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Claim Policy

Claim Policy

Thank you for using the services of ()(hereinafter referred to as “we” or “us”). To protect users’ rights and clarify responsibilities, we have formulated the following claim policy.

1. Scope of Application and General Principles

Claims may be submitted under this policy in the event of parcel loss, shortage, or complete shipment disappearance during transportation.
Claims will not be accepted if the issue arises due to the user’s own actions, such as false declaration, incorrect selection of shipping method, or inclusion of prohibited items.
For high-value or high-risk items (e.g., mobile phones, cameras, watches), we recommend purchasing insurance; otherwise, these items will not be covered under this policy.
All claims must be submitted within 72 hours of parcel delivery; late submissions will not be accepted.
Only claims supported by complete documentation will be considered (see 'Claim Procedure').

2. Loss at Different Stages

a. Loss in transit to our warehouse (Seller to Warehouse phase)
Responsibility lies with the seller. Users are advised to contact the seller for replacement or compensation. We do not assume responsibility for losses occurring during this phase.
b. Loss during warehouse storage or after inbound receipt
If a parcel is lost within 90 days of being signed in at our warehouse, we will compensate based on the actual value of the products.
Parcels held for more than 90 days without being consolidated will be deemed abandoned. No notification will be issued, and compensation will not be provided.
Users must provide proof of purchase, such as order screenshots or payment receipts.
c. Loss after dispatch from the warehouse
Compensation will be based on the lower of either the product’s actual value or three times the shipping fee.
Users must provide proof of purchase, such as order screenshots or payment receipts.
Compensation excludes original shipping fees, insurance, sensitive item charges, and other additional service fees.

3. Partial Loss

Users must contact customer service within 72 hours of delivery and provide the following:
a. Photos of the outer packaging and the courier label;
b. Parcel weight photo (with electronic scale);
c. Screenshots of product purchase and order details.
If we are deemed responsible, compensation will be provided based on the value of the missing items. Claims with missing information or submitted after the deadline will not be accepted.

4. Incorrect or Missing Items (Purchasing Orders)

If the products purchased do not match the customer’s order:
The issue must be reported within 72 hours of receipt, along with order screenshots and photos of received items.
If the seller is at fault, we will assist with coordinating returns or exchanges but will not provide direct compensation.

5. Damage Disclaimer

We are not liable for any damage, leakage, or deformation of products during transportation.
For fragile or valuable products, customers are advised to request enhanced packaging from the seller (e.g., wooden frames or bubble wrap).
Although reinforcement services are available for purchase, we are not responsible for any damage even if such services are used.
It is strongly recommended to purchase insurance for high-risk products.

6. Insurance (Optional Service)

For high-value products, we recommend purchasing insurance at a rate of 4% of the declared value.
Insurance covers only loss, not damage.
If the entire shipment is lost and insurance has been purchased, compensation will be based on the total declared value of the products. Shipping fees are non-refundable.
If no insurance is purchased, claims will be handled in accordance with this policy.

7. Exclusions and Limitations of Liability

No compensation will be provided in the following circumstances:
False declarations or inclusion of prohibited items (e.g., flammable materials, medications), and any legal consequences thereof;
Failure to report loss/shortage within 72 hours of delivery;
Incomplete or unverifiable supporting documents;
Any fees paid (e.g., shipping, sensitive item charges, insurance, inspection) are excluded from compensation;
High-risk items such as mobile phones, tablets, cameras, etc., if not insured;
User error in selecting an inappropriate shipping route (e.g., using a normal channel for sensitive items), resulting in return, fines, or confiscation;
Customs seizures not caused by our actions (force majeure).

8. Claim Procedure

Claims must be submitted within 72 hours of parcel delivery along with the following documents:
a. Photos of both the inner and outer packaging;
b. Courier label photo;
c. Photo showing the parcel weight on an electronic scale;
d. Order screenshot/payment proof;
e. Tracking number and related logistics information.
After preliminary customer service review and internal verification, processing time is approximately 7–14 working days.
If the lost parcel is recovered within 30 days of claim submission, the claim will be voided. If confirmed lost, compensation will be issued as per this policy.

9. Legal Jurisdiction and Amendments

We reserve the right to amend this policy in accordance with legal requirements or operational needs.
Amended terms will be communicated through appropriate channels and shall take effect immediately upon publication.
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