Liability and insurance
Standard liability covers loss or damage caused by our handling, transit, or warehouse operations. Cargo insurance is the right top-up for freight loads and high-value shipments. Photo and signature proof on every order is the audit trail that backs every claim.
Standard liability
Section titled “Standard liability”Per-shipment liability cap, value verified against your declared value at handover. Most retail SKUs at typical retail AOV sit comfortably inside the standard cap. The cap covers our handling, transit, and warehouse operations; specifics are documented in your service agreement and confirmed during onboarding.
For sellers shipping in categories where SKU value structurally exceeds the standard cap (jewellery, premium electronics, designer goods), cargo insurance below is the right top-up rather than relying on standard liability alone.
When liability applies
Section titled “When liability applies”Loss or damage caused by our handling, transit, or warehouse operations falls inside the standard liability envelope. Practical examples:
- A parcel damaged by a forklift incident at the warehouse.
- Stock damaged in transit between our warehouse and the buyer’s door.
- A SKU lost during pick or pack that cannot be located after the standard investigation per damaged or lost.
- Damage caused by improper stacking or handling on our dispatch dock.
Each case follows the same audit-trail review documented in damaged or lost before the liability question is settled.
When it does not
Section titled “When it does not”Five categories sit outside standard liability.
- Acts of God. Extreme weather, fire, earthquake, port closures, government action.
- Customer-caused damage. A buyer who damages a parcel after accepting it at the door, or a buyer-side handling error during a return.
- Improper packaging on inbound. Stock that arrived at our warehouse already damaged or in packaging that does not protect the SKU through normal handling. The receiving GRN flags inbound packaging issues so the conversation happens before the SKU enters fulfilment.
- Prohibited goods. Anything on the prohibited list in restricted items is outside the envelope from the start.
- Pre-existing defects. SKUs that were defective at receiving and entered fulfilment without the defect being flagged.
Cargo insurance
Section titled “Cargo insurance”Available on freight shipments and high-value retail shipments. Priced based on declared value, quoted per shipment so you can decide insurance line by line for higher-value cargoes.
- All-risk cover. Standard institute clauses, covers in-transit damage, partial loss, total loss, general average.
- Named-peril cover. Narrower (and slightly cheaper) policy when finance prefers a specific perils list.
- Quoted at quote stage. Ask for the insurance quote alongside the freight quote; you can decide per shipment whether to add it.
- Claim handled by us as the insured. We file with the cargo insurer on your behalf and keep you updated weekly until resolution.
For sellers in damage-prone categories shipping freight from China regularly, the practical pattern is cargo insurance on every freight inbound and on retail shipments above a per-order threshold you set with your account manager.
Filing a claim
Section titled “Filing a claim”Single channel, documented end to end on the operations side. See damaged or lost for the full filing path: email [email protected] with the order ID, photos of the damage or proof of loss, and a brief description.
We respond inside the same business day with the per-order audit trail and the resolution path. Standard liability cases close inside the same business week; insurance claims add the insurer’s processing window on top, with weekly updates from us until resolution.