SafePal is now serving users from more than 160 countries. Every day we are shipping thousands of packages to customers around the globe. However, unexpected cases might happen that some of our valued customers don't receive their parcels in time. This article explains why this happens and what you can do if you have been waiting for your parcel for a long time.
It covers the following topics:
- How is a SafePal order processed?
- What could be the reasons for the delivery delay?
- What should I do if I still don't receive my package?
- How To Track My Order
- How to Cancel My Order
- Why is My Order Cancelled?
- What should I do if my package is damaged？
How is a SafePal order processed?
After an order is placed, it usually takes 24-72 hours for us to process the order and send out the package. Once a package is sent, the tracking number will be updated in the system within another 24 hours.
It takes different time lengths for a package to reach different countries. For countries such as the USA, Australia, Canada, United Kindom, or Germany, the logistics transportation will usually take 5-7 days for the standard shipping. For other countries on the globe, the time needed for transportation varies.
SafePal is now working with 4 logistics vendors to make sure global users can access our product and services equally. Unfortunately, once the package leaves our hands, we, like the users, will have to depend on the logistics partners to update and track the package along the way.
What could be the reasons for the delivery delay?
During the shipment process, there are several steps that could cause a delay in delivery:
- Insufficient order information
For each order from our homepage, we will need the shipping info from the user for shipment purposes, including complete address, zip code, country, and phone number. If any of this information is lacking, our Customer Support team will contact the user for further info, and ship the package later. So please regularly check your mailbox and see if there is any further email notification from the SafePal team.
- Custom clearance
When the parcel arrives at the destination country, it needs to pass a random inspection by the customs. This is where most of the delays actually happen.
Import taxes, customs duties, and any fees associated with the clearance process may be applicable and charged by the carrier and/or customs agencies. Each country, however, has a different duty & tax rate, and sometimes the customs post this charge based on random selections. Therefore we are unable to specify the duties & taxes for each country in advance.
In some regions or countries, users will have to contact the local logistics companies for inquiries or pickups or need to cooperate with the customs clearance. In such a case, the delivery circle will take longer if the customer misses the message sent from the logistics vendor or local customs authorities.
SafePal does not collect this fee. Please contact your local customs services for more detailed information before placing your order. Refunds will not be given if you refuse to pay any applicable taxes or customs fees.
Please note that the shipping fee which you have paid does not include any taxes/duties. Your understanding will be highly appreciated.
- Package lost
In rare cases, your package may be lost during transportation. In such a case, please submit a request and we will open an investigation process for the case.
According to our previous shipping experiences, there are indeed some cases in remote countries where delivery time is much longer than the average level. The longest delivery took 35 days until the package reaches the customer’s hands.
Apart from the factors mentioned above, another special factor is the local customs clearance procedure.
What should I do if I still don't receive my package?
If you have been waiting for a package for a long time, please send your order number to us and we will try our best to help track the package and update the tracking history for you. Thank you for your understanding and cooperation.