Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.
Step 2: If you can not find out anything, contact our Customer Service department by sending an email to firstname.lastname@example.org and provide your shipping address again.
Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request.
If not, it was probably your careless as filled in a wrong address, thus we could not deliver your packet. In this situation, we need you pay some extra fees for sending you a replacement. This is the only option for you in this situation.