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"returned for security problem" ???

  • Bigben_DX Friday, September 14, 2018 8:55 PM Reply


    I've been waiting for one of my orders for 2 months now, and the answer I got from a staff member to the ticket I opened about it is "the parcel has been returned for security problem", and I got my money back on my account.

    Well, thanks for that fast refund, but I really need the stuff I ordered... :-/

    So the question is : what does exactly mean "returned for security problem" ?  Does it mean this particular item (a bike lamp, nothing special ?!) cannot be sent to my country, or does it mean that I've just been unlucky on this one, and I can place my order again with a good chance of finally getting that stuff ?

    P.S.: I wish I could ask this by answering the ticket, but it's now closed so I can't... :-(



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  • Alisa-Deng @DX Staff @DX Staff Tuesday, September 25, 2018 9:46 AM Reply

    Hello @Bigben_DX

    Could you please  tell me your order number, then we can check for you.

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  • Kaukasas Wednesday, September 26, 2018 6:41 PM Reply

    Had the same question. Could you check my case too. Number: 180814001021581914 
    If I would check mark and pay adidional fee for "Insurance" maybe that would change something (because I forgot to mark it last time).

    When I order that one there was note: "Due to security control by carriers, the order contained purely power products can only be shipped by registered airmail.

    Please Note: Due to strict customs policies, the pure power product(s) in your order will be dispatched separately from the other items in your order. Thank you for your understanding. Hope you enjoy shopping at DX.com."

    It was registered by PostNL

    So, can I re-order that Powerbank? or it will end up same, going back to warehouse? 

    Best regards,


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  • Alisa-Deng @DX Staff @DX Staff Thursday, September 27, 2018 9:27 AM Reply

    Hello @Kaukasas

    We suggest you can choose other products.

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  • Bigben_DX Thursday, September 27, 2018 5:44 PM Reply

    Hi, the order number is 180708001069518824 and contained 2 bike lamps (SKU : 172326).

    Thanks for your answer...


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  • Yolanda-du @DX Staff @DX Staff Saturday, September 29, 2018 12:54 AM Reply

    Hello @Bigben_DX

    Upon inquiry, the Bike Headlamp you purchased may contain battery packs, which affect aviation safety, so it are returned by the customs. We suggest you can choose other products.

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