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Delivery Issues

Below are the most common delivery-related issues and the steps you can take to resolve them quickly

Updated this week

1. Order Lost

If your order has not arrived by the expected delivery date:

  • Check the tracking information for the latest updates.

  • Allow additional time if the order is still in transit.

  • Contact us immediately if the tracking status indicates the order is lost. We will advise you on the next steps.

2. Order Cancelled/Refunded By The Marketplace Or Seller

Orders may be cancelled for reasons such as stock shortages, pricing discrepancies, or system-related errors.

  • You should receive a cancellation notice from the platform.

  • Please attach or include this notice in your ticket so we can guide you appropriately.

3. Order Marked As Undeliverable

An order may be marked as undeliverable due to:

  • An incorrect or incomplete shipping address

  • Damage to the package during transit

If your order is marked undeliverable, contact us through live chat (bottom right) or email so we can assist you.


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4. Item Not Received

If the tracking shows “Delivered” but you have not received the item:

  1. Check the tracking details – Packages may be delivered to a neighbor, building office, or left in a secure location.

  2. Wait 1–2 business days – Sometimes carriers mark an item as delivered before it actually arrives.

If You Still Cannot Locate Your Item

  1. Contact the marketplace's customer support to know the status of your order. Please keep us updated by sharing the status of the order and any resolution. Make sure to document your conversation and provide us with a screenshot.

  2. Submit a ticket via live chat or contact us via email. Our Support team will review your case and provide the next steps.

5. Damaged Item

If your item arrives damaged:

  • Take clear photos of the damage or defect for our records.

    • Supported file types: PNG, JPEG, SVG, GIF

  • Submit the photos along with your ticket.

  • We will review the issue and recommend the appropriate next steps.

While online shopping is convenient, delivery issues can occasionally occur. We typically approve reorders or replacements; however, in some cases, certain options may not be possible. Please contact us before taking any action so we can ensure the best resolution for your situation.

Always include supporting details/photos in your ticket. Do not contact the seller or place a new order until you receive approval from the

Support team.​

If you have any questions or need further assistance, don't hesitate to get in touch with us.

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