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The customer did not receive their order

In case the order was not delivered or got lost

Alina avatar
Written by Alina
Updated over a week ago

If a package gets lost during delivery, we will be happy to provide you with either a replacement or a refund. If your claim gets approved, and you require a replacement, we will have a new order shipped to you within 5 business days. In case you request a refund, a credit will be automatically applied to your Supliful profile or your original method of payment if requested separately.

For packages lost in transit, all claims must be submitted to the customer support team no later than 30 days after the estimated delivery date.


Supliful will not replace a produced product, grant a refund, or credit your account in case of:

  • Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

  • Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or to your end customer (if and as applicable).

  • Buyer's remorse – It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse. Returns for products or exchange of a product are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your own expense.

  • Rejected by Customs - If a package is returned due to customs rejection, Supliful will not issue a refund. It is the responsibility of the store owner to research import regulations for each country they are selling their products, and for the receiver to pay any necessary customs fees.

Claims deemed an error on our part are covered at our expense and are either replaced or fully refunded.

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