Tracking Has Not Started

1. Allow 48–72 hours after dispatch.
2. Confirm the tracking number was entered correctly.
3. Check whether the carrier issued an updated number.

Tracking Has Stopped Moving

1. Review the most recent carrier scan.
2. Allow for weekends, holidays and customs checks.
3. Verify the status with the local carrier or postal service.

Marked Delivered but Missing

1. Check the mailbox and safe delivery areas.
2. Check reception, building staff and household members.
3. Confirm the delivery details and location with the carrier.

Customs Clearance Required

The recipient is responsible for destination-country clearance and any applicable duties, VAT, taxes or fees not shown at checkout.

Incorrect Address

TAILONG is not responsible for loss caused by an incorrect or incomplete address submitted by the customer.

Addresses cannot be changed after processing or dispatch.

Carrier-Confirmed Loss or Misdelivery

If the carrier confirms that the parcel was lost or delivered to the wrong address through carrier error, an eligible order may be resent or fully refunded.