Updated 11th October 2023
We do not recommend returning goods to us in China, as it’s not cost-effective. If you must, however, then you should declare low value, otherwise, we will be charged duty and tax which will be billed to your https://antfulfill.com/ wallet. Please return to the address below
WORKSHOP 60, 3/F, BLOCK A , EAST SUN INDUSTRIAL CENTRE, NO. 16 SHING YIP STREET KL, HONG KONG
We do not currently support returns to any country outside of China, although we are aiming to offer such a service in Q1 2023.
Please note that any cover in relation to excessive transit time is void in the event of epidemics/pandemics, national and international political issues, strikes, riots, war, natural disasters including heavy snow etc.
Delayed/Lost Orders ;
Only a claim for these countries and services can be submitted if the parcel is not delivered after 30 days. Those not listed below require 60 days of transit before a claim can be submitted.
United States
United Kingdom
France
Germany
Italy
Spain
Netherlands
Belgium
Luxembourg
Ireland
Bulgaria
Croatia
Czech
Estonia
Finland
Hungary
Latvia
Lithuania
Poland
Portugal
Romania
Slovakia
Slovenia
Sweden
Austria
Denmark
Australia
Switzerland
Norway
Mexico
Singapore
Malaysia
Thailand
Vietnam
Philippine
Israel
Turkey
South Korea
Japan
Yunexpress
4PX
Yanwen
UBI
Full credit (product and shipping cost) will be issued if the parcel Is not delivered outside of this time frame. The time frame is calculated from the 2nd tracking update as per the following image.
If the tracking shows any kind of transit delay, regardless of service and country mentioned above, you can only submit after 60 days.
Delivered Orders :
We are unable to cover any orders where tracking shows as being delivered to the correct address. You can however use the last section of the template below in an attempt to resolve the complaint with your customer. Although we can’t guarantee results, this is a proven template to help minimise false claims.
Please replace bold with respective title. This is not guaranteed to work and you should amend as you see fit. If you feel it is too aggressive or unbelievable, change it until you’re content.
Dear *Customer Name*
We are sorry to hear you have not received your package and have looked into your case.
National Postal/Courier Service confirms your package was delivered at Time, Date, Address.
We would greatly appreciate it if you could carry out the following steps.
- You can check the tracking on National Postal/Courier website here: Prefilled National Postal/Courier service tracking URL e.g. https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=LSxxxxxxxxxCN
- Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! We have customers who have confirmed this more often than not.
- If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
- Please call your local post office with the tracking number Tracking Number and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.
In the meantime, we will file a loss/theft report with the Shipping company Inspector as this is a very serious issue. They can be very helpful in finding missing packages within the postal system due to theft, fraud and/or misdelivery.
In some instances, the postman that was responsible for delivering your order will be interviewed by their postal manager.
If you happen to find the parcel after following the above steps, please let us know immediately so that we may withdraw the case and prevent any potentially fraudulent investigation which could negatively impact your postal address and/or the delivery postman.
Some postal services will keep a record of failed deliveries to a postal address and if there is an excessive amount in a specific time frame, an address can and may be marked as “high risk” which will affect future deliveries made to the respective address.
Very much looking forward to hearing from you.
All the best
*Company Name*
Job Title – Fraud investigation specialist *Employee Name*
Damaged Orders:
Damaged items should be reported within 7 days of customer receipt, thereafter, no claim can be made.
Only items damaged in transit will be covered, those which are as a result of misuse or clearly shown to be maliciously tampered with by the customer are void. As an example, knife scores, where a customer has used a Stanley knife or sharp tool to open, in turn, damage the product are not covered.
Any parcels which have been opened by customers with a sharp object are not covered.
Obvious clean, fine cuts that penetrate packaging and damage the product are a result of excessive and careless unpacking.
If there is no clear indicator that the claim relates to the order in question (for example, the name, address, email etc is not found or related to the original order in any way), the claim will be rejected.
To submit a claim, please follow the directions above, but change the reason for refund.
Bad Quality:
Items are spot-checked as and when they are sent, so it is possible some product faults/imperfections are missed. In such cases, be it small or large and your customer requests a replacement or refund, please follow the same directions, changing the reason for refund.
We will be unable to offer full replacements/refunds on minor faults e.g. small scratches, a single loose thread on textiles, slight colour variation so forth. In such cases, we will offer partial credit as a goodwill gesture.
Missing Products or Parts:
For any orders that are missing products or parts that are incomplete and even damaged, we will offer a replacement of parts or product in question ONLY and cannot offer a complete refund or replacement.
