We will not keep your payment if you never receive the goods. If package tracking stops updating for over 15 days domestically or over 30 days internationally, we will review the case for a reship.
We offer at least 1 free reship. If the second shipment fails we will consider options including changing destination address, changing shipping service and issuing a refund.
If the issue is customs we can typically improve the odds of passage by changing the shipping service or courier.