I apologize for that.Thank you for

I apologize for that.

Thank you for sharing the challenges you faced with us. We are afraid that the package might be stuck on the way. Please accept our sincere apologies.

In order to resolve the challenges you are facing, kindly advise you would like to accept a refund?

Once we receive your reply, further action will be taken to you.

When the package arrived. Please keep it. As an apology from us.

And it would be much appreciated if you don't leave us any negative/neutral feedback since we have tried the best to assist you to resolve the challenges and neither of us wish such things happen.

Once again, we sincerely apologize for any inconvenience caused.

Yours faithfully,