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Knowledgebase: Shipping Process
What if the expected delivery date has passed and I still haven't received my order?
Posted by Customer Support Department on 10 January 2014 01:20 PM

A customs letter is not always received. In the case that one is received, please contact us and we will review your case. Please be sure to keep the letter and the envelope as photos will be required.

In the case that a letter is not received, we must refer to tracking details alone. There are two sets of customs for internationally shipped orders: the origin country (from the shipper) and the destination country (you). The customs processing time is not linear, consistent, nor predictable. It's not irregular for delivery to occur anywhere between 1 and 4 weeks, given customs required approval. For this reason, we require 30 full days of transit time before we rule out delivery. If no delivery occurs by then, we can review your case and discuss any potential options to resolve the matter.