The shipment protection program covers the following cases:
- If the shipment was lost
- If the contents of the shipment was damaged
- If you find a shortage of goods upon receipt of the shipment
* Shipment protection program does not cover any cases occurring before parcel's registration at our DE hub.
What kind of refunds you can get
If the shipment was lost
Maximum compensation is the protected price of the contents but not more than real and declared cost. We will also refund the cost of international delivery.
In case of partly missing contents
Compensation for shortage in the package is calculated by real cost of the missing items (but cannot exceed the declared price). The delivery cost is not recovered as the delivery itself was effected.
For damaged contents
The sum of compensation for the damaged item is calculated depending on the kind of damage and evaluation of the inflicted damage.
If you received damaged items, you can only count on partial compensation, except in cases of total damage leading to complete destruction of the items. The sum of partial compensation is calculated individually. The delivery cost of the package with damaged enclosure is usually not recovered, however, in each case the decision is made individually. Contact our Support and attach as many documents as possible (photos, reports, video, etc.).
In case of a full item's cots compensation a return of damaged items may be requested. The return is done at your expense and must be trackable.
In what cases the delivery cost is recovered?
Only if the shipment was lost and wasn't delivered.
How to determine what shipment value is protected?
When you fill in the the package description for an outgoing shipment, you specify the cost of each item. The data is automatically summed up. The final sum is the declared cost of the enclosure and the sum under protected as well.
The maximum declared value for the carriage of a shipment is 1500 US dollars per Shipment.
How is shipment protection program cost calculated?
All shipments are automatically protected from loss/damage in the amount of 100 US dollars + the cost of the Contractor's services.
If the sum of package contents cost exceeds $ 100, you can additionally order extra protection for the shipment, the cost of which is calculated by the formula: 2% of the difference between the declared value of the entire contents of the shipment and $ 100 guaranteed protection.
How much time do I have to inform you of the of the accident damage?
You have to let us know immediately if damage or shortage of the contents has been recorded. You have 7 calendar days after the delivery date to provide documentary evidence and send your claim.
What information do I have to provide to draw up in the case of damage?
Depending on the case you will need to provide:
- copy of mail/courier service report;
- photos/other visual materials relating to the item description (for example, photos of a similar item from the website);
- photos of wrapping material/package wrapping;
- detailed photos of damage if there is any;
- also expert evaluation of repairs — if the contents are damaged;
- invoice from the seller/shop where you bought the item.
We also has the right to demand documents from you confirming the actual value ofthe contents of the Shipment (fot example invoice), and may also require an independent assessment of the value of the contents of the disputed shipment.
How long does it take to consider in case of damage?
Events are considered individually. The time depends on the type and availability of all the documentary evidence. Usually they are considered within 7-30 days.
How is the compensation paid?
If we decide in your favour, Support service will notify you of the forthcoming compensation payment. This sum will be refunded to your PayPal account or to your credit card linked to your account.
If the package is found after the compensation has been paid, we will have to charge the compensation off your account.
What do I do with the damaged item and wrapping while the dispute is in progress?
It's necessary to keep all the documents, items, and package wrapping in their original condition as you received them before a decision is made on your claim: don't use them, don't destroy them.
My package wasn't protected, what do I do in case of the damage?
If you have not chosen additional protection when processing the shipment, then you can receive compensation in the amount of the declared value of the contents, but not more than the amount of $100 per shipment.