What should I do if the package is damaged/lost during shipment?

For damaged or lost products, we require the following information from the recipient for verification:

(1) The recipient must file a complaint with the local service provider and provide us with the complaint number as soon as possible after receiving the product.

(2) i. If the recipient has purchased the insurance for the device, please file a claim with the insurance company, for the instruction of how to file a claim, please contact our customer service to get it.

     ii. If the recipient did not purchase the insurance, please contact the local service provider for a claim of the package damage/lost. If they have approved your claim, please contact us. 

(3) If a delivery is confirmed lost before receipt, we will work with the courier to obtain information, please contact our customer service for further help.We do not take responsibility for packages that have been delivered but are lost or stolen due to reasons beyond our control, such as failure to retrieve the package in a timely manner or refusal to collect the package after multiple reminders.

Claims for lost or undelivered items that have been in storage for more than 90 days will no longer be accepted.