FREQUENTLY ASKED QUESTIONS
Logistics Faqs
Tracking updates maybe delayed when the parcel is:
1. In long distance international shipping, it usually takes 30%-70% of the estimated shipping time. The shipper would not provide tracking updates in this status. Please wait for the update from logistics.
2. Going through local customs clearance procedures
3. At the post office sorting center
4. Held up by uncontrollable factors including, labor strikes, bad weather, politic issues, etc.
5. Due to the epidemic, the logistics timeliness may fluctuate for 5-7 days. The package will be delivered to you as soon as possible. Please wait patiently.
PS: If you have other questions, you can contact the customer service to solve them, and the customer service will check the transportation progress of the package for you.
Note :
Dear customer, due to the unpredictable effects of COVID-19 on logistics and transportation, we are extending the guaranteed shipping time of orders placed after 2020.2.20 by 15-30 additional days. The extension will vary based on the order's destination, shipping method, and any lockdown/logistics restriction. Sorry for the inconvenient caused to you and thank you for your understanding.
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
Our shipping center processes orders Monday-Sunday. There are different delivery speed options available during checkout, typically Standard, Expedited, and Priority.
ThisFind Standard Shipping: Your order will deliver to you in 15-35 business days from the date it was shipped.
Expedited Shipping Service: Your order will deliver to you in 7-20 business days from the date it was shipped.
Note:
1. You will receive an e-mail stating that your order has shipped.
2. Non-business days are Saturday, Sunday and local holidays in destination country/region.
3. You can refer to the related information here for more details.
There are several reasons that can cause you haven't received the parcel. Please try checking the tracking information to see if there are any exceptional messages.
If you haven't receive your order, please check your order status first. About how to check your order status, please click here.
There are some reasons it might be:
A. Your order is still in processing status and have not ship it out yet. Please take notes that every item is with a processing time in product introduce page. Your order might be in the queue of packing or inspection before ship out.
B. Your order is in transit, and it is within the estimated delivery time, please wait for the delivery. In most of cases, orders will arrive within the estimated time. If your order has not arrived and it is taking longer than the estimated delivery time, please contact us.
C. Your order may have been returned for the following reasons:
· The courier attempted to deliver to you but could not find you to sign for the delivery.
· The shipping address is incorrect or incomplete.
· The package was rejected during customs clearance.
With above returned status, please contact us to follow up your order.
You could change your shipping address before we hand over it to courier partner. Here are some advices on it:
1. If you have not paid for your order or paid by PayPal, and the order is not shipped:
You can cancel it in your account and place a new one with the correct shipping address.
2. If you have already paid for your order and it's not by PayPal:
If you need to change the address, please contact us as soon as possible and provide your driver's license or ID card information for customer information security, we will hep you to change.
Note:
1. Please note that for orders which is "shipped", it's a pity to tell you that changing the shipping address is not available anymore.
2. To ensure your package can be delivered successfully, please make sure to enter a correct and complete shipping address when ordering.
Reasons & suggestion
A. The shipping methods you selected is flat shipping ,which has no tracking number, so the logistics information can not be tracked. The delivery time of flat shipping is 15-35 business days after being sent out. If it is still within estimated delivery time ,
please wait for a few more days.
B. Your order has just shipped out and shipping information will be updated in the coming days , we recommend you can track logistics information in next 3-7 days .
C. If it still shows that the logistics information is Not Found , please contact our after-sale customer service team and provide them with order number & the problem.
1. If you find that the tracking result information indicates that your parcel is under "Alert" or "Undelivered" status, it means your item might undergo unusual shipping conditions.
This may be due to several reasons: refusal by the recipient, absence of the recipient, expiry of collection deadline, customs issues/or item loss, damage, etc.
2. Advice :
① You can check the shipping address of the corresponding order in your Account -> View orders -> My order firstly, please click here to check.
② Secondly, please contact us and provide our after-sale customer service team with the order number, sku number and the problem.
Order request
You can check the order status in your account by going to "View orders" ->"My orders".
Step 1: Log in to your ThisFind account.
Step 2: Click "My Order", and you will see your orders and the latest status.
Step 3: If the order has "Shipped", you can track it by clicking "Order details".
If you have question about the order status, please contact us.
Note :
Dear customer, due to the unpredictable effects of COVID-19 on logistics and transportation, we are extending the guaranteed shipping time of orders placed after 2020.2.20 by 15-30 additional days. The extension will vary based on the order's destination, shipping method, and any lockdown/logistics restriction. Sorry for the inconvenient caused to you and thank you for your understanding.
Once we receive your payment, your order will go through several steps before being "shipped".
Please refer to the different order statuses explanation below:
1. Payment Pending:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.
2. Payment to be confirmed:
Due to transaction delay or other reasons, at this time we haven't received your payment yet. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
If we haven't received your payment within 20 days from the date you placed your order, the order will be cancelled automatically.
3. Payment Confirmed:
You have just paid for your order, we will process your order as soon as possible, Please be patient.
4. Processing:
An order status of "Processing" means your order has been entered into our system and has been sent to the warehouse to prepare shipment.
The order status will remain as "Processing" until shipment information been updated from the warehouse.
If your order status is still showing "Processing" after 48 hours, it does not necessarily mean that something wrong with your order. It simply means your order is still in queue and waiting for dispatch.
- After you place the order: if any changes on stock you will receive a notification E-mail from us with a action required. Please check your email timely.
5. Shipped
Your order has been shipped and now is on its way. Please check your order information in account, and you may track the item online (if it's a tracked order).
6. Confirm delivery
You have confirmed receipt of order merchandise on the website.
If the goods have not actually been received, please check the order logistics details or contact our customer service.
7. Refunded
Your order status was refunded. We have arranged refunded for you. If you still have other questions, please do not hesitate to contact us.
Please note we can only change to another color/size with the same price.
Please contact us if the order is in an early stage of processing.
We cannot change items after the order shipped.
You can cancel an order by contacting us at sales@thisfind.com by emailing.
If the order has been paid, customers can click "Refund" to cancel orders and get a full refund within 24h before the parcel has been shipped out.
Here are the most common reasons canceling orders：
1. Your PayPal account name and address did not match your order's shipping address, and there was no response when we contacted you.
2. You placed an order but did not complete payment within 3 days.
If you rejected the order, the goods will be returned to the sender (ThisFind). When the tracking information shows the parcel is returning, you can contact us to check. And after we confirming the return of the parcel, we will refund for you.
Note:
1. If your order is a special order such as COD, you refuse to accept the package or refuse to pay customs duties, sender(ThisFind) will not refund.
2. ThisFind will deduct all charges related to the delivery of the order to the country of destination and its return from the refund amount with conditions applied.
1. Log in your PayPal account or use Credit Card Express.
. Enter your Card Details; the order will be shipped to your PayPal address, please check it is correct, then click Submit.
3. Your Payment will be processed, and a receipt will be emailed to you.
NOTE:
Your order will be shipped to your delivery address. Ensure you have selected or entered the correct delivery address.
Here are serval common reasons and tips for you:
1. There is security risk when you make a payment.
-Tip: Please check the "Why Should I Verify My Identity When Paying with Credit Card?"
2. Your payment was rejected by the bank.
-Tip: Please contact the bank to know the specific reasons and ask for help.
3. The billing address does not match the order address.
-Tip: Please check and make sure your billing address matches the address on the payment order.
4. Incorrect payment information entered.
-Tip: Please check and make sure that you have entered the correct payment information.
5. Network timeout issues or the web browser you use is not secure enough to make payments or manage payment methods.
-Tips:
① Please try checking out with another browser.
② You can also try logging out, clearing your cache and cookies, then logging in again and trying to checkout.
③ Besides, you can try checking out on a different device. If you are visiting the Newchic with computer or Newchic PC site, try checking out on the mobile website or app and vice versa.
6. If you encounter problems with credit card payment, and you have checked the card details are correct, these are other possible reasons:
- You did not honor your credit card issuing bank;
- The funds in your card are not sufficient to complete your purchase;
- You are buying restricted items, like e-cigarettes or adult toys;
- The card has expired or the new card has not been activated yet;
- System section time-out;
- Your card has been stolen or is lost;
7. If you encounter problems with PayPal payment, please check the "Why was my PayPal payment declined?"
If the above methods cannot solve your problem, please contact customer service.
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