Lost Parcel Handling

1. Compensation Terms

• 1. Coverage only from BUYUP warehouse to destination.
• 2. Seller-to-warehouse shipping not covered.
• 3. Report lost items within 48 hours after delivery via WangWang.
• 4. Late reports will not be accepted.
• 5. Max compensation: 1000 RMB / 1176 HKD per order. Oversea warehouse: 800 HKD.
• 6. Must declare items in APP for customs. No declaration = no compensation.
• 7. Liability limited to compensation. Buy extra insurance if needed.
• 8. Max compensation: 3x shipping fee for confirmed lost packages.
• 9. We reserve final decision on disputes.

2. Claim Procedures

• 1. Claim within 48 hours via WangWang.
• 2. Keep and photo package (clear tracking number + inner side).
• 3. Check quantity before opening all packages. No claims after opening.
• 4. Mark “damaged” or “missing” on receipt if package is broken. Otherwise no compensation.
• 5. No compensation for fake or prohibited items. Legal rights reserved.
• 6. Required documents:
  • 1) Tracking number;
  • 2) Package photos;
  • 3) Order proof with amount;
• 7. Processing time: ~5 working days after approval.
• 8. CN warehouse: Alipay. Oversea warehouse: Bank transfer.
• 9. Final decision by BUYUP.

3. Fragile Items Protection

• 1. Confirm strong packaging with seller. Use wood frame for fragile items.
• 2. Heavy items need reinforced packaging.
• 3. Leakable items must be sealed.
• 4. Add warning labels: FRAGILE, HANDLE WITH CARE.
• 5. Use bigger boxes for small/light items to avoid loss.
• 6. No compensation for damage due to poor packaging.