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

  
• 

  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:30/06/2025

  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.

  Did not deliver my package or attempt to deliver my package stated that it was out for delivery and it has been days. customer service does not answer or follow through with procedures.

  

  Business Response

  Date: 10/07/2025

  Dear Arion,

  **** you for reaching out and sharing your concerns.
  We have reviewed the details of your delivery and support history. According to our records, your parcel was successfully delivered on July 4, 2025, at 5:44 PM to the following address:
  *************************************************************************************
  In addition, our support team was actively engaged with your inquiry. An agent responded to your ticket within our standard response window and continued to follow through in line with our support procedures.
  We understand that delivery concerns can be frustrating and take every report seriously. If you believe the parcel was misdelivered or not received despite the confirmed delivery scan, we encourage you to follow up on your ticket so we may guide you through the appropriate next steps.
  Thank you for your understanding, and we remain committed to resolving this matter.
  Sincerely,
  UniUni 

• Initial Complaint

  Date:30/06/2025

  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.

  Im beyond angry at this parcel company! The packages I order used to be sent by ******** but they became neglectful of delivery timelines with international packages, and refused to take accountability. I assume enough people complained since we now have UniUni IN *******! ??UniUni leaves packages that have cleared Customs multiple times for DAYYYYYYYYSSSSSSSS on end, despite there being a delivery time. Its almost like they do it intentionally, and then it is often delivered on the final day of the delivery window. I understand its difficult to maintain a timely manner with package but I NEVER CHOSE THIS CRUMMY SERVICE!!! It was chosen by the seller of my items. X, ********, and TikTok users have even called them out for this. Currently I am on the phone with them with 13 minutes to go before I can speak with an agent! I have been on the phone for 24 minutes now, its 2:40pm. THIS IS UNACCEPTABLE!!!! They need to be HEAVILY regulated and fined for making packages late.

  

  Business Response

  Date: 10/07/2025

  Dear *****,

  Thank you for taking the time to share your concerns. Were sorry to hear about your frustration and appreciate the opportunity to clarify the details of your parcels journey.
  Upon review, the parcels tracking shows the following:
  Shipping information was received on June 21, 2025
  The parcel arrived in the **** and cleared customs on July 1
  It was handed off to UniUni the same day and scanned into our network on July 3
  Delivery was attempted twice, and the parcel was successfully delivered on July 5, 2025 at 6:23 PM
  Its important to note that UniUni's responsibility begins only once the parcel is scanned into our network. The delay between June 21 and July 1 occurred prior to our involvement, during the first-mile or customs transit period. If you wish to better understand that portion of the delay, we recommend contacting the vendor you purchased from.
  Once the parcel was in our possession, it was delivered within our standard service window, which allows up to 48 hours from initial outbound scan.
  We also acknowledge your experience with our phone support wait times. We recognize this as an area for improvement and are actively working on system upgrades and resource expansion to better serve our customers.
  Thank you again for your feedback. We remain committed to delivering transparent, reliable service.
  Sincerely,
  UniUni

  Customer Answer

  Date: 15/07/2025

   
  Complaint: 23538084
  
  I am rejecting this response because: This is a failed attempt of gaslighting based manipulation. I studied psychology, I do not play that game nor do I fall for scripted responses provided from an bot, I also managed a retail store beforeI know WHAT we are trained to tell consumers to let them down easy.

  1. UniUni provided documentation that A (plural for one) attempt was made to my home.

  2. I provided documentation from a LIVE STREAM security system, that I screen-shot the time stamp forthat they LIED!

  3. I am politely DEMANDING PROOF OF ATTEMPTED DELIVERY, via photo/video based evidence otherwise it did not happen.

  4. During this day, I had a ring door ******* one came to my property NOT ONCE! 
  

  5. UniUnis big red flag is they declared a delivery attempt was made, now they are back pedaling saying two were made. I call nonsense, and Im certain that UniUnis driver was mentally off in Wonderland/La La land, because almost EVERYONE on my street has a ring doorbell aside from me. Sooo why you lying UniUni?

  6. I had filed a police report regarding UniUni upon this attempted delivery being made. It was forwarded to my states attorney general and she is currently investigating it allegedly because unlike UniUni-she doesnt dismiss security cameras. 
  

  This packaged was also scheduled for Re-Delivery at 11am on Saturday July 5th, 2025. It didnt show up until Monday July 7th, 2025 at 3:15pm. So, I have no idea who these people are getting information from, but it was supposed to be here by the 3rd at the latest and Temu warranted me a full refund. Sorry.I dont play games.

  Do better!

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

• Initial Complaint

  Date:30/06/2025

  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.

  Item has been in town since late May. Multiple complaints and requests to deliver properly were made via email and phone calls. Vendor has been helping on my behalf as well. No more attempts to deliver has been made after June 5 and we are at end of June (June 28). Uniuni has been refusing to deliver to somewhere public and drivers have been automatically marking the address as undeliverable. We have provided alternate residential address with no response or further attempts being made. At this point, we are considering the package stolen since they are keeping it with no obvious intention of delivering. If you are purchasing somewhere that utilizes UniUni, I strongly advise against it as they will hold your package and not deliver it. Its been over a month and I still have not received my package nor any kind of communication on what theyre doing to attempt delivery. Instead, I have to do the work of trying to get my package. This is absolutely ridiculous.

  

  Business Response

  Date: 10/07/2025

  Dear *******,

  Thank you for your message. We sincerely apologize for the delay and the ongoing inconvenience you've experienced with this delivery.
  After reviewing your case, we can confirm that your parcel has remained at our facility since early June, and despite multiple attempts by our customer service team to trigger a second delivery, there appears to be an unresolved issue at the warehouse level that has prevented the booking from proceeding.
  We understand your frustration, especially given that youve made multiple efforts to provide updated delivery instructions and alternate residential addresses. Please know that we have escalated this matter to our warehouse operations team and are currently working to verify both the parcels exact location and its eligibility for redelivery.
  Once we receive a response from the warehouse, our support team will follow up on your ticket with next steps. We take this situation seriously and are committed to resolving it as quickly as possible.
  We appreciate your patience and understanding as we work to correct this issue.
  Sincerely,
  UniUni 

  Customer Answer

  Date: 13/07/2025

   
  Complaint: 23531466
  
  I am rejecting this response because:

  business had emailed stating the package was found and would be delivered within 48 hours. Its been over 48 hours, no response, no delivery attempt being made. This company are thieves and stealing packages. Its been in their possession since late May and it is now mid July. They are absolutely refusing to deliver. The first 3 delivery attempts are FALSE as they state its gated or non accessible but it is a public space. They also never called despite numerous instructions to call if they needed help with retrieving package. The delivery drivers are marking that the they attempted delivery without actually trying to deliver. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 22/07/2025

  Dear *******,

  Weve completed a full review of your case and understand the continued frustration around the lack of progress on your delivery.
  Your parcel has remained in our storage area for an extended period, despite multiple requests and updated delivery instructions submitted on your end. As of July 10, 2025, at 2:29 PM, it was booked for delivery from our warehouse, a confirmation that was also communicated to you by email by one of our team leads.
  Given the delay between that booking and a confirmed delivery attempt, weve escalated your case directly to the station manager responsible for this region. Your ticket, #*******, has been flagged for immediate review, and well be following up with you as soon as we receive final confirmation on both the parcels location and next delivery window.
  
  Sincerely,

  UniUni

• Initial Complaint

  Date:27/06/2025

  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 tried to get support on my package which has been out for delivery for multiple days then it said my delivery was being taken back to the warehouse after being attempted to deliver at 11:24pm cdt that was never actually attempted the customer support is a joke and i messaged customer support and they sent me an email saying my package was delivered to the wrong address and to send a picture of my home this is by far the worst delivery service i have ever had

  

  Business Response

  Date: 22/07/2025

  Dear *******,

  Thank you for your message. We understand how frustrating this experience has been and want to address your concerns with full transparency.
  Weve reviewed your case thoroughly and have included screenshots of:
  The Proof of Delivery (POD) captured at the time of delivery, and
  A comparison of the delivery address submitted by your vendor with a corresponding ****** Maps image of the delivery location.
  This review confirms that your parcel was delivered on June 30, 2025, at 10:56 AM to 893 N 100 W, [City], *****, which is the exact address provided by the vendor at the time of shipment. Based on this information, we consider this a successful delivery as it was completed in accordance with the address we were instructed to deliver to.
  If the address submitted during checkout was incorrect or incomplete, we strongly recommend reaching out to your vendor directly to discuss possible resolution paths, such as a refund or replacement. As the last mile carrier, we are responsible for delivering to the address provided, and we do not have the authority to alter, reroute, or override shipment information without vendor instruction.
  We sincerely regret that this experience did not meet your expectations, and we appreciate your feedback. If theres any additional documentation youd like us to forward to your vendor on your behalf, wed be happy to assist.
  Sincerely,

  UniUni

• Initial Complaint

  Date:27/06/2025

  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 submitted 2 contact forms to request a change of address and schedule a redelivery over the past 5 days. I have received no response from Uniuni even though they claim ***** hours for a response. I need better communication and my package redelivered to the updated address. Tracking number is UUS56D0734363166430 for reference.

  

  Business Response

  Date: 22/07/2025

  Dear *****,

  We can confirm that the updated address you submitted on Monday, June 23, 2025, at 3:14 PM was received and processed by our team. We responded and updated the delivery information on Friday, June 27, 2025, and immediately scheduled the second delivery based on the corrected address.
  Your parcel was successfully delivered on June 30, 2025, at 10:33 AM to:
  ********************************************************************************************
  We sincerely apologize for the delay in processing and dispatching the second delivery. During that period, we were managing a surge in delivery issues in the region, primarily due to a high volume of address corrections and rescheduling requests. This caused a brief backlog, which impacted timelines in certain areas, including yours.
  Were pleased to confirm the parcel has now been delivered, and we appreciate your understanding throughout the process. If theres anything further we can support you with, please dont hesitate to let us know.
  Sincerely,

  UniUni

• Initial Complaint

  Date:26/06/2025

  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.

  A shipment from ***** to ******, ** is on UniUni warehouse for more than a week and they are taking so long to do deliver my shipment. Till now I have not received it. The customer care is simply saying "we are looking on it, it will get delivered soon" for the past 10 days. There is no proper update or any initiative on the complaint we raise. Very worst service ever seen. The shipment was booked on 6 June 2025, its almost 20 days. What type of service is this ?

  

  Business Response

  Date: 22/07/2025

  Dear Jagan,

  Thank you for reaching out and giving us the opportunity to clarify the timeline of your shipment. We completely understand how frustrating delays can be, especially when you're relying on timely updates, and we appreciate your patience.
  Weve attached a screenshot of your parcels scan history to provide full transparency regarding its journey. Based on this tracking record:
  
  Timeline Highlights:
  Shipping Details Received: June 9, 2025
  Customs Clearance Completed: June 26, 2025 The parcel was released to us following customs processing
  Parcel Received by UniUni: June 27, 2025 at 6:17 AM (Scan Code 200 "Parcel Scanned")
  Dispatched for Delivery: June 27, 2025 at 6:31 AM
  Delivered: June 27, 2025 at 12:04 PM to [Full Address]
  
  Its important to clarify that UniUni is the final-mile delivery partner and we do not take possession or control of the parcel until it is officially received and scanned into our system, as indicated by Scan Code 200. Any delays prior to that point typically involve upstream handling and customs processing, which we unfortunately do not have visibility into.
  That said, once the parcel was in our care, we moved quickly to dispatch and complete delivery within the same day.
  If you would like more insight into the delay prior to June 27, we recommend contacting your vendor directly, as they may be able to engage their international logistics partners or customs liaison for further details.
  Were glad to confirm that your parcel has now been delivered, and we truly appreciate your understanding throughout this process. Please let us know if theres anything further we can assist you with.
  Warm regards,

  UniUni

• Initial Complaint

  Date:26/06/2025

  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 ordered a garment from ********** that was being delivered by UniUni. I sent specific delivery instructions to UniUni for delivering to my apartment. I received an email today saying they attempted to contact me and could deliver my parcel. I NEVER received any phone calls or emails from them attempting to deliver my package. When I tried to work with customer service, they told me they couldn't help me and to contact **********.

  

  Business Response

  Date: 22/07/2025

  Dear ********,
  Weve completed a review of your file and have merged three support tickets into a single active case under Ticket #******* for clarity and proper follow-through.
  Please note, we did not receive any response indicating the parcel was missing or undelivered, which is why no further action was taken until now. For future reference, replying to any ticket, even a closed one, will automatically reopen the case and route it back to our team for immediate review.
  At this stage, the parcel has been confirmed as lost, and a senior agent is now assigned to your case. You can expect a direct follow-up within the next 12 hours with the next steps regarding resolution.
  Well ensure this is handled accordingly from here.
  Regards,
  UniUni
  

• Initial Complaint

  Date:26/06/2025

  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.

  See email sent to UniUni below:Four days ago, I contacted UniUni support per ticket and informed them twice of a gate code because I received a notice that a package was not deliverable.The gate code was originally provided with the initial order and twice again after the first delivery failed. Today, I once again got a notice of a failed delivery attempt with notation that suggested a possible attempt to contact me. I got no phone call at the time of indicated attempted delivery. My phone is ************. I tried calling your company twice only to have my call terminated at your end.Dr. ******* ****** **************. ********************************************.

  

  Business Response

  Date: 22/07/2025

  Dear Dr. **************** you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you've experienced.
  Weve reviewed the delivery records for your parcel and can confirm that the address originally provided by the vendor did not include the required gate code, which unfortunately contributed to the initial delivery attempt being unsuccessful.
  While we did receive the updated gate code through your support ticket, there was a delay in scheduling the second delivery from our warehouse. We acknowledge that this delay was unacceptable, and we are following up directly with the station manager to ensure corrective action is taken and that similar issues are avoided in the future.
  We can confirm that the parcel was successfully delivered on July 21, 2025, at 1:41 PM to:
  *****************************************************
  We sincerely apologize for the delay and the lack of proactive communication. Should you require any further assistance, please do not hesitate to reach out.
  Sincerely,

  UniUni

• Initial Complaint

  Date:24/06/2025

  Type:Customer Service 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.

  June 4th my package was delivered to wrong address.June 5th UniUni notified. June 5th ************************************* notified. They want a letter from UniUni stating that I didnt get my package before they will refund me the full amount. Continual emails to UniUni June 9, 10, 11, 12, 13, then a phone call asking to speak to a manager and was informed that someone would call me that night. Didnt happen. Another email to UniUni June 19 requesting a letter to *************** Email sent to **** ***** Ms. ***** ****** Vdh, who work for UniUni but no one has responded.****** & ***** want a letter from UniUni. Wrong delivery pictures arent good enough. Why wont anyone help me from UniUni?

  

  Business Response

  Date: 03/07/2025

  Dear *****,

  Thank you for your follow-up.
  A formal delivery confirmation email was sent to you on Thursday, June 5, 2025 at 1:12 PM, verifying that your parcel was misdelivered. This email should be forwarded directly to ****** & ***** to support your request for a refund or replacement. As the carrier, UniUni is not responsible for issuing refundsthese are handled by the merchant based on their policies once confirmation is received.
  We recognize your multiple attempts to resolve this and appreciate your patience. Should you need the email resent for your records or for the merchant, wed be happy to assist.
  Regards,
  UniUni

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23509937
  
  I am rejecting this response because:

   

  ****** and ***** will not accept your email as a formal response that my merchandise was misdirected. I had forwarded it to them but they require a PDF letter stating that. This has been my request repeatedly to your representatives on line with no response. I understand that UniUni wont reimburse me, that is not what Im asking. Im asking for a PDF letter that I can forward to ****** and ***** so that THEY will reimburse me.

  Thank you for your cooperation on this issue.

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

  

  Business Response

  Date: 16/07/2025

  Dear *****,

  Thank you for your follow-up and for providing additional details.
  We can confirm that a formal delivery confirmation email was sent to you on Thursday, June 5, 2025, at 1:12 PM, verifying that the parcel was misdelivered. This document serves as official confirmation and is intended to support your refund or replacement request with the ********, ****** & *****.
  As per UniUnis policy, we do not issue PDF letters or additional documentation beyond the confirmation email already provided. Once the merchant receives this email from you, they are expected to contact UniUni directly to verify the information, which we are always prepared to do.
  We understand this situation has been frustrating and recognize your repeated efforts to resolve it. If you require the confirmation email to be resent for your records or to support your claim, we would be happy to assist, just let us know.
  Thank you again for your patience.
  Sincerely,
  UniUni

  Customer Answer

  Date: 25/07/2025

   
  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.
  

  I have forwarded the current letter dated July 16, 2025 to ****** & ***** on July ******* but have not heard anything from them. I only wish UniUni would have sent me a letter at the start when I requested it. I could have been reimbursed then. 

   

  Thanks for your assistance with this matter.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:20/06/2025

  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 initially emailed UniUni on June 1st looking for my package, and asked a couple other questions, as it was day 3 out for delivery and it had become a regular occurrence to be 4 days. Which it was. I received a response on June 4th, only acknowledging that my package was delivered. I reasked the same 3 questions and I got a response the next day saying to contact the business I bought the product from. So again I asked the same 3 questions regarding their business and it has been 2 weeks and I have never received a response. Anytime I have asked at least 1 of the questions over the phone to customer service, I have been met with different responses. I would just like my questions answered instead of ignored as that is not good customer service and makes the business look fishy and possibly a scam. I have never had a good experience with UniUni and this past one has me even more concerned if my package is in their hands.

  Customer Answer

  Date: 20/06/2025

  Why am I told it takes ***** hours for out for delivery and it actually takes 4 days? 
  Where is my package in that time? (Sitting in someones vehicle or goes to a warehouse for the night)
  Also if a package is lost or stolen while with you, what is your policy on that? 

  

  Business Response

  Date: 22/07/2025

  Dear ******,

  Thank you for reaching out again, and we sincerely apologize for the experience you've had so far.
  After reviewing your support history, weve identified that your original ticket was closed without properly addressing the questions you raised. That was not acceptable, and were addressing it internally with the appropriate team to ensure this does not happen again.
  We want to take this opportunity to provide clear responses to your concerns:
  
  1. Why does the delivery timeframe say 2448 hours, but my package took 4 days?
  We aim to deliver all parcels within 2448 business hours once theyve been assigned to a driver. However, there are cases where this timeframe may be extended due to driver schedules or route availability. For instance, if a parcel is assigned on a Friday and delivered on a Monday, its possible the assigned driver was not scheduled over the weekend. While we cant confirm the exact cause without the drivers schedule, we recognize the delay and appreciate your patience.
  
  2. Where is the package during that time?
  Once assigned to a driver, the parcel remains in the drivers possession until it is successfully delivered. It is not returned to the warehouse or reassigned unless a delivery failure occurs or a route change is required.
  
  3. What is our policy if a package is lost or stolen after delivery?
  If a parcel is confirmed as delivered to the correct address but is missing, we recommend contacting the vendor directly to discuss resolution options. As the last mile carrier, we are responsible for ensuring the package reaches the delivery address provided by the vendor. If theft or loss occurs after delivery, the vendor typically manages the next steps such as a replacement or refund.
  
  We fully understand how concerning it is to feel like your questions have gone unanswered, and we want to thank you for your persistence. Your feedback has been shared with our leadership and service teams to reinforce how important consistency and clarity are in every customer interaction.
  
  Sincerely,

  UniUni