When a parcel is lost or damaged, the first 48 hours matter most: take photos and video, keep the original packaging and get the carrier’s inspection record. Insurance costs 1%–3% of declared value — strongly recommended for high-value goods.
Step 1: Preserve evidence within 48 hours
Open and inspect on delivery. If the outer box is crushed or contents are damaged, photograph and video from multiple angles immediately: all six sides, the damaged area, inner packing and the goods themselves. Keep all original packaging — carriers may verify whether it met transport standards.
Choosing insurance
Insurance typically runs 1%–3% of declared value depending on channel; tick it on the quote before shipping. Insure fully for high-value items (over US$700) and fragile goods (ceramics, glass, electronics). Uninsured claims are capped at a small multiple of freight — usually tens of dollars.
The four-step claim process
1) Register the claim with support with your tracking number and evidence; 2) support files the inspection request with the carrier or insurer; 3) loss assessment (usually 7–15 business days); 4) payout based on insured value and actual loss. A dedicated agent handles the carrier side for you.
What documents you need
Tracking number, photos/videos of the parcel and contents, purchase proof (order screenshots or invoices) and value evidence. Complete documentation speeds up settlement. Second-hand or undocumented goods are compensated at a discounted market estimate.
Cases usually not covered
Fragile goods without reinforced packing or insurance, exterior damage reported more than 48 hours after signing, confiscated prohibited items, and natural wear (e.g., food expiring in transit). Ask support to review your packing plan before shipping — prevention beats claims.
Still have questions?
Send us your cargo details (description, weight, volume, destination city) and our team will work out the best channel and rate.
