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a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).

c. The products need to be returned to SVIP if our Dispute Team asks for a return in Disputes.

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from SVIP warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from SVIP warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from SVIP warehouse due to the strict customs clearance at Brazil.

c. For SVIP Packet Liquid Line to all counties, SVIP will deal with your dispute for delayed orders after 100 days counting from the date that order departed from SVIP warehouse.

d. For some special shipping methods, SVIP cannot deal with your disputes. (See the following important interpretation)

2. Orders not Received.

SVIP will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

3. Products Damaged.

SVIP offers a full refund or a replacement if packages arrived are badly damaged.

SVIP offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

4. Incorrect or Missing Products.

SVIP has a strict quality control process before products are dispatched.SVIP will deal with incorrect or missing products as follows:

a. For incorrect products, SVIP offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., SVIP offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function, SVIP may refund partially or resend the missing part; for parts missing which affect product function,SVIP will resend the product only.

d. For accessories, SVIP will resend the accessories.

5. Orders Cancellation.

For orders cancellation, SVIP offers a full refund before products are processed by warehouses.

a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.

c. After payment, video and photo orders cannot be canceled as CJ has planned and prepared for you after payment.

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

SVIP takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, SVIP will notify you by SVIP Chat, Skype, Email, Line, WhatsApp etc.

3. Return.

Products can be returned to SVIP 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 SVIP China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

4. Service Products.

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, SVIP may not refund the product cost.

b. Any disputes arising from bad quality, SVIP may not accept as the supplier is not SVIP.

c. For service products without SVIP's quality checking inspection, SVIP may not accept the disputes.

5. Unacceptable Disputes.

SVIP shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.