Parcel protection program

  • What kinds of compensations are there?

    If the package was lost. Maximum compensation is the insured price of the contents but not more than real and declared cost. We will also refund the money for delivery.

    In case of partly missing contents. Compensation for shortage in the package is calculated by invoice cost of the missing items (but cannot exceed the declared price). The delivery cost is not recovered as the delivery itself was effected.

    For damaged contents. Insurance compensation for the damaged item is calculated depending on the kind of damage and evaluation of the inflicted damage.

    If you received damaged items, you can only count on partial compensation, except in cases of total damage leading to complete destruction of the items. The sum of partial compensation is calculated individually. The delivery cost of the package with damaged enclosure is usually not recovered, however, in each case the decision is made individually. Contact our Support and attach as many documents as possible (photos, reports, video, etc.).

    You can also return the damaged contents and get full compensation according to the invoice cost (but not more than insured and/or declared price). The return address will be provided by Support service. The cost of return shipping of the damaged items is paid by you, you can choose any delivery method but it should have a tracking option (tracking number).

  • In what cases the delivery cost is recovered?

    Only if the package was lost and wasn’t delivered.

  • How is the insured sum calculated?

    When you fill in the declaration for an outgoing package, you specify the cost of each item. The data is automatically summed up. The final sum is the declared cost of the enclosure and the insured sum as well.

  • When do I have to pay for package protection?

    The amount will be charged off your account together with the delivery cost before the package is shipped from the warehouse.

  • How is Parcel protection program cost calculated?

    The price depends on the items in your package. The payment according to Parcel protection program is 2% of the sum of package contents cost and its international delivery (for most delivery methods). The payment is 3% for EMS packages. The invoice cost of the items must be the same as the declared cost.

  • Do you offer Parcel protection program for incoming packages?

    Our Parcel protection program covers only outgoing packages.
    If you want to insure your package at the stage of its delivery from the shop to our warehouse, contact the shipper store before placing an order.

  • Can I cancel Parcel protection program? Can I use it again after I have cancelled?

    You can cancel Parcel protection program and recover the amount charged for the service but only if the package is still at the warehouse. If the package was sent, you can’t cancel Parcel protection program.
    If the option hasn’t been enabled when creating the package and the package hasn’t been sent yet, contact Support service to enable it.

  • If there are damaged items in the package, do I have to decline it or receive anyway?

    You can decline the package only if the items were completely destroyed and are beyond repair or if you received an empty box (in this case you have to provide a report from transport/mail company for your claim to be considered). In all other cases you don’t have to decline the package.

  • How can I initiate a dispute?

    Contact our Support Service and describe the faced problem in details. You must inform us of the occurrence of the insured event within 7 days of receiving the package and no later than 90 days after the date of its shipping from our warehouse.

  • How much time do I have to inform you of the occurrence of the insured event?

    You have to let us know immediately if damage or shortage of the contents has been recorded. You have 7 calendar days after the delivery date to provide documentary evidence and send your claim.

    Contact Support service if the tracking number status hasn’t been updated for more than 14 days. We will start searching for the package and if the delivery service declares it lost we will pay you a compensation.

  • What information do I have to provide to draw up an insured event?

    Depending on the case you will need to provide:

    • copy of mail/courier service report;
    • invoice from the seller/shop where you bought the item;
    • photos/other visual materials relating to the item description apart from the invoice (for example, photos of a similar item from the website);
    • photos of wrapping material/package wrapping;
    • detailed photos of damage if there is any.

    Also expert evaluation of repairs — if the contents are damaged.

    You have 7 days to provide the required information.

  • How long does it take to consider an insured event?

    Insured events are considered individually. The time depends on the type and availability of all the documentary evidence. Usually they are considered within 7-30 days.

  • How is the compensation paid?

    If you win the dispute, Support service will notify you of the forthcoming compensation payment. This sum will be refunded to your account on the website and can later be withdrawn to the card that you usually use or to a PayPal account if the sum is greater than the initial topping up.
    If the package is found after the compensation has been paid, we will have to charge the compensation off your account that you received according to Parcel protection program even if it results in a debt.

  • What do I do with the damaged item and wrapping while the dispute is in progress?

    It’s necessary to keep all the documents, items, and package wrapping in their original condition as you received them before a decision is made on your claim: don’t use them, don’t destroy them.

  • My package wasn’t protected, what do I do in case of the insured event?

    If you aren’t using Parcel protection program, we won’t accept your claim and/or pay a compensation for the damaged package. You can try to get a compensation from the carrier within the legislation of your country.

  • What is a tracking number?

    It’s a unique number for tracking your package. It allows tracking its location at all the stages of delivery. Tracking numbers for Express methods (Express, Air, Blu) as well as LiteMF Priority and LiteMF EMS can be tracked in your account. Tracking numbers of local mail services can be used to track the packages on their websites.

  • How does Parcel protection program work?

    Parcel protection program covers the following cases:

    • the package was lost;
    • the package contents are damaged;
    • missing item/s in the package.

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