Dear, when you place an order for a portable charger and accessories, we ship and pack you a free gift within three days. We have shipped and SF express are signed in your designated warehouse, and after the past ten days you told me that your freight forwarder has not been transferred and needs my help to contact them, because you do not have the freight forwarder's contact information. Because of the difference in language and geographical environment, I am willing to help you contact the freight forwarder, they confirmed that they signed for the goods, but did not transfer it in time. We are EXW terms, I am not responsible for delivery. You asked us to reissue and refund the full amount . We have strong evidence so that the platform is not backing you and we have completed the transaction.So we as sellers, ship in time and help you contact your freight forwarder, and it is impossible that you do not have their contact information.If so, you may need t to change to a forwarder.