Inspect the parcel before signing where possible. If there is damage or a shortage, keep the packaging, record the evidence and contact support immediately. General after-sales feedback has a 72-hour limit, with a separate two-working-day evidence requirement for the specified damage case.
Tracking & Address Details
After dispatch, track the international parcel in My LoloBuy → Parcels. Keep that reference separate from the seller’s domestic tracking number, which follows the earlier delivery to the Chinese warehouse. Use the parcel number, route and latest event when asking about an overseas shipment.
Confirm the recipient name, address, postal code and contact details before submission. During transit, monitor carrier and agent requests. Failed contact or an incomplete delivery process can require recipient action before a parcel is returned.
Tracking Stages & Missing Updates
Read a tracking event as a stage in the journey, not a complete explanation of the shipment. Warehouse dispatch, carrier acceptance, export processing, arrival, clearance and local delivery are distinct events. Compare the latest update with the selected service before deciding which organisation needs an enquiry.
A gap between scans does not on its own establish loss, and a departure scan does not confirm destination clearance. Check the official tracking record available for the route and any instructions in the parcel account. If an update is unclear, ask about that specific event rather than interpreting an old haul’s timeline as a deadline.
Keep a simple history of meaningful updates and correspondence. Note the time, tracking reference and requested action when support or a carrier responds. This is more useful for an investigation than repeatedly collecting screenshots of the same unchanged scan.
Customs Requests & Recipient Action
The receiving and customs guidance explains that a recipient may be asked for an invoice or clearance information. Keep the purchase records, product description, quantities and parcel reference accessible. Respond to an actual request using the channel identified by the carrier or customs.
If information or a payment is requested, establish the shipment it concerns and what is needed before replying. A shipping deposit is not evidence that every destination charge has been settled. Ask the carrier or agent to clarify an unclear request rather than assuming it can be ignored.
An unreachable recipient, incomplete address or failure to complete the clearance process can lead to return or disposal costs. Check contact details before dispatch and monitor relevant messages while the parcel travels. There is no universal clearance time that can be promised for every destination and set of goods.
Delivery Inspection
Where possible, examine the carton, seals and visible condition before signing. If damage is obvious, ask to inspect the parcel with the delivery person and record the condition with the carrier, or refuse delivery as appropriate.
If someone else receives the parcel, ask them to retain packaging when anything appears wrong. The carton, label and seals connect the concern to a shipment; discarding them can remove evidence needed for an enquiry.
Delivery Evidence & Unpacking Records
For damage or a shortage, photograph the exterior label, seals, affected areas and contents as found. Retain the carton, internal packaging, invoice and parcel information. Compare what arrived with the warehouse and parcel records, including goods left behind or sent separately.
An uninterrupted unpacking video can be a useful personal record, but the published receiving instructions do not make it a universal requirement or a guarantee of compensation. Supply the evidence requested for the actual case and distinguish an observed shortage from an item assigned to another parcel.
Reporting Deadlines
The receiving guidance requires feedback to customer service within 72 hours after signing when there is a parcel problem. For the specified damage case where the parcel was not inspected with the delivery person, it separately requires original packaging, invoice, photographs and related evidence within two working days of delivery.
These are separate requirements. Report immediately and submit the damage evidence within the applicable deadlines. Two working days must not be rewritten as a fixed 48 hours, because weekends and the relevant working calendar can affect the interval.
Include the delivery date, time, parcel number and observed problem. Ask which further documents are required and keep the conversation attached to the correct parcel. A message does not necessarily complete the evidence requirements, and submitting evidence does not itself approve compensation.
Returned Parcels
A parcel returned for failing domestic security checks is handled differently from a parcel returned after leaving China. The receiving guidance provides for free resending in the domestic-security case after contact and confirmation.
For returns after international dispatch, reasons such as failed international security checks, an unknown address or unsuccessful receipt can leave the recipient responsible for redelivery costs. Ask for the recorded reason before arranging the next shipment.
Ask whether the return is confirmed, where the parcel is being held and which goods or route caused the issue. A tracking event suggesting return is not the same as goods being received back into warehouse stock. Wait for the confirmed record before making a new shipping plan.
Failed Delivery & Redelivery Decisions
For a delivery problem, identify whether the parcel is awaiting collection, awaiting corrected information, returning or already returned. Follow the instructions for that actual status. A failed attempt can require a different response from a parcel that has completed its return journey.
Ask about any recipient action, carrier deadline or additional charge shown for the case. Do not assume that an agent can redirect a parcel already in a destination network. Keep the local carrier reference if one is provided alongside the original international number.
If the parcel returns to the warehouse, confirm receipt and inspect the recorded reason before selecting another route. Check whether the contents, packaging or recipient details need to change. Paying for another shipment without resolving the first failure can leave the same problem in place.
Claim Review
Submitting a claim is a request for assessment. Compensation depends on the service, the cause and its exclusions. Do not assume that reinforcement or insurance covers every type of damage or delay.
Keep the parcel record open while the issue is investigated and supply the requested evidence. Once the shipment is received in good condition, confirm delivery through the parcel page.
Describe the loss being claimed and keep any carrier acknowledgement. A delayed scan, a damaged outer box and a missing product need different evidence. The fact that a parcel had reinforcement or an insurance option does not replace the conditions and exclusions of that specific service.