how long for non-delivery of airmail?

lisyloo

A few quick questions.
I'm awaiting an airmail package from a retailer that's sending it from Hong Kong/China, ordered in Novemeber. I paid via paypal on their website.
There are clearly delays in this country due to snow.
The retailer is answering emails and has given me a tracking number than I can keep checking on-line.
A few questions for my education.

1) Is there a legal definition of how long I have to wait before this is considered as "non-delivery", given it's coming by airmail. I appreciate there is snow and the package has been tracked but on the other hand it's not reasonable to wait indefinitely.
2) If the retailer doesn't play ball do I pursue via paypal or via a chargeback on my mastercard?
3) Would I be entitled to a refund? or can the retailer resend. It's a christmas present so I don't particularly want to wait another month for a replacement.

So far the retailer has been very quick at answering emails, but it's always good to know where you stand.

bengal-stripe

lisyloo wrote: »

......and has given me a tracking number than I can keep checking on-line.

What does the tracking number say?...Has the packet arrived in the country?
It might be held in customs clearance. (I presume they are very busy before Christmas.)

lisyloo

Status: "arrival at transit office of exchange"
Location: SHENZHEN (that's China)
Date: 2010-11-28

ElkyElky

If memory serves me right, there is a time limit on claims with Paypal so you may not be able to claim a refund for non-delivery after a certain amount of days. Keep pestering the seller, the majority of Hong Kong sellers are actually quite good in fulfilling their side of the contract although delivery really does take a long time (I waited over two months for something, I don't know if they are just generally lazy or that's how long it takes for the parcel to fly over here).

jen245

Royal Snail have mountains of packages that are undelivered at the moment, its probably one of those. I have ordered items from China, and the longest Ive had to wait is 4 weeks, and thats because customs held onto it for over a week. I think the limit with Paypal is 45 days from when you purchase it, so perhaps give it another week?

lisyloo

Thanks.
It's around 4 weeks now.
It looks like I will have to act before the 45 day paypal limit.
My experience with paypal (via ebay) has been very good as I've had one of two claims over the years.

I would be less frustrated if the parcel was showing up in the UK as I understand the reasons mentioned. It's bothering me more because it's appears to have spent a month in China.

jen245

Its probably been sent by a method that only confirms delivery, a bit like Royal Mail's International Signed For, you get a tracking number, but it only confirms that its left the country, and that its been delivered. Hope you get it sorted

lisyloo

There are 3 entries on the tracking system

"posting"
"departure from outward office of exchange"
"arrival at transit office of exchange"

So it does appear to be a tracking system, but I hope you are right and that's it's in this country.
There is still a couple of days for it to get here before Xmas.

lisyloo

Does anyone know what this might mean??

item No. Year Status Location Destination Country Date Recipient's Signature
RR931088789CN 2010 arrival at transit office of exchange SHENZHEN GREAT BRITAIN 2010-11-28
RR931088789CN 2010 departure from outward office of exchange SHENZHEN GREAT BRITAIN 2010-11-28
RR931088789CN 2010 posting GREAT BRITAIN 2010-11-26
RR931088789CN 2011 arrival at transit office of exchange SHENZHEN 2011-01-04
RR931088789CN 2011 departure from outward office of exchange SHENZHEN 2011-01-04

As there is no "destination country" in the latest entries, does it mean the parcel is being returned to sender?

I have a dispute (not a claim) in paypal at the moment and the seller has been comunicating, but this is a recent development.
I've been patient because there was genuine snow disruption and also I don't want to jeopardise any claim by appearing unreasonable and claiming too early (although I'm keeping a close eye on the time liimts).

Any help in interpreting this?

Monkeychops_3

Well you are approaching everything in the right order. Firstly it is speak to the seller, then paypal. Failing that then you can lodge a claim with your credit card. You have to wait 30 days from the date of the transaction or delivery date in writing. If it was ordered in nov then I would lodge it. There is actually a time limit to which the credit card can claim, which is 120 days from the transaction date.

Good luck

lisyloo

I'm not sure you can claim from a credit card if you've bought through paypal.
The credit card company paid paypal and not the seller therefore I believe their liability ends with that transaction.
That's why I'm currently pursuing it via paypal buyer protection.