Package lost during shipping	Replace or Full Refund
Tracking information didn’t update Standard shipping: over 30 days Express shipping: over 18 days	Replace or Full Refund
Tracking information shows delivered but never received Note: The local carrier will send you an email to prove the loss, pls forward the proof email to us and report it in no more than 15 days.	Replace or Full Refund
Incorrect/incomplete address The package cannot be delivered due to incorrect or incomplete recipient information provided by the customer.s	Reject
Choose the express shipping method without a phone number	Reject
Customer was not home when delivery	Reject
Too many failed delivery attempts	Reject
Customs clearance hold	Reject
Logistics disruptions caused by political unrest/natural disasters risks/military controls/war/viruses etc.	Reject

Remote area issue:

It will take more time to ship to remote areas, some areas maybe need 2-3 months for delivery. We can’t provide any guarantee for remote address delivery. You can go to the shipping company’s official website to check if the address belongs to remote areas or not.

Hot-sell season:

During hot sell seasons (e.g. Black Friday, Cyber Monday, Christmas, etc.) due to the high volume of packages and limited capacity of shipping companies, shipping time may be longer than other times, and shipping costs maybe raise often. We will notify you that on our website and email it to you, pls don’t miss that information.

We will not refund if the package is shipped to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

We cannot ship to the following countries:

Saint Kitts and Nevis; Antigua and Barbuda (member of the Commonwealth of Nations); Toroke; French Polynesia Western Sahara; Palestine; India; Macedonia; Montenegro; Eritrea; Congo (Kinshasa) Svalbard (Norway); Tokelau; Zanzibar (Tanzania); Bouvet Island (Norway) British Indian Ocean Territory; French Southern and Antarctic Territories; Heard Island and McDonald Islands (Australia) Åland Islands; Saint Barthelemy (France)

Tax/VAT issue:

This is a seller’s responsibility as each country has different Custom Duties and Laws of Taxation.

In the event that a customer refuses to pay taxes or duties owed upon the order’s arrival in the destination country, demo.popcustoms.me will not reship or refund the order.

We help sellers to deal with VAT issues of EU orders, When your orders ship to the EU, Our website system will automatically charge you VAT costs when you check out.

If you have your own VAT/IOSS, pls add it to the note of the order. We will refund the VAT cost to the wallet of your account at demo.popcustoms.me after order delivery. ( Since we can’t verify your VAT/IOSS, so we are not responsible for the delay or can’t delivery caused by your VAT/IOSS problem, and refund the VAT/IOSS cost till the order delivery）