In the exceptional event that a package is lost by the delivery company, Aniioki will open an investigation before arranging any replacement.

What the customer needs to do

  1. Notify the package lost to Aniioki before 3 days of receiving the delivery notice but not getting the item
  2. Collect all documents/photos proving the item was lost. For example, a photo of the signed receipt sent by the delivery company shows the wrong name.
  3. Contact the delivery company and get additional information like any address where the package was supposedly delivered to, info about the driver, etc.
  4. Send them to Aniioki (contact support)
  5. File a police report if instructed

What Aniioki will do

  1. After receiving the above information from the customer, Aniioki will evaluate if the lost case report is valid.
  2. If the report is valid, Aniioki will contact the delivery company and open an investigation.
  3. If in 2 weeks' time after receiving the report, the case has not been solved, Aniioki will issue a replacement.
  4. The customer can also opt for a full refund.
  5. If the item can be recovered, the customer may need to be required to help arrange the return shipping. All additional costs will be covered by Aniioki.