At Royaltime, we want every customer to order with confidence. Our guarantee is built around safe delivery, practical support, and a clear commitment to stand behind your package until it reaches you successfully.
Customs Guarantee
We take full responsibility for arranging shipment using methods developed from long-term experience in international delivery. If your package encounters customs problems in your country and is confirmed seized, we will work with you on a suitable solution.
In that situation, we can arrange either:
- A replacement shipment of the same order, or
- A refund if you prefer not to proceed with a replacement.
No additional shipping charge will be required for an approved replacement under this guarantee.
Lost Parcel Guarantee
If the tracking for your package shows no meaningful update for more than 1 month and the parcel is reasonably treated as lost in transit, we will review the shipment and provide follow-up support.
Once confirmed, we can arrange:
- A resend of the order, or
- A refund, depending on the case and your preference.
Again, there will be no extra postage charge for an approved resend under this guarantee.
Why We Can Offer This
We have extensive experience shipping from China to international destinations and understand how to prepare, package, and declare parcels more carefully for overseas delivery. That operational experience is the reason we are able to offer this guarantee with confidence.
How To Request Help
If your shipment has a customs issue, appears seized, or has had no tracking movement for an extended period, please contact our support team with your order number and tracking number. We will review the case and advise the next step as quickly as possible.
Important Notes
- This guarantee applies to approved cases of customs seizure or parcels reasonably confirmed as lost in transit.
- Delays caused by customs review, local courier backlog, holidays, or temporary tracking gaps do not automatically mean a parcel is lost.
- We may ask you to wait a reasonable verification period before classifying a shipment as lost or seized.
- If incorrect delivery information was provided by the customer, additional review may be required before this guarantee can apply.