Every Qianyou order ships fully tracked – and protected against loss in transit. Protection is included with every order at no extra cost: there is nothing to buy and nothing to opt in to.
Last updated: October 2, 2026
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1. What is covered
Every order automatically includes: fully tracked door-to-door delivery; compensation if the package is lost in transit; a remedy path for transit damage; and assistance when a package is misdelivered by the courier. Coverage is capped at the amount you paid for the order.
2. Lost packages
Tracking stalls or the package never arrives: report it up to 60 days after dispatch. We open the investigation with the carrier, and once a loss is confirmed you choose a full refund or a free replacement. Marked as delivered but not received: report within 7 days with whatever proof you have (courier photo mismatch, building camera, neighbor statement). We investigate with the carrier and compensate confirmed losses the same way.
3. Damage in transit
If the box or the doll shows damage on arrival, photograph the packaging and the affected area before repacking and email the photos with your order number.
4. Delivery to the wrong address
If the courier delivered to the wrong place, we arrange redelivery or correction; correction costs we have pre-approved are reimbursed by us. If the address given at checkout was wrong, we still help redirect the parcel – any carrier redirect fee is charged at cost.
5. How to claim
Email [email protected] with your order number, tracking number and photos or other proof. We reply within 24 hours, and once your documentation is complete the refund or redelivery is issued within 2 business days. Claims are accepted up to 90 days from the order date.
6. What is not covered
Something wrong with a delivery?
Email [email protected] with your order number – a real person replies within 24 hours.
Related: Price Guarantee · Returns & Refunds · After-Sales Compensation
