How to Handle Damaged Parcels and Lost Packages on ACBuy
While ACBuy prides itself on a reliable and efficient shipping network, we understand that issues like damaged parcels or lost packages, though rare, can occur. We believe in transparency and supporting our customers through every step of their journey. This guide outlines our process and policies to ensure you can shop with confidence and get a resolution if something goes wrong.
ACBuy's Shipping Insurance Policy
All orders processed through ACBuy are automatically covered by our basic shipping insurance policy. This policy is designed to protect you against:
- Lost Packages:
- Damaged Parcels:
Important Note:
The Claims Process: A Step-by-Step Guide
If you receive a damaged item or suspect your package is lost, follow these simple steps to file a claim.
Step 1: Document the Issue Immediately
- For Damaged Items:
- For Lost Packages:
Step 2: Contact ACBuy Support
Reach out to our dedicated support team within 7 calendar days
Step 3: Provide Necessary Information
In your message, please include the following details to help us process your claim quickly:
- Your full name and ACBuy account email.
- The affected order number.
- A detailed description of the issue (damage or loss).
- For damage claims: Attach the photos/video you took.
- For lost packages: A screenshot of the tracking page showing no movement.
Step 4: Claim Review and Resolution
Our support team will review your claim and respond within 3-5 business days. We may request additional information if needed. Once approved, we will proceed with the compensation.
Compensation and Solutions
Upon approval of your claim, ACBuy will offer one of the following resolutions, depending on item availability:
- Full Refund:
- Free Re-shipment:
You will be able to choose your preferred resolution during the claims process.
Tips for a Smooth Shipping Experience
- Always double-check your shipping address before completing your purchase.
- Track your order regularly through your ACBuy account.
- If possible, be available to receive the delivery or provide safe drop-off instructions.
Frequently Asked Questions (FAQ)
What if only part of my order is missing?
We can file a partial claim. Please contact support specifying which specific items from your order were damaged or lost.
How long does a refund take to process?
Once approved, refunds typically take 5-10 business days to appear in your bank or card statement, depending on your financial institution.
Can I purchase additional insurance?
Currently, our automatic basic insurance covers all orders. We do not offer additional insurance packages.