From time to time, problems with delivery occur and packages may not be delivered.

Once you have signed our POD upon delivery, it means you have properly received all your items and can no more file a claim for lost or damaged, pls review your items properly upon arrival.

Do not sign the POD upon delivery in case an item is missing or damaged, instead, inform the delivery guy + take pictures immediately of the incident, then send us an email with pictures, documents and all details.

a)  Package not delivered to your home address? We need a proof that items are really missing (confirmation from your local customs or postal service).

b)  Package delivered to iShip int’l address, but not entered in your account?  We will ask you to provide copy of invoice or purchase form, as well as a proof of payment and the tracking number.

If we can’t find the package, the customer will need to ask seller to start a trace. Often times, tracking is not reliable and package could be returned or delivered to different address. Once you have confirmation from seller that trace was started submit it back to us.

Please note, that we can only file claims for methods with tracking number (DHL, FedEx, USPS Express Mail, USPS Priority Mail, PDP, TNT, Aramex). There is also certain time period the claim must be filed (with USPS 30 days after the package is mailed out).

c) Package delivered with missing or broken contents?  Take pictures immediately of the incident, then send us an email with pictures, documents, proof of purchase, packing list and all details helping us file a claim with the insurers.

Customer must make sure that exact value of products is entered on the customs declaration and the value can be proved by order or invoice. Insurance will pay the lower amount in case of  the lost package (either as in on the invoice or on the customs declaration).