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    Best Service

    General/Pre-Sales Inquiries

    enquiry@theonemall.com

    > Delivery FAQ & Tracking
    Tracking website

    www.theonemall.com/index.php?main_page=check_express


    When will I get the parcel after the sent date?

    Please note International delivery will takes around 3-8 working days. 

    P/S: 5-8 working days is not include Saturday, Sunday and public holiday 

    * Please note this is normal air freight. Please be patient for the delivery.

    Sea-small parcel and sea transport takes more longer delivery, around 14-30 days. 


    Why should I do if I can't track my parcel?

    If you come across this problem, please verify the following:

    ●   Did you enter the right tracking number?

    ●   Did you choose the right tracking website?

    If you answered yes, then contact our customer service to check for you.


    Why i can't find information about my parcel?

    1. Most of the time, it's because the information has not been updated by the shipping company.

    a)   Sometimes tracking information will not be updated in time. They need at least 3 days for tracking to be posted. Please be patient.

    b)   If the parcel was sent during public holidays, the information may be available after the holiday.

    c)   If the parcel status still pending in some status, please try track in handling company website

    d)   Sensitive parcel will take longer time during custom process . 


    Why my parcel status did not change?

    When your package leaves China, it will be put in queue to be delivered to Malaysia. During this transit, the status will not change, so it is common to see your package stuck in the status "Dispatch ..." , "In transit...", "Estimated..." , "custom processing", "Held in Custom". This transit is the longest process, and usually takes 7-10 working days (or up to 15 working days during Busy Season)


    When is the busy season?

    Busy season is November to February every year. This is because of Christmas and Chinese New Year.

    What should I do if I did not get the parcel after a long time?

    If you still do not get your parcel 10 days after the shipping date, please contact us for help tracking your parcel. Buy2taobao will request China shipping agency to investigate further with courier company. Please email us the following information:

    * Order number  & Tracking number. 

    The above information should be identical to the one on the waybill.


    It might take a long time to get the detailed tracking list. Generally speaking, initial checking will take 15-20 working days. Sometimes the tracking might fail, and the China shipping agency will have to send the request again.


    If there is no confirmation from China shipping agency before deadline, we will treat the parcel as lost and you will get compensation according to our compensation and insurance Policy.

     
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