- Where is my package?
The shipping carrier will transport the package following fixed schedule and rules, and this applies to most of the international post offices, special lines, and express services. However, in some cases the package may be lost or a delayed delivery may occur due to external reasons. Track the package by visiting the shipping carrier website. Go to '1Tracking', and check all the relevant information. In case you have any questions about the tracking information, please contact the shipping carrier, the sender, or the seller.
- What is the exact date for package delivery?
When you place an order online, or you get a notification that your order is shipped by the shipping carrier, the seller or the logistics company will then provide an estimated time of delivery. You can also track your package to see all the related information. In case the tracking information was not updated for a certain time, there is a chance that the package arrival time was delayed due to customs clearance, weather conditions, or public holidays. In this case, please contact your seller, sender, or the logistics company to get the latest information regarding your package.
- What should I do if the tracking information of my package was not updated for a long time?
'1Tracking 'is a global tracking website, therefore, they are not responsible for transfer or customs clearance related matters. If the tracking information was not updated for a long time, please contact directly the logistics company or the seller.
- Can you confirm if my tracking number is valid?
'1Tracking' sets up the tracking number following a specific rule, this last can be applied to see if your tracking number is valid. However, kindly check this issue with your seller first and make sure the tracking number is correct. If the tracking number is wrong, please contact immediately your seller.
- I did not receive my order yet, is it possible to apply for a refund?
If you purchased the item on the website, please contact the seller to request a refund. However, in case the package was sent privately, you need to inform the sender about your case. The sender must then contact the shipping carrier in order to accept the refund request.
- How can I modify the shipping address of my order (package)?
This depends on the status of your package. Please contact your seller or the sender of your package and ask whether it’s still in the warehouse. However, if the package was already sent, it is impossible to modify the shipping address. If the package arrived at the destination country, please make sure to contact your logistics company (DHL, UPS, etc.). The shipping address can be changed through special line shipping for a certain amount of fee. The exact amount of fee will be decided by the logistics company.
- Will the delivery of my package be successful in case the address is not complete?
This solely depends on the shipping method and the policy of local logistics carrier. For express and special line shipping methods, the local shipping carrier will try to contact receiver to confirm whether the address is correct or not. For postal registration shipping and unregistered mail, a different policy is followed for each country, and they might not contact the recipient to make sure of the address, a fact which will result in the package to be returned back to the sender. Therefore, please try to provide the correct shipping address when sending a package or placing an order online.
- Why was the package sent to a wrong address?
There might be a manual operation when the package is in the process of transfer to destination, therefore errors may occur. If the package was sent to the wrong address, we kindly suggest you try to contact your local shipping carrier or your seller to handle this issue.
- What is the difference between postal registration shipping and unregistered mail?
There are different international shipping methods, including express, postal registration, unregistered mail, and special line shipping methods. The important difference between postal registration method and unregistered mail method is the tracking information and tracking history. In general, unregistered mail option is the most suitable and affordable one for low-cost products.
- What to do when my package status shows 'Returned'?
'Returned' indicates that your parcel has been arranged by the post office of the destination country to the sending country, or has been returned by the customs arrangement due to abnormal customs clearance. Please contact your local logistics carrier after checking the reasons or details of the package return,and verify if the package can be re-sent back to receiver.
- What should I do when the status of my package is 'Alert'?
'Alert'means that the package is in an abnormal state. The main reasons for this issue include the following: refused to pay tax, customs clearance, contraband, package is lost or damaged, wrong address, unable to contact recipient, refused the package, package is returned, etc. When your package status shows 'abnormal', we kindly suggest you try to contact your local shipping carrier or your seller to handle this issue.
- What should I do in case the status of my package shows 'Undelivered '
'Undelivered ' status means that a delivery was arranged but failed due to different reasons. The main reasons for this case include the following: the recipient is unavailable and cannot be reached, unpaid tariffs, or address not found. When encountering such issues, we kindly suggest you try to contact your local shipping carrier or your seller. Please pay attention to the deadline and the estimated shipping time for every shipping method, otherwise the package will be automatically returned back to the sender if the delivery time has long passed.
- What do I do in case the status of my package shows that it was 'Pick up'
'Pick up'status means that the package has arrived to the destination country. Please contact your local logistics carrier to get details regarding the delivery time, collect your package by yourself, or confirm the delivery status of your package with the shipping carrier.
- Is there anything to be worried about when the status of my package shows 'In transit'?
'In transit' status means that the package has not arrived yet at destination country. If you choose the post office shipping method, then the process might take a while. Thus, be patient and wait for the status of your package to update.
- What can I do in case I did not receive my package but its status shows that it was 'Delivered'?
'Delivered'status means that the package was sent to the recipient. Some of the logistic carriers put the package into the mailbox, or leave it in front of your door, or at your neighbors’ house. Kindly check if any of your neighbors or friends have received your package, or try to contact your local logistics carrier or your seller in case you are unable to find your package, and they will check whether the package was sent to the wrong address or it was lost.
- What do I do in case the postman left a notification card regarding my package?
Generally, the postman will insert a card into the recipient’s mailbox or inside the mail opening of the door. Please check for relevant information and contact immediately your local logistics carrier or seller in case you were unable to find any.
- Why a package sent through registered air mail cannot be tracked on USPS.com?
Since 2015, the United States, the United Kingdom, Canada, Australia, France and Germany post services stopped providing tracking information of registered packages to online logistics.
- What must be done in case the receiver sends back the package?
In most of the cases, the tracking information will show the reason of package return. It is recommended that you contact your local logistics carrier after checking the reasons or details of the package return. Local logistics carrier might be able to confirm the reason and verify if the package can be re-sent back to receiver.