1. SOME OF MY ITEMS DO NOT HAVE TRACKING ON YOUR GLOBAL TRACKER?

If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :) You can also go to global.cainiao.com and enter your tracking number there for more information.

If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

2. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office. 

3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.

Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.

The reason we offer free shipping and ship all our orders via parcel is because private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in parcel. We really appreciate your patience in this :)

4. WHAT IS MY ORDER IS LOST IN TRANSIT?

Rest assure, all our orders are protected by our .Co Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.

5. WHERE DO YOU SHIP FROM? 
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing.  We ship for Free World-Wide via Parcel. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). 

 

Have a question?
E-mail us at customservices@clothingonline.co