
Our Responsibility
If the issue is verified as our responsibility, all reshipment costs will be covered by us.
Incorrect Address Provided by Customer
If the customer provided an incorrect address, additional shipping fees may apply.
Incomplete Information or Delayed Cooperation
If reshipment is delayed due to incomplete information from the customer,
shipping costs may be discussed separately.
Reshipment Process
The reshipment process generally follows these steps.
Customer submits a reshipment request.
Customer support reviews the request.
Replacement item is prepared and shipped (usually 1–3 days).
A new tracking number is provided by email.
Final delivery time depends on the shipping carrier.
