DropSure After-Sales Policy

We understand the complexity of running an e-commerce business, so DropSure collaborates with multiple suppliers to provide a standardized refund and reshipment policy to ensure smooth operations for our users. Our dedicated support team is available to assist with all refund and reshipment requests, ensuring quick resolution of any after-sales issues.

1. Lost Orders / Failed Delivery

If your order encounters any of the following issues, we provide after-sales support within 7 days of package receipt:

✅ Failed Delivery

• If the package cannot be delivered due to incorrect address, incomplete recipient information, or unreachable recipient, it will be returned to the local processing center.
• Redelivery requests must be made within 7 days with updated and accurate recipient information (the new address must be in the same country).
• Redelivery fee: $15 per package.
• If the redelivery attempt fails again, the order will be closed, and no further after-sales support will be provided.

✅ Lost Orders

• If tracking shows the package is delivered, but the customer claims it was not received, proof (such as a refund receipt from the customer) must be provided for a reshipment or refund.
• If tracking confirms the package was lost, DropSure will arrange a free reshipment.

2. Incorrect or Missing Products

If your customer receives the wrong product or has missing items, they can apply for a refund or reshipment under the following conditions:

• Incorrect product received (wrong size, color, or model): The customer must provide product photos and a shipping label for verification.
• Missing products: The customer must provide photos of all received items inside the package.

Once verified, we will reship the missing or incorrect products for free or issue a refund accordingly.

3. Damaged or Defective Products

If your customer receives a damaged or defective product, DropSure provides after-sales support within 7 days:

• Proof of damage (clear images or videos), shipping label, and product barcode must be provided.
• Once verified, we will offer a full refund (including product cost + shipping fee) or a free reshipment.
• Minor scratches and dents are not covered under the damage policy. If additional protective packaging is needed, please contact your account manager.

4. Refund Policy for Custom Products

Since custom products involve special materials and exclusive designs, they cannot be resold. Therefore:

• All custom product orders are non-refundable once payment is made.
• If the product has major quality issues, we will provide a free replacement but will not issue refunds.

5. Force Majeure & Logistics Delays

✅ Force Majeure

DropSure is not responsible for shipping delays caused by force majeure events (e.g., natural disasters, strikes, wars).

✅ Long-Term Shipping Delays

• Orders shipped via DropSure logistics channels (DropSure Standard, DropSure Express, DropSure Economy) that exceed the estimated delivery time by 30 days are eligible for a refund or reshipment
• Orders shipped via non-DropSure logistics channels are not covered under this policy.

✅ Remote Areas & P.O. Boxes

DropSure does not guarantee successful delivery or timely arrival for shipments to remote areas or P.O. Box addresses, and after-sales support is not applicable for these orders.

6. Refund & Reshipment Process

✅ Refund Requests

• Submit a refund request to your dedicated customer service representative.
• Once DropSure confirms eligibility, the refund will be processed within 7 business days.
• Refunds will be returned to the original payment method, with actual processing time depending on banks or payment providers.

✅ Reshipment Process

• Once approved, DropSure will reship within 3 business days.
• A different shipping method may be used, depending on availability, and a new tracking number will be provided.

7. Other Special Cases

✅ 1. PayPal Refund Process

• For orders paid via PayPal, customers should first contact the DropSure customer service team to submit a refund request and provide relevant transaction details (Order ID, payment proof (PayPal transaction record or payment screenshot), and reason for the refund). DropSure will process the refund request within 7 business days, verifying the refund reason and related details.
• If the refund request is approved, the amount will be refunded via the original PayPal payment method (actual processing time depends on PayPal or the bank’s procedures).

✅ 2. PayPal Dispute & Chargeback Handling

• If a customer initiates a chargeback directly via PayPal without contacting us, DropSure will follow PayPal’s dispute resolution process to respond accordingly.

📌 If PayPal rules in favor of the customer, the following procedures apply:

1. For orders where the customer has received the goods:
2. The customer must return the goods to the designated DropSure address (specific address will be provided upon communication).
3. The customer bears the return shipping cost, and DropSure does not cover return logistics fees.
4. Once DropSure receives and inspects the returned goods, the final compensation method will be determined.
5. For orders where the customer has not received the goods:
6. If tracking information shows that the package is still in transit, the customer must first confirm the shipping status with DropSure’s support team.
7. If logistics confirms that the package is lost, DropSure can assist the customer with a logistics claim or provide a suitable resolution based on the situation.
8. If PayPal has already ruled in favor of the customer, DropSure will not assume additional responsibility.

📌 Compensation Options: Customers may choose a refund via the original payment method or account balance compensation (available for long-term cooperative customers).

✅ 3. Cases Where After-Sales Service Cannot Be Provided

• DropSure cannot provide after-sales service in the following cases:The customer refuses delivery or the order fails due to an incorrect address provided by the customer.
  • The refund or chargeback request exceeds the 7-day application period.
  • The return request is due to customer’s personal reasons (e.g., no longer wanting the product, disliking the product).
  • Logistics issues caused by force majeure (natural disasters, customs detentions, war, etc.).