Insurance and indemnity

During the international logistics transportation process, there exist three typical abnormal package conditions, namely, package delay, package loss, and package damage.

In regard to the two circumstances of package loss and package damage, compensations will be provided in accordance with the compensation criteria of each shipping route. You have the option to apply for after-sales service or get in touch with the online customer service to claim compensation.

The measurement benchmark for the time limit of compensation disbursement is as follows: The calculation of the package sending node commences from the moment it is dispatched from the warehouse.

Effective Date: January 1, 2025.

Compensation Disbursement Procedure: Customers reach out to the customer service. Once the customer service validates the situation, the compensation sum will be directly credited back to the user's account.

The maximum insured amount for a single insurance policy is set at 800 US dollars, and the premium is levied at 5% of the insured amount. In the event of package loss or damage, compensation will be made based on the actual value, with the maximum capped at the insured amount.

For packages without insurance coverage, if the value is less than 100 US dollars, compensation will be granted according to the actual price, with the maximum not exceeding 100 US dollars per bill.

II. Disclaimer

1. Force Majeure Factors: including but not limited to war, natural disasters (such as earthquakes, cyclones, storms, floods, etc.), nuclear radiation, nuclear explosion, nuclear pollution, and other radioactive contamination causing direct or indirect loss or damage;

2. The user is unable to provide the necessary documentation required for compensation;

3. If the time limit for applying for compensation is exceeded (no inquiry or compensation claim made within 7 days of package receipt or 45 days after delivery), the package must have been normally signed during the compensation application period;

4. Theft or unexplained disappearance post-delivery;

5. Where the goods contain uninsurable items or violate prohibitions or restrictions on delivery, they will be confiscated or handled according to relevant laws and regulations;

6. Loss or damage caused by the owner's responsibility, intentional act, or negligence, or due to the nature of the goods sent;

7. Other circumstances that do not fall under the liability for compensation.

Insurance Purchase and Description

1. When purchasing insurance, users need to specify the insured value of the goods in the package;

2. For insured values less than 100 USD, the insurance fee is 5 USD per shipment;

3. If the insured value exceeds 100 USD (not included), the premium rate is 5% of the insured amount. For example, if the insured value of your purchased goods is 50 USD, you need to pay a protection fee of 5 USD since 50*5%=2.5 USD is less than 5 USD;

4. The minimum insured amount for a package is 1 USD, the maximum insured amount for a single product is 800 USD, and the maximum insured amount for a single package is also 800 USD;

5. The insured amount serves as an important reference for compensation. Please fill it out based on the actual value of the package. If the proof provided at the time of compensation does not match the insured amount, compensation will be paid according to the insured amount and the proportion of the actual loss, with the maximum package compensation not exceeding the insured amount.

Purchase Import Instructions

1. Users can pick up the parcel in "My Warehouse", select the logistics route, and choose this value-added service: peace of mind protection for the parcel sent;

2. After purchasing Peace of Mind protection, users can view the purchased information in "My Package - Package Details".

Description of Uninsurable Commodity Categories

1. Goods infringing intellectual property rights;

2. Documents and certificates;

3. Ticket products, tourism service products;

4. Securities, jewelry, jade, art, gold jewelry, and other precious items;

5. Virtual goods, digital goods, and other non-physical goods;

6. Tobacco and tobacco products (including cigarettes, electronic cigarette products, etc.);

7. Blood products, vaccines, pharmaceuticals (other than health products) and other controlled articles;

8. Wood, rubber, bulk chemical goods, plants, animals, frozen food, fresh goods;

9. Major machinery and equipment, automobiles, motorcycles, ships, aircraft, yachts, wind power related equipment, and blades;

10. Solar modules, semiconductors, silicon wafers (monocrystalline silicon, polysilicon, etc.);

11. Medical equipment, precision equipment with shock-proof and anti-tilt requirements (such as semiconductors, photovoltaic production equipment, etc.);

12. All kinds of corrosive items (hydrochloric acid, sulfuric acid, nitric acid, sodium hydroxide, pure battery products, etc.);

13. All kinds of inflammable and explosive dangerous goods;

14. Articles and containers of various radioactive elements and their synthesis;

15. Other hazardous, dangerous, prohibited, or restricted goods as defined by the International Air Cargo Association, the International Civil Aviation Organization, and other relevant government departments or organizations.

Surrender Instructions

If you cancel the delivery of the package before it leaves the warehouse, all purchased protection services will be canceled and refunded. Once the package is dispatched, the Peace of Mind guarantee cannot be canceled separately, so please purchase with caution. (Domestic return, international return will not refund the insurance fee)

Guarantee Period

The cover shall take effect from the establishment of the transaction in the covered goods until the goods arrive at the destination specified in this Cover Service Sheet. The total protection period shall not exceed 100 natural days, and DGOBUY reserves the right to refuse to accept the application.

Claims Standards and Rules

1. Parcel loss (determined by a certificate issued by the logistics provider);

2. A claim can be submitted if the package is not updated after a certain period; (Standards refer to the "Time Limitation Standard for Applying for Value Insurance for Each Line")

3. Damage caused by total or partial damage to the package during transportation;

4. "Fragile products" must purchase the platform-recommended reinforcement service before compensation;

5. Users need to provide proof of commodity value when applying for compensation. If the insured amount of the package does not match the actual value of the package, the insured amount and the proportion of the actual loss will be paid to you.

Explanation of Claims

When making a claim, DGOBUY will assign a dedicated customer service representative to assist you, which usually requires but is not limited to the following materials:

Time limit for claim: within 30 days from the date stated in the certificate of loss issued by the logistics carrier. DGOBUY reserves the right to reject any report beyond this period.

Demand for claims materials

1. Package PN code information;

2. Screenshot of the actual owner's transaction, reflecting the ownership and value of the goods;

3. Certificate of loss issued by the logistics carrier;

4. Other certificates approved by DGOBUY;

5. List of damaged property losses (see Annex II: List the name, model, quantity, unit price, loss degree, amount, etc.);

6. Photos of the accident scene and damaged property;

7. Inspection report of the goods in danger (stamped by the testing unit). Electronic products, 3C products must provide the manufacturer's inspection report when the goods are damaged;

Claim Entrance

1. When the user applies for claims, please enter "My Package" - "Application After Sale" - select "Abnormal Package" and fill in the claim type, and submit the relevant materials. Our customer service specialist will receive your information and provide feedback and follow-up on your submitted materials.

Deductible Situation

DGOBUY will not provide compensation for valuable/damaged items if the following scenarios occur:

1. Force majeure factors: including but not limited to war, natural disaster (such as earthquake, cyclone, storm, flood, etc.), nuclear radiation, nuclear explosion, nuclear pollution, and other radioactive contamination causing direct or indirect loss or damage;

2. The user cannot provide the necessary documentation required for compensation;

3. If the package corresponding to the declared PIN is damaged rather than lost, or part of the goods in the package is lost or damaged, we will not be responsible for compensation. Compensation only applies to scenarios where the entire package is lost;

4. Where the goods contain uninsurable items or violate prohibitions or restrictions on delivery, they will be confiscated or handled according to relevant laws and regulations;

5. Loss or damage caused by the owner's responsibility, intentional act, or negligence, or due to the nature of the goods sent;

6. Beyond the time limit for applying for compensation, the package was normally signed and received during the application for compensation;

7. International parcels detained, confiscated, or destroyed by the country of destination in accordance with its domestic law;

8. Theft or unexplained disappearance post-delivery;

9. Other circumstances that do not fall under the liability for compensation.

The final interpretation of the Peace of Mind protection service belongs to the DGOBUY platform.