Despite Sugargoo's careful packaging and processing, sometimes parcels can incur damage or go missing during international transit. When this happens, Sugargoo's dedicated customer service team is ready to assist with fast and efficient claim processing. This guide will walk you through the necessary steps, the evidence you need to provide, and how compensation is calculated to ensure a smooth resolution.
Step-by-Step Guide to Filing a Claim
- Immediate Documentation:film or photograph the unopened parcel clearly
- Contact Support Promptly:within 7 days
- Submit a Detailed Report:
- Provide Compelling Evidence:
- Follow-Up and Communication:
- Contact Support Promptly:within 7 days
Required Evidence for Your Claim
Submitting clear and complete evidence significantly speeds up the process. Here’s what you need:
- For Damaged Parcels:
- Video of opening the package, showing the external shipping label/box condition first, followed by the unboxing and the damaged item(s).
- Clear, high-resolution photos of: the damaged outer box, the inner packaging, and all sides of the damaged item(s).
- Photos of any carrier labels indicating "Damaged" or visible signs of impact.
- For Missing Parcels/Loss:
- Screenshots of the tracking history showing the abnormal status or long period without updates.
- Official confirmation from the carrier (if available) stating the parcel is lost or cannot be located.
- Any communication from your local post office regarding the missing parcel.
Tip: A continuous, unedited video is the most powerful evidence for damage claims.
How Compensation is Calculated
Sugargoo's compensation policy is designed to be fair and transparent, primarily based on the declared value and insurance status of your parcel.
| Parcel Status | Insurance Purchased? | Compensation Basis | Typical Compensation* |
|---|---|---|---|
| Damaged Items | Yes | Declared value & extent of damage. | Up to the full declared value, depending on the damage assessment. |
| Damaged Items | No | Partial compensation based on actual loss. | Often limited, may include refund of shipping cost and a partial item value. |
| Lost Parcel | Yes | Full declared value. | Full declared value + refund of shipping cost. |
| Lost Parcel | No | Limited liability per carrier/Sugargoo policy. | Usually a small fixed amount per kg or a multiple of the shipping cost, subject to caps. |
*This is a general guide. Always refer to the latest Sugargoo Service Terms
Final Tips for a Smooth Process
- Always Purchase Insurance:
- Be Honest and Thorough:
- Package Reinforcement:
- Patience is Key:
- Be Honest and Thorough:
By following this guide, you empower yourself to handle parcel issues effectively. Sugargoo's support team is committed to working with you to find a satisfactory resolution, ensuring you can continue shopping with confidence.