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This policy outlines when damage claims can be submitted, what evidence is required, and how compensation decisions are determined.
Damage during inbound transit from seller to our facility is generally handled with the retailer or merchant carrier.
Customers are encouraged to request adequate seller packaging for fragile products and high-value items.
Outbound shipments are prepared with quality-control packing standards. Fragile items may require additional materials and handling fees.
Certain items, including liquid products, can still be impacted by temperature or pressure changes in transit.
If shipment insurance is not selected at request time, loss or damage compensation is generally unavailable.
When insurance is selected, claim decisions depend on declared value, provided evidence, and carrier/insurer outcome.
Claims must include item description, damage photos, package photos, and original invoice or order proof.
Compensation may be denied if package handling requirements are not followed, notification is delayed, or third-party brokerage conditions invalidate carrier coverage.
Packages marked as delivered by carrier are generally excluded from theft/loss compensation under standard terms.
Customers are responsible for declaration accuracy. Customs assessments and insurance ceilings are based on declared shipment value.
Share your route and item profile, and our operations team will confirm the most compliant next step.
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