Delivery Exception Handling
This page explains how delivery exceptions are handled during the shipping process.
All procedures follow internal logistics review and carrier feedback.
1. No Tracking Update
Sometimes tracking information may not update for several days.
1.1 More Than 5 Days
If tracking has not updated for more than five days, an internal tracking review will begin.
The verification is conducted based on records in the carrier system.
1.2 More Than 10 Days
If there is still no update after ten days, we will evaluate whether reshipment is required.
The evaluation result will be determined according to carrier feedback.
1.3 Customer Communication
Customers may contact us at any time to check the latest shipping progress.
You may also review the tracking information guide for general shipment status explanations.
2. Delivery Delays
A delay may occur if the shipment exceeds the estimated transit time.
2.1 Carrier Intervention
When the expected delivery time is exceeded, we will contact the carrier for further follow-up.
2.2 Peak Season
During high-volume periods, delays may occur due to increased shipping demand.
In such cases, we will provide explanations and appropriate handling plans.
2.3 Non-Exceptional Delays
Delays caused by the following situations are not considered shipping exceptions:
Public holidays
Severe weather conditions
Customs clearance peak periods
For additional shipping details, customers may review the international delivery policy.
3. Delivery Failure
Delivery may fail for several operational reasons.
3.1 Incorrect Address
If the shipping address is incorrect, the customer must provide updated information.
3.2 Recipient Unreachable
If the recipient cannot be contacted, a second delivery attempt may be arranged.
3.3 Weight Irregularity
If a weight discrepancy occurs, the shipment may be submitted for investigation.
3.4 Customer Information Issues
Delivery failures caused by incorrect customer information may result in additional costs.
4. Customs Exception
Occasionally, shipments may encounter customs processing issues.
4.1 Document Supplement
Additional documents may be required during customs inspection.
4.2 Priority Processing
Once documents are provided, priority processing may be requested.
4.3 Unable to Release
If the shipment cannot be released, reshipment or refund may be considered.
4.4 Final Handling
The final handling method will depend on the customs clearance result in the destination country.
Customers who want to understand related procedures may also review the customs clearance guidelines.
5. Exception Resolution & Feedback
5.1 Status Notification
Once the delivery exception is resolved, customers will be informed about:
Package status
Handling result
5.2 Customer Support
If customers have questions regarding delivery exceptions, they may contact customer service for assistance.
