If something goes wrong, here is exactly what happens.

The five situations, and what we do

Situation	What we do	Compensation
Wrong item, wrong size, missing piece	We photograph it on arrival in Guangzhou and raise it with the seller before it ships. You choose: return inside China, exchange, or ship it with the fault documented.	No extra charge. Domestic return and re-delivery are on us when the mistake is the seller's or ours.
Damaged in international transit	We open a claim with the carrier using the arrival photos, the packing record and the invoice.	Per the standard below, or the insured value if you bought insurance.
Held or seized by customs	We supply the documents (invoice, HS code, product photos) the same day and follow the case with you. The rule we apply: if the goods are lawful, correctly declared and not on any restricted list, and customs still seizes them, we treat it as a loss and pay the standard. If the seizure is caused by the goods themselves — prohibited contents, counterfeit, restricted category, or a value you asked us to under-declare — no compensation is due.	Lawful goods: RMB 40 per kg + freight refund, same standard as a lost parcel. Goods at fault: none.
Parcel lost entirely	Trace opened with the carrier within five working days of no movement; escalated to a formal claim if the trace fails.	RMB 40 per kg of the packed weight, plus a refund of the freight you paid. Insurance, if purchased, pays the insured value instead.
Counterfeit or prohibited goods	Not carried, not compensated. If we discover it before dispatch, the order is cancelled and the item price refunded; the service fee is not.	None.

The standard compensation, in plain numbers

RMB 40 per kilogram of packed weight, plus the freight you paid. That is the default cover on every uninsured parcel, and it is deliberately stated as a weight-based figure rather than a value-based one — because a carrier's liability is weight-based, and we would rather tell you the real number than imply full value cover.

Worked example: a 4 kg parcel that cost US$62 in freight and is lost in transit → 4 × RMB 40 (about US$22) + US$62 freight refunded ≈ US$84. If the goods inside were worth US$300, that does not replace them.

That is why insurance exists. Insurance costs 2% of the declared value (minimum US$3) and pays the insured value on total loss or irreparable damage. On anything above roughly US$300 of goods, it is usually worth it.

How to claim

1. Tell your agent in the same WhatsApp thread. No form, no ticket number.

2. Send what you have: photos of the damage or the wrong item, and the tracking number.

3. We open the case — with the seller, the carrier or both — and give you a written position, not a promise to look into it.

4. Payment is made to the original payment method once the case closes, and the outcome is recorded on your order in our system.

What is not covered

Counterfeit or replica goods · items prohibited by the destination · loss caused by a false declaration you insisted on · damage to items we flagged as fragile and you declined protective packing for · delays caused by customs, weather or carrier strikes (we still chase, but delay is not loss).

Common questions

Is RMB 40/kg enough? For low-value goods, often yes. For anything expensive, buy insurance — that is what it is for, and we would rather say so than let you assume full cover.

What if the seller sent a fake? We refuse counterfeits and we do not compensate for them. If we catch it before dispatch, you get the item price back.

Who decides if customs is at fault? The destination customs authority, in writing. We give you their decision and our position on it.

How long does a claim take? Carrier claims typically run 15–45 days. We tell you the carrier's stated timeline at the start rather than at the end.

Does insurance cover customs seizure? Only where the seizure is not caused by a prohibited item or a false declaration. Read the terms before you buy it — we will send them.