Lost & Seized Package Responsibility
Responsibility handling for lost, seized, or undelivered packages.
Scope of This Policy
This policy applies when a package cannot be successfully delivered.
It covers loss in transit, customs seizure, or confirmed clearance failure.
Definitions
Lost Package
A package is considered lost when either applies:
- Tracking shows no update beyond the normal delivery window.
- The carrier confirms the package is missing or unrecoverable.
Seized or Clearance Failure
A package is considered seized or failed when either applies:
- Customs issues prevent release.
- The shipment is detained and cannot proceed.
Responsibility Statement
If a package is confirmed as lost, seized, or fails clearance, we assume full responsibility.
The customer will not bear additional costs related to these outcomes.
What this includes
- Free reshipment of the same order.
- Full refund, based on customer preference.
This responsibility applies when the issue is not caused by customer-provided errors.
Resolution Options
Free Reshipment
A replacement package is arranged without extra charge.
Full Refund
The paid amount is returned through the original payment method.
Resolution starts after confirmation through logistics records.
Verification Process
We use a clear verification flow:
- Review tracking history.
- Confirm carrier or customs status.
- Verify internally with logistics records.
Customers are not required to provide complex documentation.
Basic cooperation may be requested if clarification is needed.
Exclusions and Customer Responsibility
This policy does not apply if delivery fails due to:
- Incorrect or incomplete address information.
- Inability to contact the recipient.
- Customer-requested delivery changes causing return or delay.
These cases follow standard customer responsibility rules.
Relation to Uncontrollable Events
Some issues may involve external disruptions.
For details, see the related policy: Force Majeure & Uncontrollable Events Policy .