Shipping Protection Policy

The written shipment proposal identifies the transport service, estimated transit range and latest delivery date. Confirm the goods, destination, packed measurements and applicable protection before paying the international freight. Keep the proposal, approval and payment receipt together.

The agreed transport period runs from receipt of your international freight payment. Delay is counted in calendar days from the day after the latest delivery date stated in the written quote. The delay bands below use that recorded latest delivery date.

The basis is the international transport amount actually paid, including the base international freight, fuel surcharge, agreed remote-area charge and necessary transport surcharges. Separately charged customs clearance, duties, VAT or GST, insurance, purchasing, storage and other non-transport items are excluded from this basis. A DDP total must retain a verifiable breakdown so the same costs are not counted twice.

You choose a refund or an account balance for the approved compensation. Keep your selection and the calculation with the shipment record. The ordinary applicable-order policy has no additional uniform maximum compensation amount. Any different arrangement for a special or bulk shipment must be agreed by both parties in writing before international freight is paid, with no retrospective change, and remains subject to applicable statutory responsibilities.

Only the evidenced time directly caused by the customer can be deducted from the delay calculation. Our own operational causes do not create an exemption. Ordinary carrier delays and routine customs checks do not automatically pause the clock. Exceptional customs events or force majeure require a case-specific review of the prior agreement, actual direct impact and applicable law, with supporting records and notification of any timing adjustment to the customer.

For a confirmed total loss, basic compensation uses the greater of 20% of the whole shipment’s applicable international freight basis or USD5 multiplied by its chargeable weight in kilograms. For a partial loss, use the verifiable lost portion’s chargeable weight and corresponding allocated transport charge, prioritising any separate freight record. Shortages inside a carton first require investigation of the cause and responsibility rather than an automatic division by item count.

A loss is confirmed by the carrier, or through dual review by our logistics lead and authorised management where the carrier has left the investigation open for a prolonged period but sufficient evidence establishes the loss. Tracking that stops updating is not enough by itself. Where evidence remains insufficient, investigation continues and applicable delay compensation still applies.

For verified transport damage on an ordinary applicable route, reasonable repair, replacement of the damaged part or a replacement shipment agreed by the customer is considered first. If reasonable repair or replacement is unavailable, cash compensation is based on the verified actual loss. The additional basic commercial damage remedy is limited to the greater of 20% of the affected part’s corresponding international freight or USD5 per affected chargeable kilogram, and cannot exceed the verified actual loss.

Minor wear to outer packaging with no product damage does not automatically result in compensation. Transport damage, our own fault, supplier quality defects and other responsibility are assessed separately. Our own fault and statutory responsibilities that cannot be excluded are not limited by the additional commercial damage cap. Being uninsured does not exclude responsibilities we must bear under applicable law.

For the same shipment under the same basic protection, compensation already paid for delay is deducted from the final confirmed-loss compensation and only a positive difference is added. Compensation already lawfully paid above that final amount is not reclaimed. Insured cover, carrier compensation and statutory responsibilities receive an independent review under the actual contract and law, with no unsupported offset.

Basic commercial shipping protection is separate from insurance. This website accepts voluntary insurance enquiries; it does not charge insurance premiums or issue cover before the required authorisation and actual policy are verified. For DHL, FedEx and UPS shipments, confirm the relevant carrier’s applicable coverage and claims terms for the actual service.

Provide the order or shipment reference, a description of the issue and your contact details to register a case. We retrieve internal evidence and ask you only for necessary information we cannot obtain ourselves. Missing material does not automatically close a case. Keep relevant goods, packaging and photographs safely and observe any external claim deadline the team identifies.

The team confirms receipt within two working days and gives an initial progress response within five working days. Once responsibility can be determined and the necessary evidence is complete, internal compensation review is completed within five working days. Open investigations receive an update at least every seven calendar days, with significant developments communicated promptly. If review cannot be completed on time, the team explains why and gives the next feedback date.

After approval and receipt of the necessary payment details, finance initiates the refund or compensation payment within five working days. The formally approved compensation currency applies. The original payment route is preferred where available; an account balance is used only when you actively choose it. If the original route is unavailable, the alternative is confirmed in writing.

We bear our ordinary outgoing-payment and processing fees. Intermediary and receiving-bank charges are disclosed and agreed in writing beforehand. For currency conversion, the rate basis and expected receipt currency and amount are disclosed first. Requirements for full receipt under law or agreement take priority. Actual receipt depends on the payment provider. A failed payment is investigated and rearranged while the approved compensation remains payable.

Use the Shipping Protection Policy with the written shipment proposal. Confirm unresolved route or handling conditions before approving dispatch. Service terms explain the two-stage purchase and shipment approval process.

Review the shipment’s written terms, transport service, payment receipt and approval record together. Use those records when submitting a concern or checking the calculation. Read the service terms and the separate voluntary insurance explanation.