Not all products are subject to customs duties; whether or not taxes are required and the amount of taxes payable shall be decided by the relevant customs authority, and our company cannot provide details on this matter. We apologize for any inconvenience.
I: Take photos of the product(s) delivered
Please take some photos of all the product(s) delivered to show the condition of the package and the contents inside as well as the broken or damaged product(s).
Please do not discard them, and keep everything including the broken or damaged product(s), the package, wrapping materials, etc.
II: Contact the local post office or the company that was responsible for the shipping
Please contact the local post office and ask them to conduct an investigation in the presence of a witness, or directly visit the local post office while bringing the following 3 items: the actual broken or damaged product(s), the photos of the damaged product(s), and the delivery slip.
In the case of a parcel delivery company, contact the company at the phone number printed on the delivery voucher.
III: Obtain a Damage Report (CN24) (in the case of delivery by the postal service, including international mail)
Please ask the local post office to produce a Damage Report (CN24).
After you have obtained the Damage Report, please take and keep photos of the report so that the content is clearly readable.
◎ What is a Damage Report (CN24)? ◎
It is an official certificate to be issued by a post office when any article was delivered with damage, or was lost in the course of delivery or transportation. The format of the Damage Report varies by country/region.
If your local post office cannot produce a Damage Report, please ask the delivery person or the local post office to produce a certificate in some other format that indicates the damage that occurred, and make sure to keep it securely.
IV: Provide us with the following required information or materials:
1.Purchase Order No.
2.EMS Tracking No.
3.Names and quantities of the broken or damaged product(s)
4.Photos taken in accordance with the instruction described above in Section I
5.Damage Report (CN24) obtained in accordance with the instruction described above in Section III
Please contact us by sending an email to firstname.lastname@example.org after you have prepared all of the items described in items 1 through 5 above.
Note: The investigation may not be conducted if you made contact after more than 7 days has passed since the delivery of the broken or damaged product(s), or if any of the necessary information or materials described above are missing.