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.
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 doesn’t 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?
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 7 days from the time the carrier’s information is updated to “delivered”.
Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
All issues must be reported within 90 days of the order date.
