Tracking & Delivery Support – COLAMY

1. Incomplete Orders (Missing Items)

If you purchased multiple items and have not received all of them yet, please do not worry.

Why? It is common for items to be shipped separately to ensure the fastest delivery or because they are coming from different stock locations.
What to do: Delivery times often vary for each package. After receiving your first package, please allow an additional 3 to 5 business days for the remaining items to arrive.
Next Steps: If the rest of your order has not arrived after this 5-day window, please contact us for further assistance.

2. Tracking is Not Updating or Moving

Occasionally, carrier tracking status may pause between transit points.

When to act: If there has been no update for more than 7 consecutive days.
Next Steps: Please notify us, and we will immediately initiate a formal investigation with the carrier on your behalf.

3. Marked as "Delivered" or "Signed" but Not Received

If your tracking shows the package was delivered but you do not have it:

Initial Check: Please check with family members, neighbors, or building management to see if someone signed for it in your absence.
Next Steps: If the package remains missing after these checks, contact our support team to report the discrepancy.

4. Items Damaged or Parts Missing Upon Arrival

If your order arrives with quality issues or is missing internal components:

Requirement: Please take clear photos of the damaged item, the packaging, and the shipping label.
Action: Send these photos to our team. High-quality visual evidence allows us to understand the situation and provide a faster resolution (replacement or refund).

5. Package Returned to Sender

If your tracking status indicates that the package is being returned to our warehouse (due to an incomplete address, failed delivery attempts, etc.):

Action: Please provide your order information and let us know your preferred resolution:

Reshipment: If you would like us to send the product again, please provide a correct and complete shipping address.
Refund: If you prefer not to receive the item, please let us know so we can process a refund for you.

Still need help?

If you have followed the steps above and your issue persists, please contact our Customer Service Team with your order number. We are happy to investigate further and provide additional support.