Please read through the following policies.
our distributor offers a dispute solution within 72 hours and the process can be accelerated if you provide the following information:
- Photos or videos of the flawed item to prove damage.
- If photos cannot prove the deficiency of the products, please upload videos.
- Screenshot of the received e-mail or dispute including name, date, and content.
- Screenshot of the received customer complaint
- The products need to be returned to our distributor if our Dispute Team asks in the “Disputes” section.
Our distributor will offer a refund, resend, or accept the return for any of the following cases:
1. Orders Not Received
our distributor will not deal with the refund or resend if the tracking information shows the order is delivered.
- Incorrect/insufficient Address.
- No Such Number.
- Recipient unknown.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
2. If the logistics company provides return service to China,
our distributor will put the products to your private inventory and will not refund them until the item is returned items.
1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your clients need to pick up the package by himself/herself. Otherwise, the product will be returned to the sender, our logistics company. During the return, our distributor takes no responsibility if products have been lost.
2. Products Damaged
our distributor offers a full refund or a replacement if packages are badly damaged when they arrived .
our distributor offers a partial refund or a replacement if packages are partially damaged when they arrived (except thread, slightly wrinkled, small scratches etc.).
For damaged products, please send us the pictures of tracking Label, damaged package and damaged products within 7 business days when the packages are delivered. If any of the pictures is missing, we will not accept the refund request.
3. Incorrect or Missing Products
Our distributor has a strict quality control process before products are dispatched. Our distributor will deal with incorrect or missing products as follows:
- For incorrect products, our distributor offers a full refund or replacement.
- For products with the wrong color, size which affects product function, our distributor offers a refund or resend if you provide a screenshot of your client’s complaint including name, content, and date.
- For parts missing which doesn’t affect product function, our distributor may refund partially or resend the missing part; for parts missing that affect product function, our distributor resend the product only.
- For accessories, our distributor will resend the accessories.
For the size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
4. Orders Cancellation
For order cancellation, our distributor offers a full refund before orders are confirmed and start processing. But things may be different for following orders:
- After payment, POD orders cannot be canceled as it is customized.
- After payment, private inventory orders cannot be canceled as it is special products and only available for you.
- After payment, customized service orders cannot be canceled as Sup Dropshipping has planned and prepared for you after payment.
Once an order is confirmed and start processing, you will be charged $2.99 as shipping fee compensation if you cancel this order. Once an order is fulfilled, no refund will be accepted for order cancellation.
5. Orders Delayed
Order delayed refers to orders that are lacking tracking information and orders in transit, pending, expired for certain days counting from the date that order departed from our distributor warehouse. However, the following countries and shipping methods may be different:
- For orders shipped by sea, it will be counted 100 days after departing from Sup Dropshipping warehouse.
Our distributor will NOT offer a refund, resend, or accept the return for any of the following cases:
1. Deadline of Orders
You cannot open a dispute if the order status is closed, the order close date usually is around 45 days.
Your dispute cannot be resolved when your order is closed and tracking information from a third party is untraceable.
2. Limit of Returns
Please return products within 10 days after receiving products.
The returned products will be in your storage.
Products can be returned to Sup Dropshipping China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Sup Dropshipping China Warehouse. Most of them will be lost or damaged on the way.
Sup Dropshipping will NOT take any responsibility for the damage or loss of the product that happened on its way to returning.
3. Unacceptable Disputes
Sup Dropshipping shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. Products smell unusual.
c. The buyer ordered the wrong items or SKU.
d. The shipping address was incorrect.
e. Tracking information deleted by logistics companies or local post offices.
f. Orders marked as delivered, while consumer claims not receiving. Sup may provide contact of local delivery for consumer complaint.
4. Service Products
Generally, Service products may not be accepted for return.
For service products without Sup Dropshipping’s quality checking inspection, Sup Dropshipping may not accept the disputes.
5. Force Majeure
Sup Dropshipping takes no responsibility for any product damage or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
However, Sup Dropshipping will notify you by SUP Chat, Skype, Email, Line, WhatsApp, etc.
Sup Dropshipping may have to modify your shipping fee under the following cases:
1. Remote Area
Some addresses may not be reached by your chosen shipping supplier, and our distributor will have to adjust to another valid method. If this will lead to modification of shipping fee, compensation shall be charged accordingly. If there is no shipping supplier applicable, we may have to cancel your order. Our customer service assistant will contact you under such circumstances, please pay attention.
2. Other Sources
Products imported from sources other than
our distributor may have weight deviation, which will not be delivered until our customer service verifies. If there is any freight difference, our agents will contact you to correct it. Our customer service assistant will contact you under such circumstances, please pay attention.
3. Large Quantity of Low Density Products
Products of low density, like pillows, fluffy toys can be charged higher shipping fee by international couriers, especially when purchased in large quantities. If this happens, our customer service assistant will contact you under such circumstances, please pay attention.