What to do if my package is marked delivered but I can't find it?

We understand how frustrating it can be when your package is marked as delivered but you haven't received it. We are here to help you resolve this issue as quickly as possible.

1. Definition:
   The logistics system indicates the package has been successfully delivered and signed for, with a photo of the signed delivery receipt. However, the customer claims they have not received it.
2. Processing Standard:
   A delivery photo or signed receipt is considered proof that we and the logistics provider have fulfilled our delivery obligations. If you wish to dispute the delivery status, you must submit valid evidence within 3 calendar days of the delivery date, such as:

• A screenshot of surveillance footage showing the package was not received;

• A police report or an unsigned confirmation document issued by the police;

• An official non-delivery confirmation from the courier company;

• An official lost-package confirmation from the courier company.

Important:
If no valid evidence is provided, we cannot issue a refund or resend the order.

If you have reported the case to the police and they confirm the package was not signed for by you or an authorized recipient, please provide the police report. We will handle your case based on the submitted evidence.

For more detailed information, please refer to our full policy: 

 Abnormal Logistics Disclaimer 

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