I ordered a pharmaceutical product at pipingrock.com on 11 Nov 2018, and I have paid for it already. One week later, I was told by their customer service it had arrived at Msian customs. So I was happy because based on my previous order, it should arrive within 2 weeks from order date. I waited but it didn’t arrive. I enquired again and again but was told by pipingrock that it could take up to 10 weeks to arrive. I told them it’s possibly lost. But they never believe me and ask me to wait further. This is the 10th week and I still didn’t receive the product I ordered. I asked for refund but they say the shipping terms didn’t allow any refunds if lost during shipment.
They also said that the shipping cost only have tracking number until it arrived at customs and no tracking number after that.

Please advise me what I can do because I have paid the money but didn’t get the order. And they won’t refund me. Don’t want to lose my money. I am very sad! 😔

This post has been edited by Amideva: Jan 18 2019, 07:48 AM

If you have the tracking number, you can go ask shipping company company, not the seller. The shipping company will eventually find out where is the item. If your thing is in custom then you should go and ask custom. You will go nowhere if just sitting at home and send emails.

Your item need clearance from MOH?

impossible to only have record until customs only.

Did u paid using credit card or paypal? if yes u can file a charge back, otherwise goodbye your money.

What did u buy and why buy from them? so many more popular websites like iherb.com and even lazada/shopee/11street that is much more secure.

btw i wonder how many times have u ordered from them already?

No, it’s just cordyceps.

I pay by credit card. I will try call them today.
I have ordered from them once before, 1-2 months back and I did receive it. Same product ordered. So I didn’t think of any issues. I ordered the cordyceps because it’s quite cheap at their promo price.
The default shipping method comes with only limited tracking. It is stated there in their website. Check and see.

I have also called our local Msia DHL but there is nothing they can do without the tracking number. They told me there is no such thing as no tracking number. There must be tracking number all the way to customer destination.

This post has been edited by Amideva: Jan 18 2019, 09:26 AM

Most likely stuck at our Malaysian Custom. This kinda item need clearance from MOH.

seller should have tracking get it from them. once get it sure will have way to find out where the parcel is.

just be safe u should contact ur bank and file a charge back now. they will deal with the seller.

i dont think cordyceps need clearance. unless large amount i guess.

No lar, 2 small bottles only.

Probably lost along the way. My experience when shipping from overseas, if you use parcel service from post office, they only track until it reaches Malaysia. After that, no tracking. If you use courier service, they'll track until it reaches you.

So, there is such thing as "tracking only until it reaches Msia"? Hmmm.... that is service by post office? But in my case, the shipping method was default. I wasn't aware that if it was lost, it is not claimable/ refundable. For me, I understand that the more expensive courier option, was that I will receive the order faster. I remember that was what the website said.

I'm experiencing the same. I've PM you, please check your inbox. Thanks