Shipping Protection Services

Shipping Insurance Claim Process & Regulations

Thank you for choosing our independent website for your purchase. To protect your rights and interests, we have formulated the following detailed shipping insurance claim process and regulations. This policy applies to all international shipping orders, and claims must be submitted within 90 days from the date of order placement.

Key Milestones in Transportation Coverage Definitions

Transportation Coverage Creation: Customer successfully pays for the order.
Transportation Coverage Takes Effect: After you ship the goods, the package containing the insured goods begins its logistics tracking. After the customer confirms receipt, your fulfillment of the contract ends. The remaining situation involves the needs of the customer and the insurance company. Whether the customer initiates a claim, the transportation coverage is in the process of processing, or the claim is completed, the policy remains in effect.
Premium Refund: After the insured goods have not been shipped and a full refund has been issued, a premium refund will be automatically initiated and returned to the customer via the original payment method.
Policy Cancellation: After the premium is successfully refunded to the customer, the policy relationship is terminated.
Policy Expiration: The policy will expire 90 days after its creation date. At that time, the customer will not be able to get a premium refund or file a claim.
Changes in Coverage: If an order has been paid for but not shipped, you can modify the delivery address after communicating and negotiating with the customer.

Note: Policy refunds must be initiated before the goods are shipped (before the policy takes effect). The refunded portion of the premium will no longer be deducted from your subsequent payments. Upon cancellation, the insurance contract relationship is immediately terminated.

Shipping Coverage & Compensation Details

Our shipping insurance covers three scenarios: Package Delay, Package Loss, and Package Damage. The specific compensation standards are as follows:

1. Package Delay

For international shipping, if a package is not delivered within 90 calendar days of being shipped, it is considered delayed, and the insurance company will compensate the customer with US$5.00.

2. Package Loss

For international shipping, if a package is not delivered within 45 calendar days of being shipped, it is considered lost.

For lost packages, the website will compensate the customer for the value of the goods (the specific amount is based on the customer's purchase payment). If the package's tracking status shows it has been delivered, but the customer reports not receiving it, it is considered lost or stolen, and this situation will also be considered a form of loss.

3. Damage to Packages

If a customer receives an item that is visibly broken, cracked, bent (if the item is inflexible), crushed, or otherwise rendered unusable, the website will compensate the customer for the value of the goods (the specific amount is based on the customer's purchase payment). This does not include items with manufacturing damage, incorrect packaging, or unsealed items.

1. Claim Eligibility & Coverage

Please confirm your situation meets the coverage requirements before submitting a claim. Our shipping insurance covers the following scenarios (consistent with the above coverage details):

Package Delay: The package does not arrive within 90 calendar days of being shipped due to international logistics factors.
Package Loss: The package is not delivered to the designated address within 45 calendar days of being shipped and is confirmed lost by the logistics carrier.
Package Theft: The package is marked as "Delivered" by the carrier but is stolen before you receive it (classified as a form of package loss).
Package Damage: The package or its contents are damaged during international transportation (excluding damage caused by improper packaging, manufacturing defects, or unsealed items).

2. Claim Time Limits

Please strictly abide by the following time requirements; late submissions will not be accepted:

Package Delay / Package Loss: Claims can be submitted starting 45 days after the order is shipped, but no later than 90 days from the date of order placement.
Package Marked as "Delivered" but Not Received (Theft Included): Claims must be submitted within 7 days after the carrier’s order page shows "Delivered".
Package Damage: Claims must be submitted within 7 days after the carrier’s order page shows "Delivered".

3. Complete Claim Process

Step 1: Prepare Required Documents

Before submitting a claim, please prepare the following documents to ensure the claim is processed smoothly (incomplete documents may lead to delays or rejection):

Order number (provided in your order confirmation email)
Shipping tracking number (provided after the order is shipped)
Screenshots of the carrier’s tracking page (clearly showing the delivery status, such as "Delayed", "Lost", or "Delivered")
For package damage: Clear photos/videos of the damaged package and its contents (showing the damage details and the package’s outer packaging)
For package theft/lost after delivery: Proof of non-receipt (e.g., a statement confirming you did not receive the package, or surveillance footage if available)
Your contact information (email address and phone number used when placing the order)

Step 2: Submit the Claim Application

Submit your claim through our official channel:

Locate the Freight Insurance Claim Portal in the footer section of our website. Fill out the claim form truthfully and submit your application.

Alternative submission method: If you encounter difficulties in submitting through the website, you can send an email to our customer service team (email address: service@westerntreads.com) with the subject "Shipping Insurance Claim - [Your Order Number]", and attach all required documents and claim details.

Step 3: Claim Review

After receiving your claim application, our customer service team will review the application and the attached documents within 5-7 business days. We may contact you via email or phone for additional information if necessary. Please keep your contact information unblocked.

During the review period, we will also verify the package status with the international logistics carrier to confirm the authenticity of the claim.

Step 4: Claim Approval & Compensation

If your claim is approved: We will notify you via email within 3 business days after the review is completed. The compensation amount will be determined based on the order value (excluding shipping fees, taxes, and other additional costs) and the insurance terms, and will be credited to your original payment account within 7-10 business days.
If your claim is rejected: We will notify you via email and explain the specific reason for rejection. You can supplement the required documents and re-submit the claim within 5 business days after receiving the rejection notice, provided it is within the original claim time limit.

4. Customer Service Contact

If you have any questions about the shipping insurance claim process or need assistance with submitting a claim, please contact our customer service team:

Email: service@westerntreads.com

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