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Cargo Insurance and Compensation for Loss or Damage： Suggested Voice Explanation
(1) Compensation for Insured Lost Packages:
The insured amount for international packages = the declared import/export value = accurate information must be provided.
(Note: This offers better security but may result in duties/taxes, which are the recipient’s responsibility)
1. Loss insurance covers the complete loss of the package, with a maximum compensation of NT$20,000.
2. Partial loss of items will require investigation and determination by the international courier company to establish the compensation amount.
3. Shipping fees for international courier services are non-refundable.
4. Basic insurance fee starts at NT$440. Packages with declared values over NT$20,000 are not accepted for insurance. It is recommended to include the shipping fee in the total insured amount.
(2) Compensation for Uninsured Lost Packages:
a. You may declare a lower value to reduce the chance of high customs duties; however, in case of loss, compensation is based on weight, not on your declared value.
b. During local pickup within Taiwan to Taipei (TPE) warehouse:
• Automatically insured for full package loss up to NT$10,000.
• If loss occurs during pickup in a foreign country to the consolidation warehouse, automatically insured for up to NT$3,000.
• If you have concerns, please inform customer service to help you purchase additional insurance.
c. During delivery by international courier to the destination recipient:
1. Full loss of goods: If the shipment is not insured, compensation for each air cargo (including road transport or layovers) is limited by the Montreal or Warsaw Conventions, whichever is applicable.
• Compensation is NT$52 per kilogram, with a maximum of NT$3,000.
2. Partial loss of goods:
• If the international courier confirms that the loss occurred abroad, no compensation will be provided.
• If the recipient wishes to seek compensation from the local international courier abroad, they must contact the local courier directly.
• We can assist by providing relevant documentation but cannot be held liable for compensation. If concerned, please inform customer service to purchase additional insurance.
3. Damage to goods:
• The recipient must first file a claim with the international courier in their local country.
• Compensation will be determined and negotiated by the international courier in the destination country.
• If compensation is granted, the full amount will go to the recipient.
• We will help provide documentation and assist via the Taiwan-based courier representative, but no additional compensation will be provided by us. If concerned, please inform customer service to purchase additional insurance.
(3) In Case of Package Loss or Damage – Time for Resolution:
a. A resolution is usually available within 14–30 days after the claim is filed.
• We will handle the application process following the package loss procedure.
• Feel free to contact our customer service team with reminders or inquiries during this period.
b. Please understand that we are a transportation service agent, not a customs officer or official authority, and we do not determine compensation rulings.
• If customs detects prohibited or restricted items not declared or properly documented (e.g., composition, specifications), the package may be returned to Taiwan, destroyed, or subject to fines and charges, all of which must be covered entirely by the sender.
• We strongly recommend the recipient checks with local customs or relevant authorities about what items are allowed before shipping.
• We are not responsible for any compensation in such cases.
PS: By creating a shipping order, you acknowledge and agree to the full explanation above.