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Shipping Protection - Delivery Guarantee

Shipping Protection

At Asiatees Hobbies, we want you to shop with confidence. That’s why we offer Shipping Protection (optional shipping insurance) to protect your order in the event of loss, theft, or damage during transit.

All orders ship with tracking. Once the carrier marks an order as delivered, Asiatees Hobbies is no longer responsible for lost or stolen packages unless shipping protection is selected.

At checkout, customers can add shipping protection for a flat fee based on the order amount.

This service protects your order during delivery and provides faster resolution without waiting for the carrier’s return and/or compensation process.

1. What Shipping Protection covers:

Shipping Protection covers loss, theft, or shipping damage while your order is in transit up to 45 days from the shipment date. If your covered order is confirmed lost, stolen, damaged, or returned as undeliverable, we’ll prioritize resolving the issue, often by reshipping a replacement, without waiting for the return package or the carrier's compensation.

Covered events include:

  • Package stolen after carrier-marked delivery (porch piracy).
  • Carrier-confirmed lost package.
  • Package returned as unclaimed or undeliverable to sender.
  • Items damaged in transit (broken, unusable).
  • Wrong item shipped, missing items, or defective items not caused by shipping.

2. What's excluded:

Shipping Protection does NOT cover the following:

  • Normal wear-and-tear or cosmetic box damage only.
  • Delays caused by customs, weather, or carrier backlogs.
  • Customs duties, taxes, or import fees
  • Packages marked delivered to the correct address but misplaced inside apartments, offices, or mailrooms.
  • Claims or returns resulting from a customer’s refusal to pay customs duties, import taxes or VAT required for import.
  • Orders involved in an open chargeback or payments dispute (ineligible while dispute or chargeback is active).

3. When protection starts and ends

  • Protection begins when the carrier picks up your order from our warehouse.
  • Protection ends 45 days after the shipment date (internal service timeline). (This does not affect any statutory consumer rights.)

4. How to start a claim

To start a claim, contact support with:

  • Your order number and email address.
  • A brief description of the issue.

After submission our team will reply with next steps. Depending on the claim type we may request proof, see Section 5.

Typical processing timeline (suggested operational targets):

  • Claim acknowledgement: within 24 hours.
  • Initial review: within 48 to 72 hours.
  • Replacement shipment (once approved and stock confirmed): within 1 to 3 business days.

Note: actual timelines depend on verification, stock availability, and courier schedules.

5. Evidence required (by claim type)

  • Delivered but not received / Stolen: Carrier tracking showing “delivered”. For orders value $200 USD and above, or flagged as medium/high risk, a police report may be required.
  • Lost in transit: Carrier confirmation of loss, or 7+ days of no tracking movement (US domestic) / 14+ days (international).
  • Damaged items: Photos or video of the damaged item(s) and the packaging.
  • Wrong item / Missing item: Photos of received item(s) and packaging; order confirmation.
  • Wrong address (customer error): Order confirmation and proof that package was rejected by receiver or returned to sender.

6. Police report & high-value orders

Shipping insurance is capped at $3,000 USD. For claims $200 USD and above, or flagged as high-risk, ATees may require a police report before approval to protect customers and prevent fraud.

7. Chargebacks, disputes & consent

If a chargeback or bank dispute has been opened for the order, the order becomes ineligible for Shipping Protection claims until the dispute is resolved by the cardholder’s bank. We will deny claims made while an active chargeback exists.

8. Returns & reshipment options (U.S. customers)

  • For orders shipped to the USA (from Hong Kong): with Shipping Protection you may return items to our USA warehouse (customer pays return shipping).
  • If the carrier returns the package to us, we will reship immediately (subject to stock and verification) rather than wait for the physical parcel to be processed.

9. How we handle approvals

  • Claims are reviewed daily by our agents.
  • If a consumer does not respond to a claim request within 30 days, the claim will be denied and cannot be reopened.

10. Contact & next steps

To file a claim: contact our 24/7 customer support with your order number and issue details. We’ll guide you through the evidence collection and next steps.

Frequently Asked Questions

Do I need Shipping Protection?

We strongly recommend it for high-value orders or if theft is common in your area. It provides priority claim handling and faster reshipment. If a package is returned because of a customer action (for example, failure to collect), the customer is usually responsible for the return shipping and any reshipment fees. With Shipping Protection, you will be covered.

Do I get a replacement faster with Shipping Protection?

Yes. If the carrier returns the package to us (failed delivery, unclaimed, or rejected), we’ll prioritize reshipment immediately, no need to wait for the original parcel to arrive. Reshipments are subject to stock availability.

What evidence will you ask for?

Depends on the claim: tracking screenshot for delivered-but-not-received, photos for damage, order confirmation for missing/wrong items, or a police report for certain high-value claims.

What happens if I don't select Shipping Protection?

Almost all orders deliver without any issues. If a package is stolen after courier tracking shows it as delivered, or if an unclaimed package is returned, we will cover those costs that would otherwise be your loss. You will also receive priority handling and shipping for unclaimed packages (subject to the conditions stated above).