Discovering your shipped parcel is damaged or missing can be frustrating. Fortunately, Sugargoo's dedicated customer service team is committed to fast claim processing
Immediate Steps to Take
Act promptly upon receiving your parcel or tracking information indicating a problem.
- Document Everything:
- Contact Sugargoo Quickly:Sugargoo Support" or "My Parcels" section within 7 calendar days
Essential Evidence to Submit
A successful claim depends on clear, comprehensive evidence. Provide the following:
- Clear Photos & Video:
- Multiple angles of the damaged outer packaging.
- Close-ups of any seals, labels, or evident tampering.
- Clear shots of the damaged items themselves.
- A video unboxing can be compelling evidence.
- Parcel & Order Information:SG123456789CN), order numbers for the affected items, and the relevant shipping line used.
- Carrier Documentation:
Tip:
How Compensation is Calculated
Sugargoo's compensation is fair and follows a clear policy, based on the nature of the loss and the insurance options selected.
| Scenario | Compensation Basis | Key Factors |
|---|---|---|
| Partial/Local Damage | Compensation is typically a percentage of the item value
| Cost of the item; severity of damage. |
|
| Complete Loss or Total Damage | Compensation generally aligns with the declared parcel value
| Purchased insurance coverage; declared value; platform limits. |
|
| Lost in Transit | Eligible for compensation after the carrier's investigation confirms loss. Amount is based on declared value and insurance. | Carrier confirmation; insurance status; waiting period. |
Important Note:notCompensation Policy
The Claims Process: What to Expect
1. Submission & Review
After you submit your claim and evidence, a support agent will review your case, usually within 1-3 business days.
2. Investigation
Sugargoo may liaise with the shipping carrier to verify details. This step's duration depends on the carrier's response time.
3. Resolution & Compensation
You will receive a decision notification. If approved, compensation will be issued to your Sugargoo account balance or via your original payment method, based on policy.