Order Issues & Support Policy Realchems

1. Scope of this policy

This policy applies to situations including, but not limited to:

• delayed shipments,
• tracking irregularities,
• orders marked as delivered but not received,
• returned-to-sender shipments,
• customs-related issues,
• damaged or incomplete deliveries.

This policy does not replace our Terms & Conditions, Shipping Policy, or Return Policy, but should be read together with them. For clarity, all post-dispatch problems described in this policy are referred to collectively as “order issues”.

2. Contacting support

If you experience an issue with your order, you must contact us via the official support channels listed on Realchems and include:

• your order ID,
• a clear description of the issue,
• any relevant supporting information (such as photos or tracking details).

Incomplete requests may delay or limit our ability to review the case.

3. Processing and response times

Support requests are handled in the order they are received.

Response times may vary depending on the nature and complexity of the issue.

Submitting an issue does not pause shipping timelines, carrier processes, or customs procedures.

4. Delayed shipments

Delivery times shown on the website are estimates only.

If a shipment appears delayed:

• we may ask you to wait for a reasonable period, depending on the shipping method and destination,
• we may review tracking information and carrier status where available.

Delays alone do not automatically qualify as loss or failure of delivery.

5. Tracking issues and “delivered but not received”

If tracking indicates that a shipment has been delivered but you have not received it, you are expected to:

• check the delivery location and any safe place or pickup point,
• check with household members or neighbors where applicable.

We may request additional information to assess the situation. Carrier delivery confirmations are generally treated as leading evidence, but each case is reviewed individually.

6. Returned to sender

Shipments may be returned to the sender due to reasons such as:

• incorrect or incomplete address information,
• failure to collect or accept the shipment,
• refusal by the recipient,
• customs or carrier handling.

Returned shipments are reviewed on a case-by-case basis. Re-dispatch, refunds, or other actions are not automatic and are not guaranteed.

7. Customs and border controls

International shipments may be delayed, inspected, refused, or seized by customs or other authorities.

We cannot influence customs decisions.

You are responsible for ensuring that ordered products comply with local laws and import regulations.

Customs-related outcomes do not automatically entitle you to compensation, replacement, or refund.

8. Damaged or incomplete orders

If your order arrives visibly damaged or incomplete, you must contact support as soon as reasonably possible and provide:

• clear photos of the package and contents,
• a description of the issue.

Failure to provide sufficient evidence may limit what we can do.

9. Investigations and outcomes

Where applicable, we may initiate or support an investigation with the carrier or service provider. Investigations depend on:

• the shipping method selected,
• carrier policies and timeframes,
• the information available.

An investigation does not guarantee a specific outcome. Any resolution is determined case by case.

10. No guarantees

Realchems does not guarantee:

• delivery times,
• investigation outcomes,
• replacements, reshipments, refunds, or compensation.

Any action taken in response to an order issue is discretionary and based on the circumstances of the case and applicable policies.

11. Cooperation requirement

You are expected to cooperate reasonably during the review of an order issue, including providing requested information. Lack of cooperation may limit our ability to assess or act on a request.

12. Changes to this policy

We may update this policy to reflect operational or legal changes. The version published on the website applies at the time your support request is submitted.