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Tracking & Delivery
Estimated Delivery Time
Outside Of The Time Frame
Customs/Extra Duties
The whole parcel delivered but not received
Return & Refund
Processing
Payment
Account Issues
Pre-sale
Legal/Security&Privacy
Media/CSR
Suggestion/Dispute
Can I receive my order before a specific date?
How can I track my order?
How long will it take for my order to arrive?
What is the Delivery PIN and where can I check it?
Where can I find my proof of delivery?
My package was sent to a pickup point. Do I need to present the Delivery PIN to pick it up?
Is the Delivery PIN secure? Can someone else use it to receive my package?
Can I share the Delivery PIN with a family member, friend, or someone else to receive the package on my behalf?
The Delivery PIN doesn't work or can't be validated. What should I do?
I can't find the Delivery PIN in the app. What should I do?
Why do I need to provide a Delivery PIN to receive my package? Why wasn't it required before?
What does "recipient absent" mean?
What should I do if the package shows as delivered but the delivery address is incorrect?
Has my package shipment been delayed?
Can I request delivery on a specific date, time, or at a specific point?
What should I do if the package is not delivered within the expected timeframe?
Is it guaranteed that I will receive it on the same day of delivery?
When will my package be delivered?
What happens if my package is not delivered before the latest estimated delivery date?
Why hasn't my package arrived yet even though the earliest estimated delivery date has passed?
Why hasn't the delivery been made yet after the package was handed to the courier company?
Can I speed up the delivery of my package?
Can I switch to another courier company?
Why can't I change my address?
Why doesn't the tracking update immediately after customs clearance?
When will my package be delivered after customs clearance?
Why does it keep showing "Ready for customs clearance"?
Do I need to provide documentation for customs clearance?
How long does customs clearance take?
Why does my package show "Ready for customs clearance" before arriving in the destination country?
What does "Ready for customs clearance" mean?
How long does it take to be delivered after arriving at the destination airport?
Why hasn't my package been delivered yet if it already arrived at the destination airport?
Will I receive my package soon if the status shows "Has taken off"?
Why doesn't the tracking update for a long time after takeoff?
How long does the status "Arrived at airport and ready for takeoff" last?
What does "Arrived at airport and ready for takeoff" mean?
Why has my package been "On the way to the airport" for a long time?
What does "On the way to the airport" mean?
Why doesn't the tracking update immediately after "Shipped"?
What does it mean when the tracking shows "Shipped"?
Why has my order been split into two or more packages?
Why are there no tracking updates?
Why is my order delayed?
How can I contact the shipping company?
Why has my package been returned?
My package tracking shows an unsuccessful delivery attempt was made. What can I do?
I received an email from Mail Americas notifying me that I need to update my CUIL.
How is sales tax calculated?
What is VAT?
I've exceeded the annual quota of five shipments for overseas purchases. What should I do?
What happens if I was charged a fee?
Why has my package been rejected by customs?
Are there additional charges?
Delivered but not received
What will happen if I'm not home when my package is delivered?
What happens if I confirm delivery early?