Q&A

1. When can I find the return record in the system?

Returned parcels are uploaded onto the Return Helper portal within 1-2 business days. In rare situations, it might take longer, especially in September - January. If a returned parcel has been delivered for more than 3 business days without the record, please contact our customer service team 

2. What are the ways to process returns?

There are 3 common ways to handle returned packages:

Resend - This returned package you can resend to the new buyer
Recall to Hong Kong/China/Taiwan/Singapore/other countries – Packages will be returned to you in bulk
Dispose - Dispose the returned package

If you would like your returned package to be handled in another way, please contact our customer service team 

3. The tracking number has shown "delivered" for more than 2 working days, but I still don't see any record of my returned package. What should I do?

1.Maybe the customer did not write the client code, please find the package on the "claim my return" page in the system

2.The logistics company may send the returned package to the wrong address. Please contact us and we will work with the logistics company to search for the package.

​4. The tracking number has been stuck for several days, what should I do?

Sometimes return shipping may take longer than usual, if it takes longer than 21 days please contact our Customer Service Team and we will open a claim for you.

5. My returned package may have been lost, can I file a claim?

In rare cases, packages may be lost.

Insurance is subject to the carrier's terms and conditions, if the return is insured we will make a claim for you.

6.Resend（Outbound shipments） tracking no update

Standard processing time is 1 business day. In rare situations, it might take longer, especially in September - January.  If it is not shipped out for more than 2 days, please contact our customer service team 

7.How long will it take for my VAS to be updated?

Single items VAS could take up to 1 week. 

multiple items VAS could take up to 3 weeks.

 

8. Is there insurance in the warehouse?

Safety is always our priority, but if a returned item is missing, we will reimburse up to $20 per item. You can add additional insurance above 1.5% for more compensation.

9. For all return labels, if the zip code address sent by the buyer does not match the actual address or the weight is greater than the size and weight entered when the return label was created, RH will charge the additional fees after 3-4 weeks.