If the product has not arrived yet, first check the shipping status. The shipping status can be checked via the link in the shipping completion email, or, if member registration has been completed, from the Order History on My Page. If loss during transit is confirmed, WorldShopping will carry out the compensation application procedure with the Shipping carrier on the customer's behalf.
Steps to check when the product does not arrive
If the product does not arrive, please check and respond in the following order.
1. Check for a delivery-attempt notice or any contact
Please check whether a delivery-attempt notice from the Shipping carrier, or a notification from customs or the Shipping carrier has been received.
- A delivery-attempt notice left in the mailbox
- Email mailbox (including the spam folder)
- Phone call history and voicemail
If a notice has been received, please respond according to its contents.
2. Check the shipping status
Please check the shipping status in the "International Shipping" field on the Order Detail Page. The Order Detail Page can be opened from the link in the shipping completion email, or, if member registration has been completed, from the Order History on My Page.
By clicking the "To the carrier's website" link, the detailed shipping status can be verified on the Shipping carrier's website.
Please respond as follows according to the shipping status:
- If it is confirmed on the Shipping carrier's website that the package has arrived at customs: A procedure may be required at the destination country's customs. Please refer to "What to Do if Your Package Is Held at Customs"
- If the package does not arrive even after the estimated number of delivery days (including when the tracking information has not been updated for a long time): Please proceed to Step 3 below.
For the estimated number of delivery days, please refer to "Estimated Number of Days for Delivery."
3. Contact the Shipping carrier
Please prepare the tracking number and contact the Shipping carrier directly to check the shipping status.
4. Contact WorldShopping
If a reply has been received from the Shipping carrier, or if the situation is unclear, please contact WorldShopping Customer Support via the Contact Form. When contacting us, please provide the following details to ensure a smoother confirmation process:
- Order number (the number starting with "O-")
*If the order number is unknown, please provide the tracking number.
- The contents of the Shipping carrier's reply (if any)
When loss is confirmed
If loss is confirmed by the Shipping carrier, WorldShopping will carry out the Shipping carrier's compensation procedure on the customer's behalf.
For the shipping methods eligible for compensation, the compensation amount, and the flow of the compensation application, please refer to the following.
→ About compensation — international shipping insurance and carrier compensation