I always submit a ticket to their Support Centre. Sometimes they respond within 1-2 days, sometimes a bit longer ( they do not work on weekends). Most of the time they responded quite fast. Sometimes need to resubmit again but all my tickets so far had been answered. Depending on the issues, for missing items with insurance, they resend to me again. For poor tinting of the sunglasses, after showing them a photo, they resend me another. To track the item, perhaps next time you should spend a couple more dollars to get a tracking no., otherwise for FREE surface shipping, it will normally take 4-6 weeks. It is understandable that they have to use the cheapest surface mail ( by sea) because some of the cheaper items are only a few dollars. Our Canadian postage sometimes cost almost just as much as the price of the item. So far I had ordered 16 items from them, ranging from smart watches to led bulbs, android phones, etc., so far all delivered. Only problem is when there is a defect, whether to ship it back for a replacement or get a discount for the next purchase. Since the items I bought are mostly less than $50 each, I take the chance.