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When is it valid to request investigation of lost package?

We can only open investigation for the following conditions combined: 

  1. Parcel is not received within the transit time;
  2. Parcel is not in your local customs or post office waiting for you to claim; 
  3. Parcel is not received by your relatives or friends in case it is delivered without your presence. 
  4. Parcel must have a tracking number (IMPORTANT)

If all criteria falls under your situation, feel free to contact us via Live Chat so we can further assist you. 

  • We can only request investigation for parcels not received within 4 months after the posted date.
    If a request is made after 4 months of not receiving your parcel, it will not be considered a valid claim. 
  • Please take note that we do not open parcel investigation for non-registered shipping options that do not have a tracking number (Example: International Air Mail)
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