If your package hasn't arrived, please refer to the situation below that best matches your case:
1. Tracking Shows "Delivered," But You Didn't Receive It
First, please double-check the shipping address you provided at checkout.
Check around your mailbox, porch, or any safe drop-off points.
Ask neighbors, building staff, or household members if they accepted the package.
We will request delivery proof from the logistics company (such as a delivery photo or location confirmation).
If there is evidence confirming that the package was delivered to the address provided, the order is considered fulfilled, and we are unable to resend or compensate for the package.
That said, if you're unsure what to do next, please reach out to us. We're more than happy to assist you with contacting the courier, filing a complaint, or helping track down the missing item. We’re here to help in any way we can.
2. Tracking Shows "Not Delivered"
If the tracking shows the package has not been delivered:
For major carriers (e.g., USPS, FedEx, DHL), you may contact the carrier directly for assistance.
For other couriers (e.g., YANWEN, 4PX), please contact CHIGEE Support to obtain the contact details of the last-mile delivery provider.
Customers are responsible for actively tracking and receiving the package. Failing to coordinate with the carrier may result in return or loss of the package.
Important Responsibilities
Customers must ensure all shipping information is accurate, including the address and phone number.
If a package cannot be delivered due to incorrect information provided by the customer, CHIGEE will not be responsible for reshipment or compensation.
However, if the delivery failure is caused by an error on our side, we will take full responsibility and arrange a replacement shipment immediately.
Understanding the Delivery Process
Please note that logistics companies operate independently from CHIGEE. Once your order has been shipped, the courier becomes responsible for delivering the package to the address provided.
As the brand, CHIGEE is committed to standing by our customers throughout the process. While we don’t have direct control over the courier’s actions, we’re always ready to help by:
Providing any shipping details needed to file complaints
Assisting in locating your parcel
Offering guidance on next steps
If you have any questions or concerns at any time, please don’t hesitate to contact us at help@chigeego.com.
We’re always happy to help and will do everything we can to support you in recovering your package.