While ACBuy strives for a seamless delivery experience, shipping issues like damage or loss, though rare, can occur. Knowing your rights and the proper procedures is key to a swift resolution. This guide details ACBuy's insurance policy, the step-by-step claim process, and how to secure compensation.
ACBuy's Shipping Insurance Policy
All orders shipped via ACBuy's official logistics channels are automatically covered by our Basic Shipping Protection. This policy entitles you to file a claim under the following circumstances:
- Parcel Lost in Transit:
- Visible Damage to the Parcel/Item:
- Significant Item Missing from Parcel:
- Visible Damage to the Parcel/Item:
Important Note:
The Claim Process: A Step-by-Step Guide
Acting promptly and providing thorough documentation is crucial for a successful claim. Follow these steps:
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Document the Issue Immediately
Upon receiving a damaged box or discovering an issue, take clear, well-lit photographs from multiple angles. Include images of:
- The outer shipping label.
- All sides of the damaged packaging.
- The damaged or missing item itself, including any serial numbers.
- All original packaging materials.
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Contact ACBuy Support Within 48 Hours
File a report via the "Help Center"[email protected]
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Submit the Official Claim Form
Our support team will initiate a claim case and send you a formal claim form. Complete this form accurately, detailing the loss or damage and the desired resolution (refund or replacement).
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Investigation and Resolution
ACBuy will liaise with the carrier to investigate. This process typically takes 5-10 business days. You will be notified of the decision via email. For approved claims, compensation will be processed to your original payment method or a store credit will be issued, depending on your preference and product availability.
Understanding Your Compensation
Compensation for approved claims is based on the nature of the issue and your order value:
| Issue Type | Standard Compensation | Notes |
|---|---|---|
| Lost Package | Full item value + shipping costs refunded. | If the item is later found and delivered, you may be contacted to return it or pay for it anew. |
| Damaged Item | Partial or full refund based on assessed damage, or a replacement if available. | You may be required to return the damaged item, often at ACBuy's expense. |
| Missing Part from Kit | Refund for the value of the missing component or shipment of the missing part. | Applicable only for multi-part items where the primary packaging was breached. |
Proactive Tips for a Smooth Experience
- Inspect Before Signing:
- Keep All Packaging:
- Use ACBuy's Verified Logistics:
- Keep All Packaging:
Although encountering a damaged or lost package is frustrating, ACBuy is committed to supporting you through our clear insurance and claim process. By documenting the issue thoroughly and contacting our support team promptly, you can ensure a fair and efficient resolution.
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