Shipping Guarantee Service Details
All parcels shipped via KEC International Transshipment enjoy free shipping protection, safeguarding your cross-border purchases and deliveries.
Comprehensive Coverage
All parcels are insured, including free warehouse return service, and coverage for lost or damaged items.
Independent Calculation
Insurance is calculated independently based on the shipment tracking number for clear and transparent processing.
Remaining Credit
Shipping cost credits are deposited into the related member’s account as remaining credit and can be used for future spending.
⚠️ Detailed Information on Lost and Damaged Parcels
1. Lost Parcels
* Factors beyond control such as last-mile delivery issues, political reasons, natural disasters, etc., are not covered within the scope of compensation.
Category | Shipping Fee Policy | Compensation Standard |
|---|---|---|
Pre-Tracking Shipments | Fully Refundable | Reimbursed based on actual loss (transaction screenshots with order numbers required). Compensation is capped at 3x the shipping cost or a maximum of 600 RMB. |
In-Transit / Tracked Shipments | Non-Refundable | Reimbursed based on actual loss (transaction screenshots with order numbers required). Compensation is capped at 3x the shipping cost or a maximum of 600 RMB. |
Delivered but Not Received | N/A | *Valid for total package loss only. No compensation for partial loss/missing items within a package.
If tracking shows "Delivered" but the recipient disputes receipt, a formal investigation must be filed within 10 days of the delivery date.
We will assist in opening a claim with the international carrier; however, we do not offer direct compensation for this scenario.
*Claims filed after 10 days will not be processed. |
2. Damaged Parcels
Definition: Refers to customer orders received within the normal validity period whose packaging is damaged, or whose internal goods are damaged or missing.
* Outer packaging intact but deformation or damage to fragile items does not fall within the scope of compensation.
Compensation Standard: Based on actual loss compensation (with transaction screenshots including order number), up to a maximum of 30% of the shipping cost.
⚠️ Claim Process
Please submit your claim request within 60 days of receipt of the goods. Late claims will not be processed.
Please prepare relevant purchase proofs related to the goods
(including order information, actual payment amount, and domestic tracking number)
* If necessary, KEC International Transshipment may require staff to provide additional information.
You can contact customer service directly, or send proof materials via email
* If any required information is missing or we cannot verify it, the claim request will be rejected.
After receiving the claim materials, we will review your documents.
Once approved, compensation will be made to your designated account within 7 working days.
Once the claim is successfully processed, we will notify you of the claim completion via customer service contact or email.
Do you need dedicated customer service consultation?
Our dedicated customer service team is online around the clock, ready to answer any questions you encounter during consolidated shipping at any time.
