Dear Jason,

This E-Mail is regarding your lost order.

Again, please again let us apologize for the situation. We certainly
appreciate your custom, it makes us sad to hear about these problems when
it comes to the delivery of your items.

We ship all our orders from our warehouses in Hong Kong, our distribution
channels have been proven to be very reliable. Still, we are, in most
cases, shipping your products half way around the world; this leaves the
chance that something might go wrong on a very low number of shipments. As
for your particular order, we are very sorry it did not reach you.

We have spent a lot of time in research on what might have gone wrong with
your shipment, we have to admit, we did not learn much what actually could
have been the real cause. It may have been that the package contents were
not approved by the customs offices in your country, it may be have been
that the package size has caused difficulities to the destionation post
office. It is very difficult to get information on failed deliveries for
non-courier shipping methods. We haven't had a return of your package, so
all we know is that your package is now 'somewhere'. Not at your place,
not at any official postal authorities' places, not at our place.

Your order was shipped a long time ago. You should have gotten it a long
time ago as well. Our records say, you unfortunately did not get it. If
you have received your order in the meanwhile, please kindly reply to us
that you have received it.

If your order has not arrived, then we can, at this time, only offer a
refund in form of store credit for furture purchases at Play-Asia.com. We
possibly could offer a resend of the lost item, and we will do so if
requested, however, please keep in mind that we can not give any guarantee
that the replacement would arrive, and that such action would be on your
own risk.

We kindly ask you, to reply to this email whether your item arrived in the
meanwhile or not.

As said before, if your item did not arrive, we can offer a store credit
in full value of your lost order, or, if requested (and understood that we
are not liable for the repeated loss of the resend) we can resend the
item.

We can not rule out that your parcel might eventually arrive still, if it
does arrive, please kindly let us know.

Once again please accept our apologies for the inconvenience caused.

Respectfully,

Charlene Ng
Customer Service Supervisor
Play-Asia.com