If you encounter a situation where the logistics system shows the package as "delivered" but you have not actually received it, we would like to clarify the following points to facilitate better communication and resolution:

Definition of Responsibility

Once a package is marked as "delivered", our responsibility, along with that of the logistics company, is to ensure that the package is delivered to the address you provided. If you have not received the package, we will actively assist you in locating it and filing a claim with the logistics company. However, any losses or inconveniences that arise, unless caused by our intentional or gross negligence, may not be entirely our responsibility.

Resolution Steps

• 1 Contact us immediately: Please reach out to our customer service team (via phone, online chat, email, etc.) as soon as possible, providing detailed order information and a description of the undelivered package.
• 2 Assistance with investigation: We will contact the logistics company to request an internal investigation and provide the necessary evidence or a suitable solution.
• 3 Claim application: If, after investigation, the package is confirmed lost or unrecoverable, we will assist you in filing a claim with the logistics company and, according to their regulations and procedures, will make every effort to secure your rightful compensation.