Insurance and compensation
What we pay if a parcel is lost, damaged or late, and what we need from you to sort it out. These rules cover all four lines we ship with. Amounts are in US dollars.
Basic cover
Free on every parcel
- Lost: your shipping back, plus the items up to $150.
- Damaged on the way: the damaged items up to $150. Shipping isn't refunded.
Full protection
2% of the value you insure, $3 minimum
- Lost or damaged: your shipping back in full, and each item paid at what it cost you.
- Up to $3,000 per parcel. Add it when you pay for shipping.
On-time guarantee
$3 per parcel
- Not delivered within 15 to 20 business days of shipping, depending on the line: $50 added to your balance.
Our mistakes
Always covered
- Wrong item, missing item, or lost in our warehouse: those items refunded in full, plus a shipping credit worth 20% of their value.
What full protection costs
It's charged on the value you insure, up to $3,000 per parcel. Try a number.
- Full protection costs
- $5.00
- Paid out if lost or damaged, at most
- $250.00
On-time guarantee by line
If you add the guarantee and your parcel isn't delivered within these business days of shipping, we add $50 to your balance.
UPS DDP
20 business days
UPS Express
15 business days
USPS
20 business days
DHL Express
15 business days
The details
When a parcel counts as lost
- The carrier confirms it is lost, or
- It still isn’t delivered 60 days after shipping and its tracking hasn’t changed for 25 days. Time spent in a customs inspection doesn’t count.
- If a parcel we paid out for turns up and is delivered, the payout comes back off your balance.
Claiming for damage
Open a support conversation from the parcel’s page and send:
- Photos of the outer box as it arrived
- Photos of each damaged item
Keep the box and the items until we’ve settled the claim. We already know what you paid for anything bought through us.
How you're paid
Payouts and credits go to your RepSeller balance, ready to spend on your next order or parcel.
Not covered
None of the cover above pays out in these cases. Check what your country allows before you order.
- Parcels seized, held or destroyed by customs
- Parcels lost or returned because the name, address or phone number was wrong or incomplete
- Parcels that weren't collected, or were refused on delivery
- Glass, ceramics, porcelain and other fragile items
- Electronics that look undamaged but no longer work
- Under basic cover, anything above the value on the customs declaration
Something not answered here? Ask support