"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.

Please refer to our detailed terms and conditions regarding Customs clearance.

Delivery Failure Scenarios:

• The package is lost, broken, or stolen before it reaches you.
  OnSources 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.
   
• An Air Mail package has not arrived after a long time.
  OnSources 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 dropshipping you will be advised to create a new order for your customer in the meantime.
   
• 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, OnSources will re-send the goods or give a refund.
   
• 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 OnSources 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, we will offer advice on a case-by-case basis about whether you can return the goods to China for replacements or a refund.
   
• A shipment is delayed, turned back, or seized by Customs
  If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mis-handling by OnSources, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case. Please refer to the more detailed notes on this issue here.

General Delivery Failure Cases Where You Accept Liability

You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

If the delivery fails because:

• you were not at home or the courier could not contact you
• the delivery details were wrong
• the recipient fails to accept the goods
• the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
• the courier cannot deliver to a remote area or invalid address
• delivery fails due to war, disaster, etc
• other similar scenarios beyond our control

... [in such cases] you agree that OnSources will not accept liability and no compensation is available.

There are also several situations in which you accept liability when the goods do not arrive due to Customs issues. Please read the full terms and conditions here.