While ACBuy's logistics network is designed for reliability, shipping issues like damaged parcels or lost packages can occasionally occur. Knowing how to proceed ensures a swift resolution. This guide details ACBuy's policies and the steps to secure compensation.
All orders shipped via ACBuy's official channels are automatically covered under our Standard Purchase Protection. Key points include:
- Coverage Scope:
- Order Eligibility:
- Partial Coverage:
- Important:
- Order Eligibility:
Follow these steps promptly upon discovering an issue. Claims must be filed within 14 calendar days
For Damaged Items:
For Lost Packages:
Initiate a claim directly through your ACBuy account: ACBuy's support team will typically respond within 24-48 business hours. They may request additional information. The investigation involves coordinating with the logistics carrier.Step 1: Document the Issue
Step 2: Contact ACBuy Support
Step 3: Investigation & Resolution
Upon claim approval, compensation is processed as follows:
| Issue Type | Typical Resolution | Timeline |
|---|---|---|
| Fully Lost Package | Full refund to original payment method, or reshipment of identical item. | Refund processed within 3-5 business days after approval. |
| Partially Damaged Item | Partial refund (percentage of item value), depending on damage severity. | Refund processed within 3-5 business days after agreement. |
| Completely Damaged / Unusable Item | Full refund or replacement. You may be asked to return the item in some cases. | Refund upon return scan or immediate processing if return is waived. |