# Instructions for Handling Damaged or Missing Items in Your Package

To ensure your rights and provide you with the best shopping experience, please follow the guidelines below if you encounter any issues when receiving or opening your package. Proper and timely handling will help us investigate the situation and offer a solution as quickly as possible.

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## 1. What should I do if the package is damaged upon delivery?

When the courier delivers your package, if you notice that the outer packaging is damaged, wet, opened, or shows any signs of tampering, please take the following steps:

### **1. Refuse to sign for the package**

If the damage is severe or the package appears to have been opened, please inform the courier and refuse to sign for it. This helps prevent disputes and protects your rights.

### **2. Take photos as evidence**

Please take clear photos from multiple angles, including:

* The entire outer package
* Close-up shots of the damaged or opened areas
* A clear photo of the shipping label (waybill)

These photos are essential for our investigation.

### **3. Record the weight (if possible)**

If you have a scale available, please weigh the package and take a photo of the measurement. This helps us verify logistics records.

### **4. Contact customer service**

After gathering all evidence, please contact our customer service and provide:

* Your order number
* Photos of the package and weight
* A description of the issue

Our team will open a case and coordinate with the logistics provider for investigation.
*For more details, please refer to the “Damaged Package Handling Guidelines.”*

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## 2. What should I do if items are missing after signing for the package?

If you have already signed for your package but later discover that some items are missing, please follow the steps below:

### **1. Keep all packaging materials**

Please keep the outer box, inner packaging bags, cushioning materials, and all labels or waybills. These items are important for verifying the issue.

### **2. Take photos**

Please take the following photos:

* The entire package
* The shipping label
* The inside of the box showing how items were arranged
* The items you did receive
* For missing items, please clearly indicate which product(s) are missing

### **3. Weigh the package (if possible)**

Weigh the package including all contents and take a photo of the measurement. This helps us compare it with the warehouse and logistics records.

### **4. Contact customer service**

Provide customer service with your order number, photos, weight measurement, and a description of the missing items. We will open a support ticket and help you proceed with the investigation.

*For more details, please refer to the “Missing Item Handling Process.”*

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## Additional Tips

* To protect your rights, **we recommend checking the condition of the outer packaging at the time of delivery**.
* If possible, take photos while the courier is present.
* Please ensure that all information you provide is accurate and complete to speed up the investigation process.
* We promise to verify the situation and offer you a reasonable solution as soon as possible.


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