1. Product name and description must be stated clearly on your invoice.
2. Claim request must be submitted within 48 hours of acceptance.
3. After we receive your complaint, investigation towards each participating party shall commence.
4. Further action shall be taken according to the outcome of the investigation.
– Maximum compensation for SKYNET/GDEX/ABX/BBB/CITYLINK/J&T: USD50
– Maximum compensation for sea freight: 3 times of freight charges.
– Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation
– Free delivery of left out item to destination.
1. Compensation value according to item value on invoice (maximum of USD50), or 3 times of shipping fee, or 【Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation】whichever is the lowest.
2. Non declared items or falsely declared items are not covered.
3. No compensation for repackaged parcels, due to reasons such as: seller mistake and lost parcel before arriving at warehouse.
4. In addition, fragile products cannot be claimed. It is recommended that if it is fragile, do not choose to repack and should inform the seller to strengthen the packaging ~ to avoid crushing during transportation (reinforced packaging can only reduce transportation risk)
1. Compensation shall be bear by any party responsible.
– Maximum compensation for SKYNET/GDEX/ABX/BBB/CITYLINK/J&T: USD50
– Maximum compensation for sea freight: 3 times of freight charges.
– Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation
2. If parcel is not found in our warehouse, a maximum compensation of RMB100 will be provided.
1. NO compensation and/or refunds for items that are detained by customs, all fees generated is responsible of account owner only. There is NO compensation if the customer’s shipment is in the same container consists of the prohibited items and confiscated by the customs during customs inspection. In addition, if the goods are detained/confiscated by customs without any reason, there will be no compensation.
2. User will be blacklisted if such scenario happens too frequently.
1. Appropriate notification is provided before delivery of parcel, we shall not be held responsible for 3rd party delays.
2. Shipping Fee Compensation Rate:
– 3 working days delay: 10% of shipping fee
– 7 working days delay: 20% of shipping fee
– 14 working days delay: 50% of shipping fee
– 30 working days delay: 100% of shipping fee
- All the orders requested for special demand will be replied on the next day or later depending on the request.
- All the orders requested for special demand after out for delivery are excluded from the delay compensation.
1. All claim requests must be completed with purchase and shipping documents, and to be submitted within 1 week of request.
2. We will conduct our investigation and further action to be taken within 2 weeks time.
** Our AXA cargo insurance is recommended for high valued items.
