Return & Replacement Policy

Updated: 29th October 2023

At ChinaDrop, we want to make your experience as smooth as possible. Please carefully review the following guidelines regarding returns, delays, lost parcels, and claims.

We generally do not recommend returning goods to us in China, as it is often not cost-effective. However, if you choose to return an item, please declare a low value on the package. Otherwise, duties and taxes may be applied, which will be added to your invoice.

Return Address:
3-3-205, Huake Xixihui
Wuchang Street, Yuhang District
Hangzhou City, Zhejiang Province, 31000

Please note that coverage for delays due to extraordinary circumstances will not apply. This includes, but is not limited to: epidemics/pandemics, national or international political issues, strikes, riots, wars, or natural disasters such as heavy snow.

Delayed or Lost Orders

Claims can be filed for the countries listed below if the parcel is not delivered after 30 days.
For all other countries, 60 days of transit must pass before submitting a claim.

30-Day Claim Countries:
United States
United Kingdom
France
Germany
Italy
Spain
Netherlands 
Belgium
Luxembourg
Ireland
Bulgaria
Croatia
Czech Republic
Estonia
Finland
Hungary
Latvia
Lithuania
Poland
Portugal
Romania 
Slovakia 
Slovenia
Sweden
Austria
Denmark
Australia
Switzerland
Norway
Mexico
Singapore
Malaysia
Thailand 
Vietnam
Philippines 
Israel
Turkey
South Korea
Japan

Delivered Orders

If tracking confirms that an order was delivered to the correct address, we cannot provide coverage. However, you may use the following template to address complaints with your customers. This is a suggested format and should be adjusted as you see fit.

Customer Communication Template:

Dear *Customer Name*

We are sorry to hear you have not received your package and have looked into your case.

National Postal/Courier Service confirms your package was delivered at Time, Date, Address.

We would greatly appreciate it if you could carry out the following steps.

  1. You can check the tracking on National Postal/Courier website here: Prefilled National Postal/Courier service tracking URL e.g. https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=LSxxxxxxxxxCN
  2. Please check with other members of your household to see if anyone may have put your package aside. This happens a lot! We have customers who have confirmed this more often than not.
  3. If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
  4. Please call your local post office with the tracking number Tracking Number and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.

In the meantime, we will file a loss/theft report with the Shipping company Inspector as this is a very serious issue. They can be very helpful in finding missing packages within the postal system due to theft, fraud and/or misdelivery.

In some instances, the postman that was responsible for delivering your order will be interviewed by their postal manager.

If you happen to find the parcel after following the above steps, please let us know immediately so that we may withdraw the case and prevent any potentially fraudulent investigation which could negatively impact your postal address and/or the delivery postman.

Some postal services will keep a record of failed deliveries to a postal address and if there is an excessive amount in a specific time frame, an address can and may be marked as “high risk” which will affect future deliveries made to the respective address.

 Very much looking forward to hearing from you.

 All the best

 *Company Name*

 Job Title – Fraud investigation specialist *Employee Name*

Damaged Orders

Damage must be reported within 7 days of receipt. Claims submitted after this period cannot be accepted.

Only transit-related damages are covered. Damage caused by misuse, careless unpacking (e.g., cutting with sharp tools), or intentional tampering will not be accepted.

Claims without clear proof linking them to the original order (e.g., missing name, address, or email match) will be rejected.

Quality Issues

Products are inspected before shipping, but minor imperfections may occasionally occur.

For small issues such as light scratches, a loose thread, or slight color variation, full refunds or replacements cannot be provided. Instead, we may offer partial credit as a goodwill gesture.

For significant defects, please submit a claim as per the refund process.

Missing Products or Parts

If an order arrives incomplete or missing components, only the affected item or part will be replaced. Full order refunds or replacements will not be provided.