Claim Policy

Complete information regarding procedures, document requirements, and compensation policies for your shipment issues.

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Claim Time Limit

Claim submission must be made no later than 7 days after the package status is received (POD) or the expected arrival date.

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Insurance Protection

Shipments with insurance will receive compensation according to the declared value of the goods.

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Non-Insurance Compensation

Non-insurance compensation is subject to the policy of each courier partner. In general, the maximum compensation is up to 10 times the shipping fee for domestic shipments and up to USD 100 for international shipments, depending on the declared value of the goods provided at the time of shipment.

Required Documents

Prepare the following documents to speed up the investigation process:

  • ID Card (KTP/Passport) of Sender/Receiver
  • Clear Photo of Physical Receipt
  • Unboxing Video (Specifically for damaged goods)
  • Purchase Invoice / Proof of Price
  • Bank Account Number for Compensation

Claim Rejection Terms

Claims may be rejected if the following conditions are found:

  • Packaging does not meet safety standards.
  • Item description does not match package contents.
  • Exceeds the 7-day time limit.
  • PROHIBITED_ITEMS_LABEL

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