Order lost in international shipping. How to dispute

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Help Center / Dispute Process

Order lost in international shipping. How to dispute

Last updated on Dec 22, 2025

International shipping delays or lost packages may occur due to logistics disruptions, customs holds, or carrier errors. Follow these structured steps to dispute a lost order and resolve the issue efficiently:

Step 1: Verify the shipping status (first 3–10 days)

Before filing a dispute, confirm the package status to rule out temporary delays:

- Track the order using the provided tracking number (via "My Orders" > "View Logistics").

- Note: International shipments may show "in transit" for 3–15 business days (especially for sea freight or remote destinations). Carriers classify a package as "lost" only after this period with no delivery updates.

- If the tracking shows "delivery failed" or "returned to sender," contact the local courier branch immediately to confirm the package’s location.

Step 2: Initiate a dispute (if confirmed lost)

If the carrier marks the package as "lost" or no updates are received after 30 business days:

1. Go to "My Orders" > select the lost order > click "Open dispute."

2. Choose **"Transportation problem"** as the dispute reason, then select "Package lost in transit."

3. Upload supporting evidence:

- Screenshot of the tracking history (showing "lost" status or no updates for 30+ days).

- Copy of the shipping confirmation (from your order details).

4. Submit the dispute and await our After-Sales team’s review (1–3 business days).

Step 3: Our resolution process for lost orders

Our team will coordinate with the logistics provider to verify the loss and propose a solution:

- **Option 1: Re-manufacture and re-ship** (for custom parts): We will remake your order and ship it via an expedited/courier service (e.g., DHL/FedEx) at no extra cost, with full tracking.

- **Option 2: Full refund**: If re-manufacturing is not urgent, we will process a 100% refund of the order value (including shipping fees) within 3–5 business days.

- **Courier claim**: We will file a formal claim with the carrier to recover losses (you do not need to handle this directly).

Step 4: Special considerations for international lost orders

- **Customs-related loss**: If the package is lost due to customs seizure or inspection, we will provide documentation to support a claim and either re-ship the order or issue a refund (depending on the customs decision). **Note**: We are not liable if the loss is caused by the recipient’s failure to fulfill customs clearance obligations (e.g., refusal to complete customs clearance, delays leading to package seizure or destruction).

- **Courier liability terms**: Commercial couriers (e.g., DHL, FedEx) typically offer compensation of $100–$200 or 2% of the goods’ value (whichever applies). Their lost package rate is low (less than 1%). For small packet services (e.g., postal packets), the lost package rate ranges from 1% to 5%—and may worsen during peak seasons.

Key Tips to Avoid Lost Packages

- For high-value custom orders, we recommend purchasing insured shipping (contact your sales representative to arrange off-platform insurance) for full loss coverage.

- Provide a valid delivery address (including a contact phone number) to avoid delivery failures—incorrect addresses are the most common cause of "lost" packages.

- Monitor tracking updates regularly and contact us immediately if you notice unusual delays (e.g., "held at customs" for more than 7 days).