FAQ
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Tracking & Delivery
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Estimated Delivery Time
Customs/Extra Duties
The whole parcel delivered but not received
Why doesn’t the tracking update immediately after it shows “Shipped”?
What does “Shipped” mean in the tracking information?
Will I definitely receive my package on the day it is out for delivery?
What happens if I’m not at home when the package is delivered?
What should I do if my package shows as delivered, but it was delivered to the wrong address?
Has the delivery of my package been delayed?
Why hasn’t my package arrived even though the earliest estimated delivery date has passed?
What should I do if my package is overdue?
Why hasn’t my package been delivered after being handed over to the courier company?
Why can’t I change my address?
Why is there no tracking update immediately after customs release is completed?
When will my package be delivered after customs release?
Why does it keep showing “Prepared for customs clearance”?
Do I need to provide any documents for customs clearance?
How long does customs clearance take?
What does “Prepared for customs clearance” mean?
How long will it take to be delivered after arriving at the destination airport?
Why hasn’t my package been delivered after arriving at the destination airport?
Does “Departed” mean I will receive my package soon?
Why is there no update for a long time after the package has departed?
How long will “Arrived at airport for departure” last?
What does “Arrived at airport for departure” mean in the tracking information?
Why has my package stayed at “In transit to airport” for a long time?
What does “In transit to airport” mean in the tracking information?
How long will the order take to arrive?
How can I track my order?
Why was my order divided into two or more packages?
Can I request delivery at a specific time or location?
When will my package be delivered?
What happens if my package is not delivered before the latest estimated delivery date?
Why can’t I change my address?— With carrier contac
Is expedited shipping possible?
Can I switch to another courier company?
Are there any additional fee?
How do I enable pre-entrustment?
How do I change pre-entrustment settings?
Can you please help me to declare my parcel at a low price to avoid tariffs/customs fee?
What is pre-entrustment?
What do I do if my registration information on EZ Way does not match my order information?
How do I know if pre-entrustment is needed?
Delivered but not received
What if I clicked "Received" before delivered?
Why was my parcel returned?
Why does the tracking service shows that the attempted delivery of my parcel was unsuccessfully?
Where can I find my proof of delivery?