If your purchase is delayed or lost in transit, no need to worry. Gearbest cares about you and has already thought of everything - your purchases and your money are reliably protected.
Gearbest Buyer Responsibilities
While we strive to make online shopping as easy as possible, some shipping issues are beyond the control of Gearbest online store staff.
Buyers are responsible for providing complete and correct shipping address information. GearBest cannot make changes to shipping addresses after an order has been shipped and is not responsible for lost or undelivered packages due to incorrect or incomplete addresses.
The purchase of goods prohibited for purchase in the country in which the buyer resides is possible only under the responsibility of the buyer himself. Gearbest is not responsible for any problems you may encounter with authorities if you purchase prohibited items. However, if they are sent back at the customs point, the buyer will be refunded the cost of the goods.
If a product is protected by special intellectual property rights, Gearbest is not responsible for successful delivery of your purchase, therefore some product categories are not available for purchase in the respective countries. In the event that the purchase was made, Gearbest may issue a refund for the purchase sent back by customs after the store employees receive the package.
Gearbest does not provide customs clearance brokerage services or control the total shipping amount. Store employees make every effort to ensure that the package is delivered, but does not guarantee that customs authorities will not will recalculate the cost of the parcel and will not require the buyer to pay a duty, if any, when crossing state border.
Gearbest and delivery issues
According to international law, the seller is responsible for the parcel until it is transferred to the delivery service. However, Gearbest protects its customers and supports the package and the product itself according to the voluntary warranty obligations of the online store - this sets us apart from many other marketplaces.
Therefore, Gearbest helps resolve delivery-related issues, including in cases of lost parcels postal service.
Orders for which status has been received from the logistics company "Delivered", are considered delivered to the buyer. After this, Gearbest is not responsible for the cargo delivery procedure - be careful in advance, and if problems arise, contact the store and logistics company support.
Why is my parcel delayed?
Please note that the stated delivery time is an estimate. Due to unforeseen circumstances, they may be increased, and it will not be possible to speed up delivery.
The list for which Gearbest is not responsible includes:
- late delivery by the logistics company,
- incorrectly filled address,
- increased delivery times due to international or local holidays such as New Year, Christmas, Chinese New Year,
- problems at logistics sorting points during global online sales, including “11.11” and “Gearbest Birthday”,
- problems with the delivery of orders that were received by the user in his personal account as “Successfully received”.
To determine the reasons for the delay, you must check the track number assigned to the order at website of the relevant postal service. If there is a delay at a customs inspection point, state border or parcel collection point, there is no need to worry, this is a normal process associated with mail overload.
If the parcel does not change status for more than 3 weeks, you need to contact support.
Why did my parcel end up in another city?
Apparently there was a mistake in the address. It is necessary to check your actual address and the address specified in your personal account. If they match, you need to contact technical support to clarify the circumstances.
An error caused by the store will be corrected - the buyer will either receive a full refund of the money spent, or a similar product will be sent.
In case of an error due to the buyer’s fault, you also need to contact the technical support service, and then contact the logistics company.
Why is the track number not tracked?
Information on postal trackers is greatly delayed compared to the actual shipment of the parcel. It's always worth waiting - many parcels manage to reach the buyer before the track has time to update its status.
If the parcel is not tracked for more than 20 days, you must contact technical support or live chat on the website.
What to do if your parcel is delayed at one of the tracking points
If the track number has begun to be tracked, but is delayed by some operation, you need to wait - mail trackers do not always show the status correctly, and updates are always delayed.
Typical delay is 3-7 days, in case of heavy load on postal services - up to 3 weeks.
In case of a long delay in changing the status, you must notify Gearbest technical support and request the status of the package from the postal service.
How to understand that a parcel has been detained by customs
The customs inspection procedure is a lengthy operation that can be carried out from 1 day to 1 month.
Parcels that are stopped by customs receive a special status when tracking a track number, such as “Detained by customs” and similar.
In the event that the order cannot be delivered due to customs problems and requires additional clearance, the buyer will receive a telephone notification from the customs or delivery service (therefore, it is necessary to indicate the real number phone).
If any information is missing, you must contact Gearbest technical support and independently request the customs service about the status of the parcel.
Gearbest Return Guarantee
In the event that the package is lost, the store guarantees compensation. Its size depends on whether insurance was taken out or not.
If the parcel insurance has been issued, then after 45 working days without changing the status of the parcel, the buyer will be offered:
- Resend the product
- Complete return to card or Gearbest points to internal wallet
If there is no insurance, one of the options will be offered:
- Refund 50% of the cost of the parcel to Gearbest internal wallet in the form of points
- Refund 30% of the cost of the parcel to credit card or Paypal
- Re-sending the goods - you will have to pay 50% of the parcel
