If something goes wrong
If a parcel is damaged or lost, here's how we cover it
We'd rather you know the coverage before shipping, not after something goes wrong.
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Standard coverage (no extra insurance needed)
- The standard liability limit is NT$10,000 per shipment.
- For damage or loss, compensation is based on the parcel's cost value at the point of dispatch, and does not include indirect or consequential losses.
Want higher coverage?
- You can declare the parcel's actual value and pay an additional premium when creating the order — the liability limit then rises to 10 times the declared value.
- Declaration and premium details are explained at order creation. Once we pay out the maximum compensation, ownership of the parcel transfers to us.
COD claims
- For COD amounts of NT$10,000 or more, the claim limit is NT$10,000.
What is not covered
- Force majeure events such as natural disasters, earthquakes, typhoons, or floods.
- The recipient's own intentional act or negligence, including improper handling before dispatch or after receipt.
- Cases where we already notified you of a delivery delay in advance.
- Cases where the item name, quantity, value, or special handling notes (fragile, perishable, etc.) were not accurately declared at shipping.
How and when to file a claim
- Damage or loss: submit a written claim with supporting documents within 7 business days of discovery.
- Disputes about parcel integrity: submit within 3 days of delivery.
- Disputes about the delivery result: submit within 30 days of pickup.
- Claims submitted after these windows cannot be accepted.
This page is a general summary. The signed service agreement between both parties governs the actual terms — please contact us directly with any questions.