Regulations on handling of abnormal packages

In line with the principle of sincere cooperation, equality and mutual benefit, in order to ensure the reasonable interests of both customers and our company, we have formulated the following regulations on handling abnormal packages.

Chapter I regulations on compensation for lost parcels

Compensation conditions

If the package is lost during our operation, our company shall bear the direct liability for compensation. If the parcel is lost after being delivered to the corresponding postal agency, express company, express agent or transportation company and before reaching the recipient of the parcel, the liability for compensation lies with the corresponding postal agency, express company, express agent or transportation company. Our company will assist the customer in making a claim, but will not bear direct liability for compensation. When the customer applies for compensation, he shall submit it in writing and provide us with a written proof that the recipient of the package has not received the package and a proof of the value of the package.

Compensation amount

The compensation amount is the declared value entered by the customer in our company's logistics system or the actual value of the products contained in the package (that is, the value shown in the valid purchase voucher and invoice provided by the customer), whichever is lower. In case of package loss not caused by our company, the compensation amount and compensation period shall be subject to the compensation provisions of the corresponding responsible party.

Compensation ceiling

The maximum compensation for a single package of registered air mail (including Hong Kong registered mail, Shenzhen registered mail, Singapore registered mail, etc.) shall not exceed 320 Hong Kong dollars; the maximum compensation for a single package of international express mail (including EMS, DHL, UPS, FedEx, TNT, air mail package, Hong Kong Speedpost, etc.) shall not exceed 100 US dollars; the maximum compensation for a single package of international special line (including British special line and American special line) shall not exceed 300 yuan. If the value of the customer's package is high, the customer needs to buy insurance.

Registered items are not online

If the recipient still complains that the package has not been received and refunds are generated 30 days after the package is sent, the customer shall apply to our company in writing for compensation, and provide a refund certificate and a proof of the value of the package. The compensation amount is the declared value entered by the customer in our company's logistics system or the actual value of the products contained in the package (that is, the value shown in the valid purchase voucher and invoice provided by the customer), whichever is lower.

Time limit for inquiry and compensation

The inquiry and compensation application for registered items should be submitted within 3 months after the delivery of the parcel; Enquiries and compensation applications for international dedicated lines (including UK dedicated lines and us dedicated lines) and international express mails (including EMS, DHL, UPS, FedEx, TNT, air parcel, Hong Kong Speedpost) shall be submitted within one month after the delivery of the parcel. If compensation should be made by our company and the compensation conditions are met, we will make compensation within one month after receiving the inquiry and compensation application; If the compensation should be made by the corresponding postal agency, express company, express agent, special line agent or transportation company and the compensation conditions are met, the compensation time shall be subject to the time limit of the corresponding postal agency, express company, express agent or transportation company. Our company will assist the customer to communicate and submit the required delivery supporting materials, but does not guarantee the inquiry and claim results.

Chapter II regulations on compensation for wrong delivery of parcels

Compensation conditions

If the package is wrongly sent due to our operation, including failure to change the correct address as required by the customer, failure to send the correct package as required by the customer, failure to detain the package that needs to be detained as required by the customer, our company shall be liable for compensation.

Compensation amount

Our company will refund the relevant postage, express delivery fee and handling fee collected, and bear the actual surface mail postage incurred by returning the package or forwarding the package to the correct address, but will not bear compensation for the value of the items in the package or other indirect economic losses.

Chapter III change of mailing address or fastener

Change address

If the customer needs to change the mailing address after handing over the parcel to our company, he must notify our operation center in writing of the change before 21:00 on the day of delivery. If it is notified later than this time, our company can only try to change (100% of the change is not guaranteed) the address of registered or dedicated mail. If the change is successful, our company will charge an operation fee of 10 yuan per piece. In case of any additional expenses, the customer shall bear them.

Detain package

If the customer needs to detain the parcel after handing it over to our company, he must notify our operation center to fasten it before 21:00 on the day of delivery. Our company will refund the corresponding postage and registration fee, but not the handling fee. If the notification is later than this time, we can only try to detain (not guarantee 100% successful fastening) registered, special line or international express mails, and we must notify our operators to detain the parcels before we hand them over to the corresponding express companies, express agents, transportation companies, hongkong post or other carriers. If the fastening is successful, except for the handling fee, the postage and registration fee of registered items cannot be returned, and an operation fee of 10 yuan / piece will be charged. In case of any additional expenses, the customer shall bear them.

Chapter IV package return and expenses

If ordinary and registered air mails are returned due to unsuccessful delivery (such as incomplete address, wrong address, no signature, customs return, etc.), our company will import them from Hong Kong into Shenzhen and return them to the customer, and charge the customer a return fee of 30 yuan / kg (minimum 5 yuan / piece) to compensate our import expenses. If the customer abandons the return, please make a statement to our company at the time of delivery and mark "△" at the lower left corner of the back of the package. Failure to make this mark is deemed that the customer agrees to pay the corresponding return fee when the return occurs.

For packages sent back from abroad (such as due to quality problems, wrong products, returns, etc.), our company will collect and import them on our behalf, and we will charge a return fee of 30 yuan / kg (minimum 5 yuan / piece) to compensate our import expenses. In this case, our company suggests that customers coordinate with foreign senders to send packages directly to the Mainland address, so as to save the cost and time of importing from Hong Kong.

If international express (including EMS, DHL, UPS, FedEx, TNT, airmail parcels, etc.) and international special lines (including British special lines, American special lines, etc.) are returned due to unsuccessful delivery (including address error, recipient rejection, recipient refusal to pay customs duties, customs return, etc.), the customer shall bear the full cost. In case of any additional costs such as fines and destruction due to copyright problems, the customer shall also bear them in full.

If the returned package is transshipped through Hong Kong (including but not limited to: Hong Kong DHL, Hong Kong UPS, international special line, hongkong post air mail package, hongkong post surface mail package, etc.), the customer shall bear the relevant expenses imported from Hong Kong.

We will register the returned packages in the system. Please check them in package management - > check packages - > return to Shenzhen and ask for the returned packages from us in time. From the date of registration, our company is responsible for keeping the returned parts for 30 days free of charge for customers. If the returned parts are not claimed within the time limit, it will be deemed that the customers give up by default, and our company will no longer be responsible for keeping them.

Chapter V exemption clauses

Customs inspection or detention

When the package is unpacked and inspected by the customs during customs clearance, it may lead to delay in delivery, loss of the package, loss or damage of the contents (in whole or in part), or even seizure or destruction by the customs due to violation of customs clearance regulations. Our company will not be liable for the losses arising therefrom. Sensitive goods channel packages (such as peripheral EMS, UPS sensitive goods channel, DHL sensitive goods channel) are seized by the customs before leaving the country. Our compensation standard is RMB40 per kilogram. Our company will not be liable for compensation if the prohibited or restricted items are seized or destroyed by the customs in the international special line and various parcels of Hongkong Post, China Post and Singapore Post.

Missing or damaged returned parts

Our company will return the returned parts to the customer as they are. Since the return process of returned parts is beyond our control, we will not be liable for compensation if the returned parts are damaged or the items in the package are lost.

Inquiry and claim failed

For the package loss not caused by our company, we will assist the customer to make a claim to the corresponding responsible party and give feedback on the claim. However, the progress and results of the claim are beyond our control, and we will not be responsible for the possible processing delay or failure of the claim. The query raised by the customer and its processing shall be subject to the data in our system query management. Ordinary mail (the carrier does not provide package tracking barcode packages) does not provide inquiry and claim services.

Chapter VI supplementary provisions

Matters not specified in these Regulations shall be promulgated separately after supplement and amendment.