The cases that Sup Dropshipping will make Refund, Resend and Accept the Return are as follows:
Order delayed refers to orders that lack of tracking information and orders in transit, pending, expired after 60 days counting from the date that order departed from Sup Dropshipping warehouse. However, the following countries and shipping methods may be different:
- For orders shipped to the USA, it is after 45 days counting from the date that order departed from Sup Dropshipping warehouse.
- For Brazil, it is after 110 days counting from the date that order departed from Sup Dropshipping warehouse due the strict customs clearance at Brazil.
- For China Post Registered Air Mail and Sup Dropshipping liquid direct line to all counties, Sup Dropshipping will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Sup Dropshipping warehouse.
- For some special shipping methods, Sup Dropshipping cannot deal with your disputes.
Note:Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of invalid address, package unclaimed, no such number etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Order not Received
Sup Dropshipping will not deal with the refund or resend if the tracking information shows the order is delivered.
- If your clients do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
- Tracking Information Alert. The tracking information shows Alert, the reasons listed as below:
- Incorrect/insufficient Address.
- No Such Number.
- Recipient unknown.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
Notes：1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your clients need to pick up the package by himself/herself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Sup Dropshipping takes no responsibility if products have been lost.
2. If the logistics company provides return service to China, Sup Dropshipping will put the products to your private inventory and will not refund for them when we receive the returned items.
2. Sup Dropshipping cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
- Sup Dropshipping offers a full refund or a replacement if packages are badly damaged when they arrived .
- Sup Dropshipping offers a partial refund or a replacement if packages are partially damaged when they arrived (except thread, slightly wrinkled, small scratches etc.).
Notes：1. For fragile products, refund is highly recommended.
2. For damaged packing boxes, Sup Dropshipping cannot offer any refunds or other after-sale services due to the long-distant international delivery.
3. For ordinary products, your clients shall complain or open a dispute with you within 3 days after the package is delivered.
4. For electronic products, your clients shall complain or open dispute to you within 7 days after package delivered.
5. For service products, Sup Dropshipping refunds you the product’s cost which is the price in China market, if you have Sup Dropshipping quality inspection service.
6. Otherwise, Sup Dropshipping will not take any responsibility for them.
Incorrect or Missing Products
Sup Dropshipping has a strict quality control process before products are dispatched. Sup Dropshipping will deal with incorrect or missing products as follows:
- For incorrect products, Sup Dropshipping offers a full refund or replacement.
- For products with the wrong color, size which doesn’t affect product function, etc., Sup Dropshipping offers a partial refund.
- For parts missing which doesn’t affect product function, Sup Dropshipping may refund partially or resend the missing part; for parts missing that affect product function, Sup Dropshipping resend the product only.
- For accessories, Sup Dropshipping will resend the accessories.
Note：For the size problem, Sup Dropshipping will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
For order cancellation, Sup Dropshipping offers a full refund before products have been processed by warehouses. But things may be different for following orders:
- After payment, POD orders cannot be canceled as it is customized.
- After payment, private inventory orders cannot be canceled as it is special products and only available for you.
- After payment, video and photo orders cannot be canceled as Sup Dropshipping has planned and prepared for you after payment.