Insurance & Claim

How do I file a claim for damaged items:

Please send the following materials to claim@usgobuy within 10 days after your parcel is delivered:

  1. A clear picture of the damaged items
  2. Copy of the invoice or purchase proof with item prices
  3. The picture of the shipping label

The compensation amount depends on damage conditions. If all of the items in the parcel are damaged and cannot be used, we will refund you the lower one of declare value and invoice, international shipping fee, and insurance fee.

Note: The above compensation terms are suitable for insured parcels. If you don’t buy insurance, we won’t compensate for damaged items.

 

 

How do I file a claim for lost items:

If your package is lost in our warehouse before shipping to you, we will refund you the lower one of declare value and invoice within 3 business days.

 

If the tracking information is unavailable more than 15 days(10 days for Fedex and DHL), you will be allowed to file a claim to USGoBuy with copy of the invoice or purchase proof with item prices, we will file an inquiry or claim to the couriers, then refund you the lower one of declare value and invoice, international shipping fee, and insurance fee.

Note: If you don’t buy insurance, the maximum international shipping fee we can compensate is $100.

USPS claims may take 20 to 60 working days from filing for research and response. It may takes longer if additional research needed.

 

If part of the items in your parcel are lost by our warehouse or couriers, please send the following materials to claim@usgobuy within 10 days after your parcel is delivered:

1.A clear picture of all of the delivered items

2.Copy of the invoice or purchase proof of the missing items

3.The picture of the shipping label

We will refund you the lower one of declare value and invoice.

Note: The above compensation terms are suitable for insured parcels. If you don’t buy insurance, we won’t compensate for partially lost parcels.

 

The following situations are not covered by insurance and claims:

  1. The couriers(particularly USPS) may send your package to another address by mistake, but it still shows delivered in their website. In this case we can assist to investigate your parcel with the couriers, but won’t make compensation to you.
  2. com is not responsible for any delays associated with customs difficulties. If your parcel is held by your local customs,please contact the couriers or your local customs agency to determine the rules and regulations on your imported items.
  3. If your parcels are returned by the couriers or customs due to inaccurate declared value, prohibited items, invalid address or other reasons, you have to afford all of the charges including but not limit to:international shipping fee, return fee, customs and duties(if any).

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