For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

We may ask for your help in the investigation. It would also be good to advise your customer to get in touch with their local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

When it happens, you can contact POPCUSTOMS at support@popcustoms.com, provide your order number and attach a photo of the item you received. Once you contacted POPCUSTOMS to submit your request, POPCUSTOMS will get back to you shortly.

Please note: All colors are subject to actual products. POPCUSTOMS may not be able to avoid a little COLOR DIFFERENCE caused when printing.

Under this condition, please kindly contact us at support@popcustoms.com and provide us

1- some photos of the damaged product;

2- some photos of the outside packing bag.

These photos are necessary for us to investigate and offer a proper solution.

Products can sometimes have a slight, distinct odor, which is a by-product of the printing process.

Please rest assured, this is not something that you should worry about – this is a normal phenomenon in the printing industry. We usually put sachets inside to remove the smell, but the items are closed in the box during transportation, so the smell appears again. Please put your product in the air after receiving it, the smell will disappear.

As to the customs fee payment issue, the recipient should take responsibility to pay it. For some shipped orders to some countries, for example, South Africa, If the recipient refuses to pay the customs fee, the destination customs will charge it to the shipper no matter whether the package is destroyed or abandoned. Under this condition, we’ll charge it from you, please kindly noted.