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! 😔

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.

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