Before signing for the goods, check if the parcel’s packaging is intact and that there is not a significant difference between expected and actual weight. You can choose to photograph or record the unboxing immediately. If there are any irregularities, you can refuse the delivery.

If the parcel or its contents are found to be damaged, please prepare the following documents and keep all the packaging and contents of the parcels until the investigation is completed.

Dangerous goods and prohibited items.

Parcels containing liquids

Second-hand or used items

Fake or counterfeit goods (including products ordered from second-hand platforms)

Fragile, unprotected and easily damaged items (such as ceramics, glass, LCD screens, books, paper products, plastic products, etc.)

The shipment itself was improperly packaged and did not provide suitable protection for the goods.

Shipments with original packaging and intact packaging will not be compensated for any damage.

The packaging is deformed, torn, cracked, etc. but the goods are intact.

Non-carton or wooden box packaging, non-sealed packaging, etc.

The shipment is not claimed within 30 days after it arrives at the overseas warehouse.

Any damage or loss, which may be due to

Negligence or actions by any customs agency, carrier company, or government officials, such as customs returns, flight delays, et cetera

Parcels with improper, incomplete, or false declaration information, or which lack a valid tracking number

Parcels with false proof of receipt, inaccurate pre-declared information, wrong delivery from sellers, or no inbound information

Suspicious or fraudulent websites, or any inability to contact the sellers

Parcels that lack a valid signature by a receiver at a Buy&Ship warehouse, or that lack certified proof of delivery by the responsible overseas courier to our overseas warehouse

Incorrect or inaccurate overseas shipping address which is not the same as the warehouse address provided in Buy&Ship’s member centre

Parcels lost due to the fault of the sender (e.g. providing invalid/fake documentation)

Parcels damaged, deteriorated, or in otherwise poor condition upon arrival at a Buy&Ship warehouse, or which contain quantities of goods different from the amount ordered from the seller (Not applicable for orders protected by Purchase Protection)

Parcels with contents that have passed their shelf life, warranty period, or other time-sensitive conditions due to customs clearance

Losses due to fluctuations in market prices

Transportation accidents, invasions, insurrections, strikes, or other regional disputes, such as civil disturbances, terrorist attacks, or war during parcel transit

Radioactive contamination

Any temporary prohibitions, restrictions or sanctions on exporting or importing goods imposed on any of Buy&Ship’s export or service regions