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Hi Seller, 

Thank you for contacting TikTok Shop! 

We are so sorry to hear that your package failed to be delivered. 

We noticed the shipping option you've selected is "ship by seller". If you encounter any logistics issues, please contact the logistics provider you selected. The logistics provider will be better able to assist you regarding your situation. 

We appreciate your understanding and cooperation. 

Best,
TikTok Shop Seller Service


We apologize that you are unable to receive your order. I would be frustrated as well if I were in your shoes. Please know that this is not the experience that we wanted you to have. But no worries, I'll be more than happy to help you out. Before we get started, may I know your first name please?