Get help with an item that hasn’t arrived


Most packages arrive on time. Orders sometimes show up after the estimated delivery date.

Possible reasons for late delivery include the following:

-Incorrect address;

-Missing apartment, building, floor, or unit number;

-Bad weather conditions (possible cyclones in the Indian Ocean from January to March);

-International customs procedures.

If the estimated delivery date for your order has passed and your item hasn’t arrived, you can let us know that you didn’t receive it.

Before reporting this to us, we recommend the following actions:

-Check your item’s delivery information via EMS tracking Service. Your item may still be in transit. If the tracking for your item shows that it’s been delivered, check with a neighbor in case you weren’t home when the package arrived and they took delivery of it for you.

-Check your shipping address in “Orders”. To avoid delivery problems, keep your address information up to date to “Addresses”.

If the shipping address you provided during checkout is incorrect, If possible, we recommend trying to collect your package from the original address. Another option is to contact us – you may need to pick up the package yourself from the EMS Post office.


You have up to 30 calendar days after the estimated delivery date has passed to report that an item hasn’t arrived. Ask us to step in and help.

In the unlikely event that your item is lost due to EMS Post we offer a replacement, or give you a refund. If you’re getting a refund, it will go back to your original payment method. Refunds are typically available within 3-5 business days. If your order arrives after you’ve reported it to us, please let us know. This lets us know that the issue is resolved.


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