Dear Janet Brown,
After receiving your review, we communicated with you through emails and solved the issue for you in Jan, 2025. You received the full refund from us. We sincerely apologize for the inconvenience you experienced. We'd like to offer a clear explanation of the issue you experienced.
Between December 2024 and January 2025, a batch of packages shipped to our U.S. customers via a third-party carrier, InTime Ship, were unfortunately lost due to a technical failure on their end. This error led to many packages being delivered to incorrect addresses.
At the time, we were not notified by the carrier about which specific orders were affected. However, upon receiving your reviews and emails, we took immediate responsibility. We personally contacted each affected customer and provided a prompt solution—either reshipping the order or issuing a full refund. We're happy to confirm that all concerns were addressed and resolved properly.
As a result, we have since discontinued our partnership with InTime Ship. For all U.S. standard shipping orders moving forward, we now use trusted carriers such as USPS and others to ensure a more reliable delivery experience.
We truly appreciate your understanding and continued support.
Best regards,
Alicefurs
Customer Service Email: service@alicefurs.com