How do I file a claim for missing or damaged items?

If your shipment is not delivered, or if items are missing or damaged, contact us immediately to begin the claims process.

For missing items:

If your shipment was not delivered, or if items were missing, you will need the following items to file a claim:

  1. Claim form: Contact us, and taobaoeng will provide you with the proper document
  2. Copy of the merchant invoice or receipt showing the purchase price.

For damaged items:

If your item arrived damaged, you will need the following documentation to file a claim:

  1. Claim form: Contact us, and taobaoeng will provide you with the proper document
  2. Photos of the damaged item(s)
  3. Photos of inside and outside of box
  4. Damage Report filed with the carrier locally. If you are unable to obtain a Damage Report, itemized repair order or damage statement from a certified technician
  5. Copy of the merchant invoice or receipt showing the purchase price

Important filing deadlines:

  1. USPS claims for damage must be filed no later than 90 days after the shipment date. USPS claims for damage can be filed immediately. USPS claims for loss (undelivered packages) cannot be filed until 45 days after the ship date. USPS claims take a minimum of 60 days from filing for research and response, and can often take up to six months.
  2. DHL claims must be filed no later than 30 days from ship date.
  3. FedEx claims must be filed no later than 21 days from delivery date.
  4. UPS claims must be filed no later than 21 days from delivery date.

Claims are reviewed on an individual basis and can take up to eight weeks to be resolved for DHL and FedEx shipments, and up to six months for EMS shipments. When a claim is approved, the reimbursement will be credited to your taobaoeng account.

All Claims: taobaoeng claims for lost or damaged merchandise must be filed within the published time limits of the particular carrier. Claims are considered filed when fully completed claim form, photographs, and receipts are received by taobaoeng. Claims are reviewed individually and this review process will take a minimum of eight weeks.

Specific commodities have limits of liability in case of loss or damage including televisions, computers, electronics, jewelry, figurines, furniture, and lighting, regardless of Declared Value or Insurance paid.

Claim liability is limited to the lesser or either Declared Value, Proof of Purchase or Specific commodity liability limit.

Claim liability for damage to items prepackaged by manufacturer will be limited, including all such commodity groups listed above.

Failure to file a completed claim within the carrier time limit will invalidate the claim.

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