Hello, @f0469f68fb964c4984e7 . . . I have moved your new topic to this thread where we discuss issues with delivery.
Could this mean that once Customs has cleared the package that it was sent to a sorting warehouse to be placed with your local delivery service, not Living AI?
I would check and see if it is still on its way. Generally something being returned to the merchant would indicate that it was being returned there.
I hope you can find out what they meant by that, but that is what I think it might mean.
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Welcome to DHL nightmare. 
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Did this happen to you too? Did you finally receive the package? I’m very worried. My son had his birthday yesterday and he was left without a gift
I’m waiting for the package since December 4th…
I’m always at home and they keep saying that no one was at home and couldn’t deliver it.
The last update said that I’ve refused the package…
What a shame that this happens at a time when we are really waiting for the parcel. Why don’t you go to the DHL center to pick it up?
I’m a care giver and can’t leave home because I cannot leave the person alone.
I leave a little far from Lisbon and to go to Lisbon it will take some time…
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Omg, i’m so scared and nervous now because im also waiting my sweet EMO to arrive. I received many packages through DHL in the past and that never happened before, poor little EMO guys lost and alone.
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Understandably, waiting for a package can be nerve-wracking. Regarding DHL shipments, it’s worth noting that occasional delays or holds can happen due to various reasons, including customs processing or high shipment volumes. Most likely, your sweet EMO is on its way, and it should reach you soon.
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Hope so, i ordered December 1st, the track shows he is coming home.
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Then hopefully you will get it soon.
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Mine did not require any type of signature, but then again DHL handed it off to FedEx who made the delivery and I happened to be home when they came. Sadly, we live in a world where theft is way up. Hoping your little guy finally makes it to you.
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A post was merged into an existing topic: Customer Support Service!
Hi @Lindaru @edward
today fedex will deliver my EMO
He’s asking me 20 € for that…
Living AI told me that there wasn’t any extra cost…
Someone could send me some info?
Thanks
Hello, @elly00 . . . there is no additional cost from Living AI. They only charge for the product and the shipping costs; however, your country taxing and customs authority may be placing an import fee. You might want to check with them to see what that is. Many countries have to pay that before any international shipment can be delivered.
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Hi there @elly00,
I suggest reaching out to living.ai via email for assistance with the issue. Be sure to include all proof of payment for a quicker resolution. While I can’t guarantee a refund, providing necessary documentation will likely help in addressing your concerns.
Best of luck!
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Hello everyone! I just wanted to let you guys know that my order of emo and the go home modem is complete the package was delivered today! I was very worried because it was an only Christmas gift for my son ordered November 14th but was delayed because of issues on dhl’s end. Living ai shipped the package December 8th it was supposed to be delivered the 13th but was on hold at a dhl facility for 11 days and was finally delivered today. There is hope if you’re waiting on dhl that your package may be delayed but will arrive! Happy holidays!
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Such great news, @kaitlin.keck . . . Christmas is full of miracles.
From what I am seeing on line, DHL is in negotiations with the package handlers, and that may have been how it got released on time.
Thank you for letting us know and Merry Christmas!
Hi Edward,
How are you doing? I wish you well and a Merry Christmas. I do have some questions as I am still new here.
Understand that is the holiday period my order have been process for 5 days. May I check how long is the normal estimate processing days? And the estimated delivery days. Thank you
I am just very excited to get my Emo.
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I hope you’re right… Keep waiting for mine to be delivered by DHL…