Delivery Exception Handling
Clear steps for tracking issues, delays, failed delivery, customs exceptions, and lost packages.
Scope of This Policy
This guide explains how delivery exceptions are handled. It applies to international shipping for U.S. watch orders.
Express and tax-inclusive routes are supported.
Tracking delays, customs issues, failed delivery, and loss.
We provide structured solutions and transparent updates.
Common Delivery Exception Scenarios
Expand each item to view what it means and how it is handled.
No Tracking Updates 5+ days
If tracking shows no update for over five days, contact support.
- We initiate a carrier inquiry.
- Transit or customs pauses can be normal.
- If unresolved, reshipment or refund is offered.
Delivery Delay Beyond estimate
If delivery exceeds the estimated timeframe, we verify the status.
- We check with the carrier and share updates.
- Peak seasons and customs checks may extend time.
Failed Delivery Address / Contact
If delivery fails due to address or contact issues, details are required.
- Confirm or correct the delivery information.
- Carrier may attempt redelivery or arrange pickup.
- Reattempts may cause additional delays.
Keep screenshots of tracking updates for faster verification.
Customs-Related Exceptions
Customs steps are monitored and communicated when needed.
Most shipments clear automatically. If review happens, we track progress.
Customer help is requested only when strictly necessary.
- Classified as a delivery exception.
- Choose free reshipment or full refund.
- No extra charges are required from the customer.
Lost Package Handling
Lost shipments are handled after a clear confirmation step.
- Tracking exceeds normal transit time with no updates.
- Or the carrier confirms the loss.
- Free reshipment.
- Or a full refund.
- No logistics cost is charged to the customer.
Responsibility & Communication
Exceptions are tracked with records and communicated clearly.
We review order and carrier status records.
We determine outcomes using carrier and order logs.
You receive documented outcomes and clear choices.
Quick Summary
Delivery exceptions follow structured procedures and transparent communication.
Clear scenario-based handling and documented outcomes.