Before you conclude that your package is lost, please make sure that your allocated transit period has expired. You can check the allocated transit period in this article - what are your shipping methods and transit time?
We will contact you if the shipping company has confirmed with us that your package is lost. If you have contacted the shipping company and received this confirmation in advance, please send us a proof of your email communication with the shipping company showing the shipping company's contact information or a scanned copy of printed documents. If this is done via a phone call, we will not conclude the order is lost until we have confirmed internally with our shipping partners.
If the package is not confirmed lost by our shipping partner, we will conduct a parcel investigation and send you the updates to your email.
If you need further assistance, click HERE to CONTACT US.