Insurance & Claims

1. Insurance Services

For all oversea consolidation orders. users voluntarily select insurance services. The insurance fees are charged at 2% of the declared value, and the minimum insurance fee charged for each consolidation order is ¥15.00.

 

2. Claim Standard

Insured Amount: The value that you insure a single item when you submit a consolidation order. The maximum price that Toppgo can accept is ¥4000.00/single item.

Commodity value: refers to the actual transaction amount of the item you purchased. When making claims, you should provide invoices, screenshots of the order, etc., which can prove the value of the items.

(1) Loss of purchasing service orders

For lost items that are purchased by us or lost orders that the customer has shipped to and accepted & sorted by our warehouse prior to being passed for international shipping , a compensation amount equivalent to the actual paid amount upon purchasing is granted.

(2) Insured & completely lost orders

  • When the insured amount is greater than the actual commodity value, the actual commodity value is paid as compensation.
  • When the insured amount is less than the actual commodity value, the insured amount is paid as compensation.

(3) Insured & partially lost orders

  • When the insured amount is greater than the actual commodity value, the actual commodity value of the lost item is paid as compensation.
  • When the insured amount is less than the actual commodity value, the compensation is according to the proportion of the items in the entire package * the amount insured.

For example: 1 pair of shoes worth ¥ 200.00, a coat worth ¥ 300.00, sent from China to Germany in one order, the customer only receives a pair of shoes upon delivery:

  • If the insured amount is ¥600.00, the compensation amount is ¥300.00;
  • If the insured amount is ¥400.00, the compensation amount is ¥400.00*¥300/(¥200+¥300)=¥240.00;

(4) Uninsured & completely lost orders

  • Compensation is paid at 2 times the actual paid shipping cost

(5) Uninsured & partially lost orders

  • If the value of the lost items is greater than the total shipping cost*2, the compensation would be the proportion of the items in the total shipping cost*2
  • If the value of the lost items is less than the total freight cost*2, the compensation equals the value of the lost items,

(6) Compensation for damages must be compensated according to the damage situation, please contact our customer service for confirmation.

Note: The shipping fee or value-insured fee will not be refunded in all of the above claims.

 

3. Claim Process

(1) Loss of purchasing service orders

  • Contact Toppgo customer service and explain the situations within 10 business days from the date of loss.
  • Provide a screenshot of the order, a product invoice, or a document that proves the value of the item.
  • Compensation will be completed within 7-15 business days after the claim is accepted.

(2) Complete loss

  • Contact Toppgo customer service and explain the situations within 10 business days from the date of loss.
  • Provide a screenshot of the entire order, all product invoice, or all document that proves the value of the item.
  • Compensation will be completed within 7-15 business days after the claim is accepted.

(3) Partial loss & damage

  • Contact Toppgo customer service within 2 business days upon the receiving of the package to explain the situation.
  • Provide out-of-box video.
  • Provide an invoice for all items (including lost items) in the entire package or a document that proves the value of the item.
  • Compensation will be completed within 7-15 business days after the claim is accepted.

* Please note that all the information mentioned above is required. Users who fail to provide will not be compensated.

 

4. Waiver

(1) Due to force majeure;

(2) Unable to provide claims information;

(3) The parcel has been delivered and signed but the compensation application is submitted within 2 business days;

(4) Passing the due date for claims;

(5) Detained, confiscated or destroyed by the customs (Toppgo will provide customs evidence);

(6) Loss due to incorrect shipping address provided by customers;

(7) Fragile items that are damaged;

(8) The outer box and the packaging are not damaged, but leaks appear, which is an inherited problem of the bottle and cannot be compensated;

(9) Lipstick, blush, mascara and other items that are deformed, which is caused by physical changes in the cabin pressure, and cannot be compensated;

(10) The shopping platform missed the delivery, and the customer did not select the item inspection service.