Package Protection FAQs

 

What does CAREBOX Package Protection cover?

 

Loss: Domestic packages not delivered 30 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered lost. (60 days for international packages.) Lost packages will be compensated for the actual item(s) value paid.

 

Damage: Covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. Damaged item(s) will be compensated up to the actual item(s) value paid.

 

Stolen: The courier delivered the package to customers’ doorstep, but is stolen by a thief. After the customers alerted the police, we affirm the item is stolen, will be compensated up to the actual item(s) value paid.

 

Delay: Domestic packages not delivered before the 15th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD

 

What products are excluded from Package Protection?

 

Single item or total shopping cart items value over $10,000

 

How to resolve your shipping issues?

 

Step 1. Shopper orders from the merchant, with Package Protection opted in.

 

Step 2. Shopper receives an email with their Package Protection cover details, as well as instructions on how to report an issue.

 

Step 3. If their package gets damaged or lost during transit, or is delayed, they can report the issue via CAREBOX Claim Portal.

 

Step 4. CAREBOX will programmatically assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.

 

Step 5. If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue does not qualify, an email will be sent to the shopper to notify them of the denial and the reason.

 

Is there any time limit for issue reporting?

 

For reporting an issue, please be aware of the following conditions and requirements:

 

Issues of loss, where the package is “not delivered” as per the carrier's information, must be reported within 90 days after the order date. Case of “porch piracy”, however, where the package is “delivered” according to carrier but not received by customer, must be reported within 48 hours from the time the carrier’s information is updated to “delivered”.

 

Issues of damage, where the package is delivered, must be reported within 48 hours from the time the carrier’s information is updated to “delivered”.

 

Issues of theft, where the package is delivered, must be reported within 48 hours from the time the carrier’s information is updated to “delivered”.

 

All issues must be reported within 7 days of the order date.

 

What documentation is required for a lost claim?

 

The following scenarios are considered a loss claim:

 

The tracking number for your order has marked your package “lost” by the carrier.

 

Your domestic package has not been confirmed as 'delivered' or updated 30 days after the initial shipment (60 days for international packages).

 

Filing a claim for loss requires customers to visit the CAREBOX Resolution Center to initiate the request.

 

To file and qualify for a claim of loss, the following supporting documents are required:

 

 

What documentation is required for a Damage Claim?

 

Filing a claim for damage requires customers to visit the CAREBOX Resolution Center to initiate the request.

 

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for a claim of damage, the following supporting documents are required:

 

 

What documentation is required for a claim of theft?

 

Filing a claim for theft requires customers to visit the CAREBOX Resolution Center to initiate the request.

 

To file and qualify for a claim of theft, the following supporting documents are required:

 

Proof of compensation for package problems requested by the customer/merchant from the carrier and one of the following documents:

  1. Police Report: A formal statement or reference number confirming the theft, issued by the relevant police authority.
  2. Video Evidence: Footage clearly showing the incident (e.g., theft or disappearance of the parcel).
  3. Carrier’s Loss Confirmation: Written confirmation from the logistics company acknowledging the loss or theft of the parcel.
  4. Authorised Third-Party Documentation: A signed statement from a qualified professional (e.g., a solicitor or notary) verifying the circumstances.

 

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