1. Lost Orders & Failed Deliveries
If a package cannot be delivered due to reasons such as an incorrect address, incomplete recipient information, or an unreachable recipient, it will be returned to the local logistics processing center.
To request redelivery, you must submit an application within 7 days of being notified of the failed delivery, along with updated and accurate recipient details (the new address must be in the same country as the original).
A redelivery fee of $15 per package will apply.
If the second delivery attempt also fails, the order will be closed, and no further after-sales support will be provided for that order.
If logistics tracking shows the package has been delivered, but your customer claims they did not receive it, you must provide supporting evidence (e.g., a refund confirmation from your customer, or a written statement from the customer) to apply for a reshipment or refund.
If logistics tracking confirms the package is lost (e.g., marked as “lost” by the carrier), SAMtrinity will arrange a free reshipment for the affected order.
Incorrect Products: If your customer receives the wrong product (e.g., wrong size, color, or model), you must provide clear photos of the received product and the original shipping label for verification.
Missing Products: If items are missing from the package, you must provide photos of all received items (laid out clearly inside the original package) to confirm the shortage.
Once we verify the issue, we will either reship the correct/missing products for free or issue a corresponding refund—whichever you prefer.
SAMtrinity provides after-sales support for damaged or defective products within 15 days of your customer receiving the package.
To apply for support, you must submit:
Clear images or videos showing the damage/defect (focusing on the faulty part and product details).
A photo of the original shipping label.
A photo of the product barcode (if applicable).
After verification, we will offer either a full refund (covering both product cost and original shipping fee) or a free reshipment.
Note: Minor scratches, dents, or cosmetic blemishes that do not affect product functionality are not covered under this damage policy. If you require additional protective packaging for fragile products, please contact your dedicated account manager in advance.
Custom products (e.g., personalized packaging, branded items with exclusive designs) involve unique materials and tailored production, making them non-resalable.
Once payment for a custom product order is confirmed, no refunds will be issued.
If a custom product has major quality issues (e.g., production errors that deviate from the agreed design), we will provide a free replacement, but refunds will still not be available.
SAMtrinity is not liable for shipping delays or failures caused by force majeure events, including but not limited to natural disasters (earthquakes, floods), strikes, wars, or government-mandated logistics disruptions.
For orders shipped via SAMtrinity’ designated logistics channels (e.g., SAMtrinity Standard, SAMtrinity Express, SAMtrinity Economy), if delivery exceeds the estimated time by 30 days, you are eligible to apply for a refund or reshipment.
Orders shipped via non-SAMtrinity logistics channels (e.g., self-arranged carriers) are not covered under this delay policy.
SAMtrinity cannot guarantee successful delivery or on-time arrival for shipments to remote areas (e.g., rural regions with limited logistics coverage) or P.O. Box addresses. After-sales support (refunds/reshipments) will not apply to orders shipped to these locations.
Submit a refund request to your dedicated SAMtrinity customer service representative, along with all required supporting documents (e.g., photos, tracking records).
After we confirm your request is eligible, the refund will be processed within 7 business days.
Refunds will be returned to your original payment method (e.g., bank account, PayPal). The actual time for the refund to appear in your account depends on the processing speed of your bank or payment provider.
Once your reshipment request is approved, we will arrange for the product to be reshipped within 3 business days.
Depending on logistics availability, we may use a different shipping method than the original. A new tracking number will be provided to you once the order is shipped.
For orders paid via PayPal:
First, contact the SAMtrinity customer service team to submit a refund request, and provide relevant transaction details: Order ID, proof of payment (PayPal transaction record or payment screenshot), and the reason for the refund.
SAMtrinity will review the refund reason and supporting details, and process the request within 7 business days.
If approved, the refund amount will be returned via your original PayPal payment method. The actual processing time depends on PayPal’s internal procedures or your bank’s timeline.
If your customer initiates a chargeback directly via PayPal without first contacting SAMtrinity, we will follow PayPal’s dispute resolution process to respond appropriately.
If PayPal rules in favor of the customer:
For orders where the customer has received the goods: The customer must return the goods to a designated SAMtrinity address (we will provide the specific address during communication). The customer bears all return shipping costs—SAMtrinity does not cover return logistics fees. Once we receive and inspect the returned goods, we will determine the final compensation method.
For orders where the customer has not received the goods: If tracking shows the package is still in transit, the customer must first confirm the shipping status with our support team. If logistics confirms the package is lost, we can assist with a logistics claim or provide a suitable resolution based on the situation.
If PayPal has already ruled in favor of the customer, SAMtrinity will not assume additional responsibility beyond the ruling.
Compensation Options: You may choose to receive the refund via your original payment method, or as account balance credit (available for long-term cooperative customers).
SAMtrinity will not offer after-sales support (refunds/reshipments) in the following scenarios:
The customer refuses to accept delivery, or the order fails due to an incorrect address provided by you or your customer.
The refund or chargeback request is submitted after the 7-day application period (from the date of delivery or issue discovery).
The return request is due to the customer’s personal preferences (e.g., no longer wanting the product, disliking the design, or changing their mind).
Logistics issues caused by force majeure (e.g., natural disasters, customs detention, war) or factors beyond SAMtrinity’s control.
