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Help Center Dispute Process

I have not received my order. What can I do?

If you haven’t received your order, please try the below methods to solve the problem:

 

Method 1. You can track your order with the tracking number:

Go to “My Account” or “My PCBWay”> Delivery or Completed > View Logistics and click the Tracking Number.

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If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact your service/sales representative for more shipping information. You may leave a message for email or click Contact your service/sales representative on order list page.  

kind tips:What if courier company (DHL etc.,) fails to deliver my PCBs as scheduled?

This does happen from time to time, though pretty rare. If this happens, please contact courier company for updated time of delivery. Though legally we are not responsible for the delay, we still will track or phone call courier company for updates. The worst case is that we will remake PCBs for you and re-ship to you. For the extra courier charges, we may talk to courier company for compensation.

 

Method 2. If you didn’t receive your order, please contact your service/sales representative or leave feedback (our Case Management Team will check).

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Method 3.  you can always apply for a refund by opening a dispute. Click here to open a dispute.

 

Method 4. If you did not receive your order, please click the Chat with us button (Referral to contact your dedicated sales representative) to chat with our Customer Service Team.




Last updated on 30/05/2018

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Comments (22)
This message here is only a suggestion supplement to the above content, and does not for trading operations such as orders. If you have any urgent questions or order issues, please contact your sales rep.
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  • 2023 Happy Chinese New Year 🐰

    Jan 13,20231 Comments
    Ning 2023-01-13 15:44:06Reply

    Happy new year

    Reply

  • заказ был полностью оплачен но на сайте указан как неоплаченный!!!

    Feb 03,20220 Comments
    Reply

  • Hi, on the tracking page I see my order is under alert: (2021-12-12 20:37 Dongguan City, Dongguan International Mail Exchange Station returned) https://t.17track.net/en#nums=RV589125609CN What does this mean? Is my order returned to you and what's next? Thanks Ivan

    Dec 13,20210 Comments
    Reply

  • Здравствуйте,подходит к концу максимальный срок доставки,в моем отделении почты сказали что она еще не попала в страну,вы можете выяснить судьбу посылки

    Nov 24,20210 Comments
    Reply

  • Does anyone know what to do when your DHL package from PCBway is listed under tracking information as delivered and signed for, but I have not received any package yet. When trying to look into DHLs account all they will do is give tracking info that says its been delivered... are my boards just lost forever now?

    Apr 27,20210 Comments
    Reply

  • Hello, my order G645352 was sent 2021-01-23 15:02, the tracking number of the postal message in China - # RV538548444CNN. On the tracking page I see that he is in Guangzhou, was handed over to the carrier 2021-01-25 03:59 it seems he was somehow stuck there. Can you help me with that? Sincerely, Viktor

    Feb 25,20210 Comments
    Reply

  • Hello, my package was sent on August 25, but I still haven't received it! can i get my money back to order elsewhere?

    Oct 16,20200 Comments
    Reply

  • Добрый вечер. Заказ G587130 не пришел. Что делать?

    Oct 08,20201 Comments
    Team 2020-10-12 17:47:56Reply

    Hello, you can contact your sales representative, or apply for a refund by opening a dispute.

    Reply

  • G524774 order as per your system is says it is complete when there is NO such PROOF that it was delivered. I am waiting for it and told to do so and the dispute time has run out. Estimated Finish Time: China Time Zone(GMT+8) 2020-04-03 well it is now 2020-07-19 and still there is no package. So does that mean I am out 130.00 dollars because I do not choose DHL which to me Canada POST is just as good.

    Jul 20,20202 Comments
    Team 2020-07-21 16:02:35Reply

    Hi Terrance, it's a shipping issue.Just conveyed it to your sales rep and she will check our local post office and contact you later.

    Terrance Van Gemert 2020-07-23 11:33:42Reply
    Reply@ Team：

    Yeah well she told me to contact after support because the tracking system timed out.. Package arrived today and I found the answer to after market sale support is under the completed order for the dispute option button so one could make complaint to aftermarket sales team. Well needless to say Canada post got to me ASAP 2 days ahead schedule once they got it they moved fast. There was mix up in paperwork and the item was sent back to you for relabel and reshipping.. Then Canada customs released asap.. Pleased and enjoy the fact that PCB has arrived. However the package did take beating.. PCB boards undamaged and intact. Thanks for your help. Goto Order complete and click on open dispute with aftermarket sales team. One never looks there when they have not received the order YET!

    Reply

  • I have repeatedly been told to open a dispute but that not available in the time request on any shipments that not DHL.. which is cost more than the product itself.. there is no way a small package of ten cost 100.00 when canada post will handle for 13.00 USDN no problem when that works out to 16.90 which is what it cost and there is tracking with Canada post. So they have not received it so where did it go???

    Jul 20,20200 Comments
    Reply
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