International Logistics Comprehensive Service Agreement
Quanlian cooperates with reliable logistics partners worldwide.
We guarantee that your package will be delivered safely and on time.
If any issues arise with the items you purchased during transportation, such as damage, loss, or delay, please rest assured that we will do our best to provide you with the best solution to resolve the problem.
Late Delivery Compensation: USA $5.00 Voucher
If your order is not delivered by the estimated latest delivery date or before, as compensation, we will issue a USA $5.00 voucher (Standard Logistics) or USA $26.00 voucher (Express Logistics) within 48 hours after that date.
This voucher will be credited to your Quanlian voucher balance and can be used for your next order.
Under specific circumstances, including but not limited to natural disasters and other unforeseen situations, you may not receive compensation for delayed delivery.
《Late Delivery Compensation Policy》
What is Late Delivery Compensation?
If your order is not delivered by the estimated latest delivery date or before, we will provide compensation within 48 hours after that date.
The compensation will be issued in:
-
the currency of your order
-
based on the exchange rate at the time of ordering
You can check the compensation amount in your order details.
The estimated latest “Delivery Date” refers to the latest date shown in the delivery date range.
If your order has multiple packages, all packages (excluding replacements) must be delivered on or before the estimated date; otherwise a voucher will be issued.
Under what circumstances will I not receive Late Delivery Compensation?
-
Delivery delays caused by natural disasters, severe weather, strikes, pandemic restrictions, or incorrect/incomplete address information.
-
All packages (except replacements) are delivered before the estimated latest delivery date or delivered to a self-pickup location.
-
Courier attempted delivery on or before the latest delivery date but could not reach you.
-
Package fails to be dispatched or delivered due to unpaid taxes or fees.
-
All original packages are received but you are still waiting for a reshipment.
-
Order not linked to a Quanlian account, or voucher balance suspension.
-
Account associated with the order is deactivated or suspended.
-
Package shows “Awaiting Recipient Pickup” or equivalent status.
-
Changes in customs, laws, regulations, or other policies.
-
Each order receives only one compensation; repeated compensation is not allowed.
-
Delivery time was modified by the user.
-
Marketing activity orders may not qualify.
-
Order has already received a full refund.
-
Other situations not caused by logistics provider, seller, or Quanlian (e.g., refusal, relocation).
-
Delivery failure caused by reasons beyond courier’s or Quanlian’s control.
Quanlian reserves the final right of interpretation and modification.
Damaged Items Eligible for Return
If you find missing or damaged items after receiving your package, you can apply for a full refund for those items.
No Tracking Update for 18 Days Eligible for Refund
If there is no tracking update for more than 18 days and the package has not been delivered, you may apply for a free replacement or refund.
If later you receive the package, you may keep it for free in certain cases.
Force majeure events may affect eligibility.
《Quanlian | No Tracking Update Compensation Policy》
What is the No Tracking Update Compensation Policy?
If your package has no logistics updates for an extended period, you can apply for a free replacement or refund.
Some applications require seller review.
What if I receive the original package after refund or replacement?
Based on order amount:
-
Less than USD 100 — You may keep the package for free.
-
USD 100 or more — Contact customer service within 3 business days.
When will I NOT receive compensation for no tracking updates?
-
Weather/natural disasters
-
Courier operational issues
-
Incorrect or incomplete address
-
Not at home / refusal of package
-
“Awaiting Recipient Pickup” status
-
Delivery time modified by user
-
Order already refunded
-
Package already reshipped
-
Package already delivered
-
Fraud or policy abuse
-
Regulatory changes
-
Force majeure
-
Delayed tax payment
-
Cash-on-delivery orders (user may cancel manually)
Quanlian reserves the final right of interpretation and modification.
Non-Delivery within 30 Days Eligible for Refund
If your package is not delivered within 30 days after shipment
(+5 days for truck transport or packages over 80 kg), you may apply for a free refund or replacement.
If later the package arrives, you may keep it for free in certain cases.
《Quanlian | Non-Delivery Compensation Policy》
What is the Non-Delivery Compensation Policy?
If a package is not delivered within a certain timeframe after shipment, you may apply for a reshipment or refund.
Some cases require seller review.
What if I receive the original package after refund or replacement?
Same handling as above:
-
Order < USD 100 → keep for free
-
Order ≥ USD 100 → contact support within 3 business days
When does non-delivery NOT qualify for compensation?
-
Weather/natural disasters
-
Courier operational issues
-
Incorrect / incomplete address
-
Not at home / refusal
-
“Awaiting Recipient Pickup”
-
User changed delivery time
-
Order fully refunded
-
Reshipment already issued
-
Delivered within guarantee period
-
Fraud or abuse
-
Customs / regulatory changes
-
Force majeure
-
Delayed tax payment
-
Cash-on-delivery orders (user may cancel manually)
Quanlian reserves all rights of interpretation and modification.
