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When Is It Valid To Request Investigation Of Lost Package?

We can only open investigation for the following conditions combined: 

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

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

  • Investigation request will be valid if the customer contacted within 30 days after the transit period.
    If a request was made 30 days after the transit period, it will not be considered a valid claim.
  • Please take note that we do not open parcel investigation for non-registered shipping options which do not have a tracking number (Example: International Air Mail, Standard (No Tracking) Mail)

** If you need further assistance, click HERE to CONTACT US.

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