Awaiting Order Arrival

How do I track my package?

Visit “My Orders“-Find the order-Click “Tracking number”

How long does it take to receive the order?
  • The delivery time mentioned along with each product your purchase from Riocaft is around 5-15 days. However, users must consider that the said time is for normal circumstances.

 

I haven't received my parcel but it shows ``Complete``.

The carrier is distributing your package now. Please wait in patience or check with local post offices or the carrier in the destination country.

United States Local Post Office Contact Information:

Call = (+1 800) 222 1811

2. Information of the carrier in the destination country, you may check the tracking number through https://global.cainiao.com/. And then click the highlighted place to visit their official wesite, where you will be able to find their contact information.

I haven't received my order. What should I do?

Please Track the parcel to check the package status:

– If the package is in transit with normal logistic update:

If your package does not arrive at the promised time, please contact us and we will help you.

Why is there no tracking information after shipment?
  • After we ship the order, it usually takes 8 days to update the tracking information.
Why has the estimated delivery time changed and when will I receive the goods?

  • Estimated delivery time will be changed according to the actual logistics and transportation situation. Usually you will receive the package within estimated delivery time.

I received my order after getting a refund. What can I do?
  • If you wish to return the fund, please contact us to discuss it
What if the package is held by customs?

As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:

  • Importing tax/document is required. Please pay the tax/provide the document for customs clearance.
  • Document from Riocaft is missing. Please contact us to get the required document, and then clear the customs.
What should I do if I was charged VAT and other fees by the customs/logistics provider but my order was collected of VAT

  • If you have paid for order with VAT in Rio Caft, VAT should not be charged again by customs/logistics provider.

    In case you were charged again, please keep the invoice and submit it to customer service team to get refund of it.

    Documents required:

    1. invoice of import VAT issued by this logistics service provider (with tracking# and VAT amount)

    2. proof of payment for that invoice

    3. any customs document on the release of the goods, including the shipping label of the package