Refund, Resend & Returns Policy

Please read this policy carefully before reaching out about an order issue.

Who We Are

We are an authorized sales agent of CJdropshipping, and we sell CJdropshipping's products with their permission. While you order and pay through us, your items are sourced, warehoused, and shipped directly by CJdropshipping's fulfillment network. Because of this, our refund, resend, and return process follows CJdropshipping's official policies — we simply handle the process on your behalf so you never have to deal with a supplier directly.

If something goes wrong with your order, please contact us first — do not open disputes directly with CJdropshipping, your payment provider, or a third party before speaking with us. We will file and manage the case with CJdropshipping on your behalf, and this ensures the fastest possible resolution.

What Helps Us Resolve Your Case Faster

When you contact us about an issue, please include as much of the following as you can:

• Photos or a video clearly showing the problem (damage, wrong item, etc.). If a photo doesn't clearly show the damage, a short video helps a lot.
• Your order number and the date you received (or expected to receive) your package.
• If you were asked to return an item, please hold onto it and follow our return instructions — items sometimes need to be sent back before a refund or replacement can be issued.

When You're Eligible for a Refund, Resend, or Return

1. Delayed Orders

If your tracking shows no movement, is stuck "in transit," or your order simply hasn't arrived, we can open a delay case once it's been shipped for a while. Standard wait times before a claim can be filed are:

• Most countries: 60 days from the ship date
• United States: 45 days from the ship date
• Brazil: 110 days from the ship date (due to customs processing)
• Liquid-line packages (all countries): 100 days from the ship date

A few notes that can affect delivery:

• Sometimes a package reaches your local post office but is held up due to an incomplete address or an unclaimed-parcel notice — it's often fastest to contact your local post office directly in these cases.
• In Israel, packages are frequently routed to self-service pickup lockers, which can cause delays — checking with your local post office is usually the quickest fix.
• If tracking shows "delivered" but you never received the package, we can investigate, though this type of verification can take 1–2 months and isn't guaranteed to resolve in your favor.
• Some shipping methods aren't eligible for delay claims — ask us if you're unsure whether yours qualifies.

2. Orders Not Received

If tracking confirms delivery, a refund or resend generally isn't available unless you can provide official proof of non-delivery from your local post office.

If tracking shows an alert or delivery exception, common causes include:

• Incorrect or incomplete address
• Invalid phone number
• Unknown recipient
• Delivery refused
• Package not picked up in time
• No safe location to leave the package
• Customs clearance issues
• Other carrier-specific issues

A few things to know:

• Local couriers typically attempt delivery 1–3 times. If unsuccessful, the package is usually held at a local depot for 3–7 days — you'll need to pick it up yourself within that window, or it may be returned to the shipper.
• If a package is returned to CJdropshipping's warehouse, it becomes available in our private inventory rather than being automatically refunded.
• If a package is abandoned, unclaimed, or destroyed by the carrier without action on your part, we may not be able to offer a refund or resend.

3. Damaged Products

• Badly damaged items: full refund or replacement.
• Partially damaged items: partial refund or replacement (minor issues like loose threads, light wrinkling, or small scuffs typically don't qualify).
• Fragile items that arrive damaged are usually best resolved with a refund rather than a replacement.
• Damage limited to the outer shipping box, with the product itself intact, generally isn't eligible for a refund due to the realities of long-distance international shipping.
• For general and electronic items, please report damage within 30 days of delivery.
• For made-to-order/service items, refund eligibility depends on whether quality inspection was completed prior to shipping — ask us for details specific to your order.

4. Incorrect or Missing Items

• Wrong item entirely: full refund or replacement.
• Wrong color/size that doesn't affect the product's function: refund or replacement — a description of the issue with your order details helps speed this up.
• Missing parts that don't affect function: partial refund or a replacement of the missing part.
• Missing parts that do affect function: full product replacement.
• Missing accessories: replacement accessories will be sent.

Tip: For sizing complaints, a quick photo of the item next to a tape measure helps us resolve the case faster.

5. Cancellations

You can request a full refund if your order hasn't yet entered processing.

Please note the following order types cannot be canceled once payment is made, as they are produced or prepared specifically for you:

• Custom/print-on-demand items
• Preorder or reserved-inventory items
• Custom video or photo orders

Important Reminder

Please always reach out to us first with any order concerns rather than filing a dispute through your payment provider or elsewhere. Skipping this step can slow down resolution significantly, since we're the ones coordinating directly with CJdropshipping on your behalf.