Lost & Damaged Packages: How Our Compensation (Claim) Policy Works

A plain-guide to our claim terms — read this if you are a customer abroad, a student studying overseas, or anyone using our cross-border consolidation shipping service.
If you are shopping online and shipping packages home through us, you want peace of mind: “What happens if my package gets lost or damaged?” This blog explains exactly that. It walks you through our claim and compensation rules step by step, in simple language, so you know what you can be compensated for, how much, and — most importantly — when you must take action.

All amounts below are in RMB / ¥. Compensation is paid per kilogram (KG) of the package’s weight.

The Compensation Table at a Glance

We offer four main shipping methods: Air, Rail, Truck / Road freight, and Sea. Depending on when and how a package is lost, you get a different level of compensation.

1. Time Limits — Act Fast or Lose Your Right to Claim ⚠️

This is the part overseas students and clients often miss. Every claim has a strict deadline. If you report too late, we can no longer accept your investigation or claim.

1.1 Packages with NO tracking info

Count the days from the date your package left our warehouse. If a package still shows no tracking update beyond the following periods, we will no longer accept an investigation or a claim:

1.2 Tracked but not yet delivered

If the official tracking has no update for more than one week after dispatch, you may request an investigation. We will file an inquiry with the overseas carrier on your behalf.

1.3 Shown as “Delivered” but you didn’t receive it

If the tracking shows delivered/signed for but you say you never got the package, you have 10 days from the delivery date shown on the tracking to request an investigation. After 10 days, we will no longer accept it.

We will help you file an investigation with the overseas carrier, but we do not pay any compensation for this type of case.

1.4 Damaged packages or missing contents

We can help you file an investigation, but we do not accept claims for damaged packages or missing items inside the package.
Please pack fragile items properly with protection —The best way to avoid disappointment.

2. What Is NOT Covered (Exclusions)

These situations are not covered by our claim policy, even if your package is lost or delayed:

• Force majeure— natural disasters (typhoon, earthquake, flood, hail), government actions (such as seizure or requisition), and major social events (strikes, riots). Loss or tracking interruptions caused by these are outside our compensation scope.
• Your own mistakes— for example, a wrong or under-stated declaration that leads to security or customs seizure, or confiscation of the goods. We will still help with customs clearance, but we take no responsibility and will not pay any customs fines.
• Customs inspection without cooperation— if your package is inspected by customs, you must cooperate and provide a detailed, truthful list of the items. If you cannot provide it, or provide false information, and the package is detained by customs, no compensation is given.

3. Special Rules You Should Know

• Check your own information before ordering. Please verify that your address is correct and your declaration is truthful before you confirm your order. Once your order is placed, we follow the data you submitted. If your information was wrong and it causes costs or consequences, you bear them yourself. (Compensation owed to you, if any, may be deducted from your future shipping fees.)
• No “declared value” compensation. We do not pay compensation based on the value of the goods. All goods are compensated on the per-kilogram basis shown in the table above — not on how much the items are worth.
• Special sensitive goods. Some goods are “sensitive”, such as high-end replicas / branded copies and meat / food products. If customs spot-checks these, compensation is:
• Air: ¥40/KG
  Sea: ¥10/KG

4. Quick Checklist

To protect your right to claim and to keep shipments smooth:

• ✅ Enter the correct shipping address.
• ✅ Provide a truthful and complete item declaration.
• ✅ Pack fragile or valuable items carefully (bubble wrap, cushioning, strong boxes).
• ✅ Check tracking regularly and report problems within the time limits above.
• ✅ Keep any evidence (order info, tracking screenshots, package photos) in case you need to file a claim.

Please read this policy carefully before placing your first order. If you have any questions, our customer service team is here to help.