Complaints

This profile includes complaints for uniuni's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  uniuni

  100 10851 Shellbridge Way Richmond, BC V6X 2W8

  
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  uniuni

  3750 N Fraser Way Burnaby, BC V5J 5G1

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My package was shipped through this company. They claimed they attempted delivery. I was home and no one ever came. I reached out to them they didnt know what happened or why. They said they would try again to deliver in 48hrs max. That time frame passed I called and now no one will answer my call. I get put on hold and iced out or hung up on. I recorded every single call for proof. My package never made it back to the warehouse from the first claimed delivery attempt. I have sent several emails and I just get the same auto reply that they will try again in 24 hours after the first attempt. Its been several days now. No one will speak to me the company who sent the shipment also cannot get in contact with the shipping company. They are actively stealing packages from paying customers. Theres no reason with the amount of complaints this business has within the last three years it should still be up and running. I have attached all proof below.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  **** you for your message. We understand how concerning this experience has been and regret the lack of clear communication you've received so far.
  Weve reviewed your case and can confirm that the last scan on your parcel shows a failed delivery attempt on April 10, 2025, with the status marked as failed delivery. This indicates the parcel is still assigned to the driver and has not yet been returned to the warehouse.
  We have reached out to the warehouse team to verify the parcels current location and status. As soon as we receive an update, we will follow up with you directly through your open support ticket.
  We recognize the importance of a timely resolution and appreciate your patience as we work to get a clear answer for you.
  Sincerely,
  UniUni

• Initial Complaint

  Date:14/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business has not provided accurate tracking information, and provides false "within 48 hour claims" after "attempting delivery". Whenever I've called customer service to ask for a status update I am always told it will be delivered within "48 hours". This first occurred December 14th 2024 (the first "attempted delivery"), I was at home and received no communication, just a failed delivery notification. I was asked to "schedule a redelivery" by calling customer service. I had asked for the package to be delivered asap and left at my door, and for this to be done for all future packages. I had called customer service multiple times throughout this time period with no one telling me a date I could expect my package or where it currently was. The package was eventually received on January 10th days after I was told it was returned to sender. This is occurring again from a shipment that had an "attempted delivery" on April 9th 2025. They said if it wasn't delivered "within 48 hours" to call them. I called them on April 9th to ensure everything was going smoothly, they said it would be delivered later that day or the following. I had called on April 11th after ************************************************** "within 48 hours" again. This was the same thing that happened with the previous story. I asked for a location and expected delivery date, not time frame a date. They told me they didn't have permission to give me a date and hung up on me. No location of my package, no date of delivery, just a meaningless "48 hour" promise.Both attempted deliveries I did not get a phone call, and were at opportune times for me to receive a package.The company should be able to provide accurate tracking information with current location and delivery date. It is very frustrating to be asked to call a company that puts you on hold for 30+ minutes to tell you "the package will be delivered within 48 hours" multiple times when that is not the case after an "attempted delivery"

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for sharing your experience. We understand how frustrating it is to receive limited or inconsistent updates when expecting a delivery, and we regret the repeated inconvenience you've encountered.
  Weve reviewed your most recent case and can confirm that your parcel was successfully delivered on April 13, 2025, at 12:12 PM to 2-************************************************. A delivery confirmation email was sent, including instructions on how to retrieve the proof-of-delivery photo, which is available through your tracking link.
  We also acknowledge the concerns you've raised regarding past experiences and the repeated use of the within 48 hours timeframe. We recognize that this phrasing, when not paired with clear updates, can lead to confusion and dissatisfaction. Your feedback is valid, and we are working to improve communication clarity across our support channels to better set expectations.
  We sincerely apologize for the breakdowns in communication and service delays you've experienced. If you have any questions about the current delivery or if the parcel is not in your possession despite the tracking update, please reply to your support ticket so we can investigate further.
  Thank you for your patience, and for bringing this to our attention.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Samuel ****

• Initial Complaint

  Date:11/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery ******s have returned my package to the warehouse twice despite not even trying to deliver or read my instructions. The first ****** texted me and I responded right away with instructions on where to leave the package, but they ignored it and the next update says they returned my package. The second ****** did not even try to contact me, just returned my package to the warehouse immediately. We live in an apartment building and there is a sign in the window that clearly states to leave packages behind the building where the mailbox cluster is, but they don't care enough to read or do their job. I do not work at home so I am not there during the day which is why we put the sign up. I tried calling customer service and the guy didn't care to help or offer any solution because it was going to the warehouse. If they return it overseas without even trying to deliver, I consider this stolen. Most useless mail carrier ever, every other company can deliver to our building no problem

  

  Business Response

  Date: 15/04/2025

  Dear *****,

  Thank you for sharing your concerns. We sincerely apologize for the frustration and inconvenience you've experienced throughout this delivery process.
  After reviewing your case, we can confirm that your parcel was successfully delivered on April 12, 2025 at 11:02 AM to **********************************************************************************. Proof-of-delivery photos were captured and are included in the tracking record.
  That said, we acknowledge the earlier delivery attempts were not handled properly. Drivers are expected to review delivery instructions and posted signage, especially for multi-unit buildings, and we regret that this was not followed in your case. We have shared your feedback with our operations team and flagged the associated delivery attempts for internal review and retraining.
  We also regret the lack of support you received when contacting customer service. This does not reflect our standard of care, and we are working internally to ensure a more helpful and solution-oriented approach across all teams.
  If you have reviewed the delivery photo and your package is still missing, please reply to your support ticket and our team will escalate the matter for further investigation.
  Thank you for your patience and for bringing this to our attention.
  Sincerely,
  UniUni

• Initial Complaint

  Date:11/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email that my package would be delivered 4/3/25 it never arrived. Then I get an email in 4/5/25 telling me a delivery was attempted but failed, which is a lie because I was home all day and no delivery was attempted. I then proceeded to call Uniuni customer service for 4 days and each time after waiting over 25 minutes to speak with a representative I was told each day that my package will be delivered each of those days. To date no package as been delivered and no answer has been received on multiple tickets sent to uniuni as to when I can expect my package.

  

  Business Response

  Date: 15/04/2025

  Dear ********,

  Thank you for your feedback, and we sincerely apologize for the difficulty youve experienced with your delivery and our support response times.
  Weve reviewed your case and can confirm that your parcel was successfully delivered on April 11, 2025 at 1:28 PM to ****************************************. A proof-of-delivery photo was captured and is included in the tracking record.
  That said, we acknowledge the poor experience you had leading up to this delivery, including the failed communication, delays, and the repeated calls without resolution. This does not reflect the level of service we strive to provide, and your feedback has been shared with our internal teams for review.
  If youve reviewed the delivery photo and still have not received the parcel, please reply to your support ticket so we can immediately escalate the case for further investigation.
  We truly appreciate your patience and the opportunity to make this right.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****-***

• Initial Complaint

  Date:11/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UniUni drivers are liars and thieves! They say they attempted a delivery and state the time that they tried to deliver but when I check my ring camera And my front yard camera, there is No footage of anyone arriving or leaving at that time!! UniUni is the most Worthless, dishonest, and trifling company I have cone into contact with. On other occasions when my packages from **** are out for delivery, they Never get delivered when UniUni is the courier!! Thats because the UniUni couriers Are Stealing the packages. You would think Temu would discontinue using using this courier service because Each time they are involved I dont receive my Temu packages and Temu has to credit a full refund.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for your message. We understand your frustration and take your concerns seriously.
  Our records show that your parcel was delivered on April 11, 2025 at 1:11 PM to *************************************************************** A proof-of-delivery photo was captured at the time of delivery and is included in the tracking history.
  That said, if you have reviewed the photo and it does not match your property or the package is still missing, we encourage you to respond to your support ticket. Our team can escalate the matter for further internal review and support you in documenting the issue for your vendor.
  We understand how disappointing it is when a delivery does not arrive as expected. While we cannot comment on previous unrelated orders, every reported incident is taken seriously and reviewed according to our internal procedures.
  Thank you for bringing this to our attention.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***-ber

• Initial Complaint

  Date:11/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration regarding an ongoing issue with my recent order, which was scheduled for delivery on April 4, 2025. UniUni Global customer service has continuously lied to me about sending emails and has given me many false delivery dates.Unfortunately, the delivery has not occurred as promised, and I have encountered a series of communication issues with several representatives regarding the status of my package.Timeline of Events:April 4, 2025: My package was scheduled for delivery, but I received notification that it could not be delivered. The driver took a picture of an address that is not mine and said failed delivery. No reason and even every representative was confused as to why there was a failed delivery.Follow-Up Calls: I called UNIUNI customer service three times to reconfirm my address. During all the calls, I was assured that a re-delivery would be scheduled and that I would receive an email confirmation ********** Email Received: I did not receive the promised email, so I called again two days in between each attempt and each time I was told that I should expect an email confirming the re-delivery.Continued Delays: I called on Friday, Monday, and Wednesday and all representatives reiterated that I would receive an email regarding the delivery. However, I still have not heard anything.Latest Update: On April 10, 2025, I called again and was informed that my package would be delivered either later that day or on April 11, 2025. I was promised that the driver would call me prior to delivery, but I have yet to receive any communication.I am disappointed with the lack of follow-through and communication regarding my order. As a new customer, I expected better service.

  

  Business Response

  Date: 15/04/2025

  Dear ******,

  Thank you for sharing your detailed experience. We sincerely apologize for the continued frustration and lack of follow-through you've encountered while waiting for your delivery.
  Upon reviewing your case, we confirmed that your parcel was scheduled for delivery on April 4, 2025, but a failed delivery scan was recorded. The photo associated with that attempt does not appear to match your delivery location, and we agree this caused confusion. Unfortunately, no further delivery status updates were posted after that attempt.
  We also identified an internal error on your support ticket, your case was accidentally placed in a pending state, which removed it from our active queue. As a result, your ticket did not receive timely follow-up. We have since addressed this with the assigned agent and conducted a training refresh across our team to ensure this does not happen again.
  We have now reached out to the warehouse for clarification on your parcels current location and next steps. Once we receive their update, we will follow up directly with you through your support ticket.
  We regret the inconvenience this has caused and appreciate your patience as we work to resolve this issue properly.
  Sincerely,
  UniUni

• Initial Complaint

  Date:09/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 packages that are not being delivered. UUS53E0733021586481 and UK109935119YP. The first one said the address was incorrect so I called and sat on hold, gave my addresss and phone number. A second attempt was made. 14 minutes after it was scheduled in **********, to be delivered to ***********, it was returned to warehouse. It takes a lot longer than 14 min to get from ** to **. I contacted them again and after sitting on hold and emailing back and forth a bunch, they "scheduled" a third deliver which wasn't deliverable with no reason given. No delivery was ever attempted. My house is a single family completely accessable, no codes or gates etc and I have cameras, nothing was attempted. So the seller sent a replacement order, which the address was checked and verified and the SAME THING is happening. DO NOT USE THIS SHIPPER, you will never get your items.

  

  Business Response

  Date: 15/04/2025

  Dear *****,

  Thank you for reaching out and sharing your concerns. Weve reviewed both parcels associated with your complaint.
  For tracking number UUS53E0733021586481, we can confirm that a second delivery attempt was made, but unfortunately, it was unsuccessful. As per UniUnis policy, we are unable to schedule a third attempt once two delivery attempts have failed. At that stage, the parcel is returned to the warehouse and may be redirected through the vendors preferred next steps.
  Your replacement parcel, tracking number UK109935119YP, is currently scheduled for a second delivery attempt today. We have submitted a request to our operations team to see if this parcel can be linked with the first one for coordinated delivery. We will follow up with you directly through your support ticket as soon as we receive confirmation from the warehouse.
  We understand your frustration and are doing our best to ensure the replacement delivery is successful.
  Sincerely,
  UniUni

  Customer Answer

  Date: 21/04/2025

   
  Complaint: 23183558
  
  I am rejecting this response because: You had said a delivery was scheduled for 4/9, yet there is still no delivery. 

  Please update what is going on. 

  If you need an alternate address, please use 

  142 Ansonia Rd.

  ********************
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/05/2025

  Dear Ms. *************** you for your follow-up.
  We are currently reaching out to the warehouse to verify whether we can proceed with booking second deliveries for your two parcels. Once we receive confirmation, we will provide an update through your existing customer support ticket.
  We understand the delay has been frustrating and appreciate your patience while we work to get this resolved.
  Sincerely,

  UniUni

• Initial Complaint

  Date:09/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item from **** and was provided the tracking number on 3/16/2025. The item was marked as "failed delivery attempt, returning to warehouse on 4/7/2025. I waited two more days for an update in the tracking and on the third day, attempted to call customer service for a status update.I was then informed after sitting on hold for 45 minutes, that my address was too far away and the package was to be returned to sender and that I should have the sender try to ship it again. No option to pick it up myself or anything that would resemble a helpful solution.

  

  Business Response

  Date: 15/04/2025

  Dear *******,

  Thank you for taking the time to share your experience. We completely understand how frustrating it can be to expect a delivery, only to find out that it cannot be completedand we regret the inconvenience caused.
  After reviewing your tracking details, we can confirm that the destination address is located in ******, **, which is outside of UniUnis current delivery network. In these cases, our system automatically routes the parcel back to the sender. Unfortunately, we do not offer self-pickup options for areas beyond our coverage.
  We also acknowledge your concern about the delay in communication and the experience you had while seeking assistance. Your feedback has been noted and will be used to help improve how we communicate delivery exceptions in the future.
  At this point, we recommend contacting the seller through **** to arrange next steps. They will be able to either resend the item using a carrier that services your area or provide an alternate resolution.
  We sincerely apologize for the disruption this caused and appreciate the opportunity to clarify the situation.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:09/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product from ******** which was $80. It was shipped on April 3rd 2025 and out for delivery on April 5th 2025 by ******* delivery service. On April 6th they stated they made a delivery attempt and that was not true. There is a 24/7 concierge service where I live and no package delivery attempt was made for me. I called the same day and sent an email no response. I called again Monday April 7th someone answered I expressed my concern they hung up in my ear after I waited on hold for over 30min. My package has been saying they will redeliver in 24hours which has not happened 3 days later. I spoke to another *** yesterday April 8th who literally told me that a failed delivery attempt does not have to mean the driver came to my home to deliver, WHICH IS CRAZY! it could mean the driver was lost, stopped by police, or simply did not have time to deliver my package This is absurd and unacceptable costumer service. Then he proceeds to tell me that he cant tell me when it will be updated but their site states 24-48hrs which we are way pass that window. He hangs up and now I still have no response or package that I paid for. This deliver service has several complaints and I have no resolution to receiving my package

  

  Business Response

  Date: 15/04/2025

  Dear *******,

  Thank you for your feedback. We understand how frustrating this experience has been and appreciate the opportunity to clarify the situation.
  Weve reviewed your case and can confirm that parcel tracking indicates delivery was completed on April 9, 2025 at 5:25 PM to *************************************************. Proof-of-delivery photos were captured and are included in the tracking record.
  That said, we acknowledge that your earlier delivery experience, including the failed attempt and subsequent interactions with our support team, was not handled to the standard you deserve. We sincerely apologize for the delays, lack of follow-up, and the inappropriate response you received over the phone. This is being addressed internally with the agents involved.
  If you have reviewed the delivery photos and still have not received the parcel, please reply to your support ticket and let us know. We will escalate your case to investigate further and work toward a resolution.
  Thank you for bringing this to our attention.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 15/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is starting to feel like a scameven though I know theyve delivered some items before. But after looking into it more, I found a lot of complaints about UniUni, the carrier they use, marking packages as delivered when theyre not.I ordered some clothing from ***** 14 days ago. ***** now says the package is lost and blames UniUni for not updating the tracking. I submitted a support ticket over eight days ago and still havent received a single **************, I finally called. I was on hold for about 10 minutes, and when someone answered, I could barely understand him. He told me my package was never sent out. That was frustrating because ****** own website shows it was picked up by UniUni, and UniUnis tracking shows that after clearing customs, it was handed over to an express delivery carrier on April 2.I told him that the package hasnt moved in 14 days, and its clearly not sitting in ***** anymoreits supposedly with an express carrier now. He said hed look into it, but instead, he hung up on me when he had no other information to give.This seems to be the pattern with this company. If a package is lost or they dont have answers, they stop communicating. Theres a language barrier, and even when you do what they asklike filling out support ticketsthey just dont respond. At this point, Im not even sure theyre reading the tickets with how backed up they must be.I just want to know where my package is. I ordered it on March 21. It was picked up. It left the warehouse. It cleared customs. The last update was on April 2, saying it was transferred to the express delivery provider. It was supposed to arrive no later than March 30, and now no one seems to know where it is. This company UniUni is horrible and I guarantee they are going to start getting A LOT of complaint's. There is a lot of pointing fingers and no one knows where my package is. One says package has shipped and lots of info. UniUni says, data received.

  

  Business Response

  Date: 15/04/2025

  Dear *******,

  Thank you for sharing your concerns. We completely understand how frustrating it is when you're expecting a delivery and cannot get clear or consistent information on its status.
  After reviewing the tracking information, we can confirm that the last recorded status in UniUnis system is Order Received (Scan Code 190), dated March 20. This means the shipment data was electronically shared with UniUni by the vendor or their logistics provider, but the parcel itself has not yet been physically transferred to our network. As of now, we have not received or scanned the parcel at any of our facilities.
  How the Delivery Process Works:
  When an order is placed, the vendor or seller assigns the shipment to a first-mile carrier, who is responsible for picking up the parcel, processing it, and preparing it for export if it originates overseas. Once the parcel clears customs and is physically handed off to UniUni, we scan it into our system and tracking begins on our side.
  In this case, although we received electronic shipping data, we do not yet have the parcel in hand. We also do not receive updates from the vendor or first-mile carrier until the parcel physically enters our delivery network.
  Until that happens, all responsibility for shipment location and next steps lies with the vendor or first-mile carrier.
  We also sincerely apologize for the delay in response to your support ticket and for the experience you described over the phone. We are actively working to improve communication, reduce wait times, and provide clearer resolution paths for situations like this.
  To proceed, we recommend reaching out to CIDER, as they remain responsible for the shipment until UniUni officially receives it. They can assist with investigating the delay or arranging a replacement if necessary.
  Thank you again for the opportunity to explain the situation and clarify our role in the process.
  Sincerely,
  UniUni