Delivery Failure Scenarios

"What if the product does not arrive?"

We guarantee your products will arrive safely in your destination country. In the unlikely event your package is lost, we will re-send the goods or give you a full refund.

a) The package is lost, broken, or stolen before it reaches you.
Guuds will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.

b) An Air Mail package has not arrived after a long time.
Guuds will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. If you are drop shipping you will be advised to create a new order for your customer in the meantime.

c) A multi-part delivery arrives missing some items or packets.
In such a scenario you must raise the issue immediately with the courier or delivery company. With the correct documentary proof through the courier company reporting process, Guuds will re-send the goods or give a refund.

d) Items in the packet arrive in a damaged condition.
In such a scenario you must raise the issue immediately with the courier or delivery company. Provided you follow through the correct reporting process, the goods can be handed back to the courier and Guuds will send new goods or give a refund. If you do not immediately follow the courier's reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, you should send back the damaged goods to Guuds and Guuds will resend the new ones to you for free. Kindly note: you pay the shipping fee from your place to Guuds in China, and Guuds pay the shipping fee from China to your place.

e) A shipment is delayed, turned back, or seized by Customs
If the delay is due to the inspection of the importing country's customs, or the customs can release the goods but the consignee does not make customs clearance in time or the consignee can not be reached after customs clearance, and so on, we will assume no responsibility for the delay. If China customs' warehouse has no extra space, Guuds sales will inform you in advance. If your goods include some special products (such as battery, fake brand, mobile phone, ink, CD and so on) and therefore can not pass Chinese customs smoothly for the first time, Guuds will try whatever we can to help to solve the problems. But in this case, some may be delayed in time, hope you understand. For whatever, if your goods are seized by China customs, you will get the full refund or you can require Guuds to resend your goods for free.

We shall not be responsible for any shipping or customs delay since this is outside our control.

f) About Customs Clearance
Any problem of customs clearance such as blocked, confiscate ect at destination is not responsible by Guuds. Buyer should handle it by their own but we have duty to assist. Any refund or resend caused by your local customs is NOT accepted. However, if any order problem from China Customs, we will solve accordingly and timely.