Frequently Asked Questions

Insurance is computed as 3% of the item value to cover for any loss or damage of your package while in transit. For items worth $200, insurance is mandatory. Insurance remains optional for items whose value is less than $200 but terms and conditions apply.

In the event that your items are lost or damaged during transit;
1. If insurance is paid, we compensate item value of package. Compensation can be in the form of a credit to your account, a replacement or sometimes a refund.
2. If no insurance was paid, the company is excused from all liability.
Please note: Insurance is automatically generated. Any claim or changes in regard to insurance should be raised within 48 hours from when the packages have been updated in your account. No changes will be made when the items are in transit or when they get to the destination country.

In case of any fraudulent activity with your card, we advise that you contact your bank immediately.

After a claim is filed, we will investigate and respond with a resolution with 5 business days. Please note that the resolutions will vary depending on the circumstances regarding this issue.

If a package is received damaged but was not delivered in that condition, please return the item to our office and initiate an insurance claim.
Note: Claims can only be processed if insurance coverage was purchased for the shipment.

We examine packages on arrival and will inform you if the item is received in a distressed state. Please check the images posted under your account when you receive an email informing you of package receipt. Should we want the items returned and not sent to the destination country, we can work with you to have the items returned to the sender at your cost. They typically will issue a refund, replace the item or file a claim with the courier that got the company to our warehouse.