Claims
1. What should I do if the package has been damaged during shipment?
If you suspect that your parcel may have been damaged in transport, we advise you to open it and check its contents in the presence of the courier. If you find any of the items to be missing or damaged, report it to the delivery company and notify taiwangun.com by e-mail.
2. What should I do if I received defective items in my order?
Should this happen, please e-mail our support team with the description of your problem, providing your order number for reference. This will be necessary to obtain authorization for returns. Don’t send the defective items to us without our prior consent. Unauthorized returns will be refused or disregarded. The defective items must be sent to taiwangun.com securely packaged, at your cost.
Upon receiving the returned items our support technicians will examine and test the defective items to confirm the fault. If the items are found to be defective, we will decide on the appropriate course of action, depending on the condition of the item and the type of defect:
- repair the item and return it to you
- replace the item with a new one
- refund the full value of the item
Generally it takes two to three weeks to process a return. The customer has to send back the defective items through a reliable courier at their own cost. We are not responsible for lost returns.
3. What can I do if the delivery company lost my package?
If the delivery service confirmed their responsibility for losing your parcel, you will have to contact the company’s nearest office for further information concerning refunds.
4. What if my package has been seized by the customs?
If your parcel is currently being inspected by customs authorities, you’ll have to wait for clearance. You will be responsible for applicable duties and/or taxes.
If your parcel has been seized, even though airsoft is legal in the country of destination, you must contact relevant authorities in your country for further information.
In the case when airsoft is illegal in your country, we cannot guarantee delivery and we will not be held responsible if your parcel has been seized or confiscated by the customs. Should this happen, taiwangun.com will not provide a refund.