Reshipment Policy
Overview
At US Time Luxury, we aim to ensure that every order reaches our customers safely and successfully. In rare cases where a package is lost, damaged, or fails to arrive, we may offer a reshipment according to the policy outlined below.
Please read the following conditions carefully before requesting a reshipment.
When Reshipment May Apply
A reshipment may be offered under the following circumstances:
- The package is confirmed lost during shipping
- The package arrives severely damaged
- The package is returned to us by the shipping carrier due to delivery issues
- The customer receives the wrong product
Our support team will review each situation carefully before approving a reshipment.
Lost Packages
If a package appears to be lost in transit, please contact our support team.
We may request the following information:
- Your order number
- The shipping address
- Details regarding the delivery issue
Once the situation is confirmed with the shipping carrier, we may arrange a replacement shipment.
Damaged Items
If your order arrives damaged, please contact us within 48 hours of receiving the package.
You will need to provide:
- Photos of the damaged package
- Photos or video showing the product condition
After review, our team may arrange a replacement shipment.
Incorrect Items
If you receive the wrong product, please contact our support team within 48 hours of delivery.
Once verified, we will arrange a replacement shipment of the correct item.
Delivery Issues
In some cases, delivery may fail due to incorrect address information or failed delivery attempts.
If a package is returned to us due to delivery issues, we may offer a reshipment once the correct address information is confirmed.
Additional shipping fees may apply in certain situations.
Reshipment Processing Time
Once a reshipment is approved, processing usually takes:
3–7 business days
A new tracking number will be provided once the replacement package is shipped.
Non-Reshipment Situations
Reshipment may not be offered in the following situations:
- Incorrect shipping address provided by the customer
- Failure to collect the package from local customs or postal office
- Delays caused by customs or local delivery services
Our support team will review each case individually.
Contact Us
If you believe your order qualifies for a reshipment, please contact our support team.
Email:
[email protected]
Our team typically responds within 24–48 hours.
Customer Commitment
At US Time Luxury, customer satisfaction is important to us. We aim to work closely with customers and shipping partners to resolve delivery issues as quickly as possible.