Shipping Issues & Solutions
We aim to provide clear and transparent procedures for handling shipping problems during international delivery.
This page explains how shipping issues are identified, reviewed, and processed according to defined criteria.
The policy applies to all watch shipments handled through international logistics carriers.
1. Definition of Shipping Issues
Shipping issues may occur during international transportation.
Two primary categories are defined to determine whether a shipment requires further review.
1.1 Lost Package
A shipment may be classified as lost if one of the following conditions occurs during transit.
Tracking information shows no updates for 15–25 days beyond normal transit time, and the carrier cannot provide a valid explanation.
The logistics carrier officially confirms the shipment has been lost during transportation.
The package does not show completed delivery and is not recorded in a return process.
When these conditions are met, the shipment may be treated as a lost package case.
1.2 Customs Seizure
A shipment may be classified as seized by customs authorities under the following circumstances.
An official customs seizure record exists for the shipment.
The shipment cannot successfully complete the customs clearance process.
The package cannot be released within a reasonable timeframe after customs inspection.
In such cases, the shipment will be categorized as a customs seizure case.
2. Issue Verification Process
When a shipping issue is reported, our team performs a structured review procedure to verify the shipment status.
2.1 Tracking Status Review
The first step is a detailed review of the shipment tracking record.
This review includes the following information:
The latest tracking updates provided by the logistics carrier
Carrier status messages or delay notifications
Comparison between current transit time and normal delivery timelines
This step helps determine whether the shipment meets the definition of a lost package.
2.2 Carrier Status Confirmation
If additional verification is required, the logistics carrier may be contacted.
Carrier confirmation may include:
Current shipment location or status information
Delay explanations provided by the logistics carrier
Official confirmation of loss or customs involvement
This verification ensures the issue classification is accurate and consistent.
3. Processing Time
Shipping issue cases follow a standard internal handling timeframe.
Most cases receive a response or solution within 24–48 hours after review begins.
Complex situations may require additional processing time depending on the circumstances.
If additional time is required, customers will be informed before the processing period is extended.
4. Customer Support Procedure
Customers who believe their shipment meets the conditions described above may contact our support team.
Providing complete information helps us review the case more efficiently.
Please include the following information when contacting support:
Order number associated with the shipment
Tracking number provided by the logistics carrier
A short description explaining the shipping issue
Accurate details allow our team to complete the verification process more quickly.
5. Important Notes
Please review the following important points regarding shipping issue evaluation.
Shipping issues are reviewed according to the definitions listed on this page.
Each case requires tracking verification and carrier status confirmation.
Processing time may vary depending on carrier response and case complexity.
These procedures help ensure consistent and transparent handling of shipping exceptions.
