Step 1: Document the Issue Immediately
- For Damaged Parcels:external shipping boxinternal item and its packaging
- For Lost Packages:
- For Concealed Damage/Missing Items:
- For Lost Packages:
ACBuy Shipping Protection: Your Guide to Damaged or Lost Packages
2026-02-03
While ACBuy's network ensures reliable delivery, shipping issues, though rare, can occur. Rest assured, you are protected. This guide details our policy and the straightforward steps to resolve any problems with your order.
All orders shipped through ACBuy's consolidated shipping service are automatically covered by our standard Parcel Protection Insurance. This policy covers:
- Lost Packages:
- Visible Damage:
- Concealed Damage/Missing Items:
- Visible Damage:
Important:
Follow these steps to file a claim for compensation efficiently.
Step 2: File a Claim via Your ACBuy Dashboard
Navigate to "My Parcels""Report an Issue".
- Select the issue type: Damaged on ArrivalPackage Lost.
- Provide a detailed description of the problem.
- Upload all supporting evidence (photos, videos, tracking details).
- Submit the claim. You will receive a confirmation email with a Claim Ticket Number.
Step 3: Claim Review & Resolution
Our support team will review your claim, typically within 3-5 business days.
- We may request additional information if needed.
- Once approved, your compensation method will be activated based on your preference and the nature of the claim.
Upon claim approval, ACBuy offers the following compensation solutions:
| Issue Type | Primary Compensation | Alternative Options |
|---|---|---|
| Lost Package | Full refund of item value and shipping costs (to ACBuy wallet or original payment method). | Reshipment of identical items if available. |
| Damaged Item | Partial or full refund based on the extent of damage. | Store credit bonus for future orders, or replacement (subject to stock). |
| Partial Loss/Concealed Damage | Proportional refund for the affected items. | Coupon for a discount on a reorder. |
Inspect at Delivery
If the box is severely damaged, consider noting "Damaged" on the carrier's delivery receipt before accepting it.
Keep Everything
Do not discard the damaged box or internal packaging until your claim is fully resolved. They are crucial evidence.
Act Quickly
Claims must be filed within 7 days of delivery40 days of shipment
Use Consolidation Wisely
Properly consolidating items and declaring high-value goods accurately strengthens your claim.
Inspect at Delivery
If the box is severely damaged, consider noting "Damaged" on the carrier's delivery receipt before accepting it.
Keep Everything
Do not discard the damaged box or internal packaging until your claim is fully resolved. They are crucial evidence.
Act Quickly
Claims must be filed within 7 days of delivery40 days of shipment
Use Consolidation Wisely
Properly consolidating items and declaring high-value goods accurately strengthens your claim.