Insurance and Compensation

Package insurance policies and compensation standards

Special Notice

If it is confirmed that a user has provided false information or credentials to fraudulently claim compensation, the platform will impose severe penalties, including "Account Suspension".

1. For "Item Damage" or "Item Defect" Claims:

Required Evidence: The claimant must provide a complete, unedited, and continuous unboxing video that starts before opening the package and clearly shows the damaged/defective condition of the item. This video is mandatory for review.

Penalty: If the platform verifies that the submitted video evidence is forged, altered, or significantly inconsistent with the facts, it will be deemed as providing false credentials. The account involved will be suspended for 1 month.

2. For "Entire Package Not Received" Claims:

Basis for Review: The platform will strictly rely on the final tracking information provided by the official logistics partner as the primary criterion for assessment.

Penalty: If the user falsifies facts, denies receipt, and provides false statements to claim compensation, especially when the tracking information clearly shows "Delivered" or "Successfully Signed For," it will be considered malicious fraud. The account involved will be suspended for 2 months.

1. Compensation Standards for Non-Insured Packages

1.1 Compensation Details

If your package is lost or damaged, and you did not purchase package insurance when submitting the shipping order, we will compensate you according to the compensation standards for the respective shipping route. You can contact our online customer service to apply for compensation.

1.2 Compensation Standards

Compensation varies by shipping route. Please contact customer service for details.

Disclaimer (Non-Insured)

  1. Force Majeure: Including but not limited to war, natural disasters (earthquake, hurricane, storm, flood, etc.), nuclear radiation, nuclear explosion, nuclear contamination, and other radioactive contamination.
  2. The customer is unable to provide relevant proof.
  3. Exceeding the application deadline (no inquiry or claim made within 7 days of delivery or shipment not made within 45 days), or the package was delivered within the application timeframe.
  4. The package is stolen or lost for some reason after dispatch.
  5. Items that are non-insurable, violate prohibitions or restrictions on mailing, and are confiscated by authorities or handled according to relevant laws and regulations.
  6. Damage or loss caused by customer liability, intentional action, or the inherent nature of the product itself.
  7. For transshipment orders, the compensation amount shall not exceed the customer's declared value.
  8. Other scenarios where compensation cannot be claimed.

How to Apply

Contact BuyByBW Customer Service

Payout Method

The claims department will verify the circumstances. If the claim complies with the insurance rules, the compensation amount will be directly refunded to the customer's account.

2. Compensation Standards for Insured Packages

2.1 Compensation Details

If your package is lost, damaged, or seized by customs, and you purchased package insurance when submitting the shipping order, we will compensate you for the actual shipping cost plus the actual value of the goods, up to the insured amount.

2.2 Special Cases

What should be done if the package is returned due to the recipient's reasons, but lost or resent during the return process?

  • Return lost: no return shipping fee + compensation for package value
  • Redelivery loss: refund of redelivery fee + compensation for package value

Disclaimer (Insured)

  1. Loss/Damage Coverage Exclusions: Parcel loss or damage caused by the recipient, as well as situations where the parcel is returned to the carrier's overseas warehouse or destroyed by the carrier due to the recipient's failure to accept the parcel in a timely manner, are not covered under loss/damage compensation.
  2. Customs Seizure Coverage Exclusions: Parcel confiscation resulting from the recipient's failure to cooperate with local customs clearance procedures, such as failing to pay required taxes and fees, is not eligible for customs seizure compensation.
  3. Force Majeure: Including but not limited to war, natural disasters (earthquakes, hurricanes, storms, floods, etc.), nuclear radiation, nuclear explosions, nuclear contamination, and other radioactive pollution.
  4. The customer is unable to provide relevant supporting documentation.
  5. Claims filed beyond the valid application period (no inquiry or claim made within 7 days of delivery, or shipment not dispatched within 45 days), or parcels delivered within the designated claim period.
  6. Parcels stolen or lost due to various reasons after dispatch.
  7. Items that are not insurable, violate prohibited or restricted mailing regulations, and are confiscated by authorities or handled according to relevant laws and regulations.
  8. Parcel damage or loss caused by customer responsibility, intentional actions, or inherent product characteristics.
  9. For transshipment orders, the compensation amount shall not exceed the customer's declared value.
  10. Other circumstances where compensation claims are not permitted.

3. Insurance Policy / Compensation Rules & Purchase Instructions

Worried about your package being seized by customs? Still concerned about various uncontrollable factors during international shipping?

To address users' concerns and safeguard their rights, BuyByBW offers shipping insurance to provide a more secure package delivery experience.

Insurance Coverage Types

1

Customs Seizure Insurance

If your package is seized by customs, we will compensate you based on your package details and BuyByBW' insurance compensation standards.

2

Package Loss/Damage Insurance

If your package is lost or damaged, we will compensate you based on your package details and BuyByBW' insurance compensation standards.

3

Insurance Coverage

Insurance purchase options for each shipping route: Customers can view and purchase insurance when selecting a shipping route. Some shipping routes include free insurance. If no free insurance is provided, customers need to purchase it separately.

BuyByBW reserves the final right of interpretation of the above content. Thank you for your understanding.