Delivery warranties: ECRP Delivery Guarantee
"What if the product does not arrive?"
We guarantee your products will arrive safely in your destination country.
In the unlikely event your package is lost, we will re-send the goods or give you a full refund.
Please refer to our detailed terms and conditions regarding Customs clearance.
Delivery Failure Scenarios:
• The package is lost, broken, or stolen before it reaches you.
Www.your-shop-name.com will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
• An Air Mail package has not arrived after a long time.
Www.your-shop-name.com will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. If you are dropshipping you will be advised to create a new order for your customer in the meantime.
• Multi-part delivery arrives missing some items or packets.
In this case, a customer had ordered more than one product and found that the order arrived without the appropriate number of ordered items.
Similar to what you would do with regards to a broken item case, the proper reporting procedure would be: (1) contact your courier immediately to issue a formal complaint, and (2) open a ticket with Www.your-shop-name.com within 3 working days and provide the requisite photos. (Guidelines for photos: Take photos of all 6 sides of the brown cardboard shipping box (outer casing) the delivery arrived in. You will then need to provide photos of the received items in the way in which they arrived inside the shipping box. Please also indicate the dimensions of the package and the gross weight of the entire package (shipping box + main product (incl. accessories, if any) + any and all packing material). Please retain the package and all contents for later reference.
After this initial phase, please contact your courier's local office and open a claim. You will then need to contact Www.your-shop-name.com to receive a formal ticket about your case. During this time, our delivery team will evaluate whether or not your missing product was the result of delivery or packing error. If it is determined that a packing error occurred, Www.your-shop-name.com will credit you the value of the missing product plus a partial shipping credit. On the other hand, if it is determined the missing items were the cause of a courier mishandling, Www.your-shop-name.com will follow your claim with the courier's China office. Once the missing case is confirmed by the courier, Www.your-shop-name.com will credit you for the value of the missing product + partial shipping.