I. Will I be compensated if my package is lost?
a. Lost in Overseas Warehouse (Post-entry, pre-departure):
*With Insurance: Compensation is paid according to the insured amount.
*Without Insurance: Compensation is 3 times the shipping fee (including original shipping), capped at HK$700.
b. Lost During Transit (Departure to Taipei Warehouse):
*With Insurance: Compensation is paid for the loss of the entire package based on the insured amount. Partial loss is compensated based on the weight percentage.
*Without Insurance: Compensation for total loss is 3 times the shipping fee (including original shipping), capped at HK$700. No compensation is provided for partial loss or damage.
*Note: Standard shipping does not cover damage or partial loss occurring during airline transit or customs clearance.
c. Lost/Damaged During Taiwan Local Delivery:
*Pelican Express & Kerry TJ : These couriers provide insurance up to HK$700 for loss or damage during local delivery.
*Convenience Store Pickup: Insurance for loss or damage is capped at HK$700.
*Other Couriers: Handled according to the specific logistics company’s regulations.
*Important: Shipping fees are non-refundable unless specific "Shipping Fee Insurance" was purchased.
d. Procedures for Damage or Loss (Report within 2 working days of receipt)
Warehouse Service Declarations:
1.With "Inspect Goods" Service: The warehouse will take photos of the items for your confirmation. However, if damage is discovered after arrival in Taiwan, you must still follow the claim process below. This service fee is a labor charge, not transport insurance; the warehouse does not provide damage compensation.
2.Without "Inspect Goods" Service: The package will not be inspected for item integrity or condition. The warehouse only checks for prohibited items or customs violations before shipping. Discrepancies should be addressed with the seller.
e. Evidence Collection (Keep all items and original packaging):
1.Photography: Take detailed photos of the exterior box, logistics labels, any external damage, internal packaging, and the damaged product.
2.Video Recording: Record a full video of the unboxing process. If already opened, record a video and take photos of the current state.
3.Documentation: Provide proof of the purchase price.
4.Reporting: Contact the courier's customer service to file a complaint and request an official damage assessment.
5.Our Role: If the courier requires the sender to initiate the claim, notify our customer service. Otherwise, you will deal directly with the courier.
6.Inspection: Cooperate with the courier's inspectors for site visits or verification requests.
f. Post-Reporting (Our non-participation):
*The courier company will contact you directly to determine liability and the final compensation amount.
*Compensation payments will be issued directly to you (the recipient).
*The entire process typically takes approximately 45 to 90 days.