Protection Timing & Parcel Terms
CSSecure is an optional international-parcel protection service. The published plan runs from warehouse departure to the first successful delivery and cannot be added after shipment. Check the selected parcel’s available terms before paying.
Save the premium, insured amount, eligible contents and route-specific limit in your parcel record. Distinguish the amount you paid for goods, the customs declaration and the amount accepted for protection. They are not interchangeable fields. For self-purchased goods, retain verifiable purchase and payment evidence.
| Before dispatch | Record to keep |
|---|---|
| Selected protection | The plan shown for the actual parcel and route. |
| Insured amount | Accepted amount and supporting purchase evidence. |
| Contents | The item list and any restrictions affecting it. |
| Packing | The protection instructions and their confirmation. |
| Recipient details | The final name, address and contact information. |
Recipient and QC Confirmation
Review the warehouse photos and settle visible discrepancies before dispatch. The protection plan makes pre-shipment QC review part of the customer’s responsibilities. Keep the approved item records so you can later identify which contents were supposed to be included.
Check recipient details at the same time. The plan says recipient information cannot be changed once the parcel leaves the warehouse. Correct an error during preparation rather than assuming a later support message will amend the transport instruction.
Coverage and Exclusions
The plan describes loss, qualifying customs seizure, damage, missing contents and incorrect shipped contents, subject to evidence and review. It also lists exclusions, including incorrect recipient information, false declarations, unpaid duties or taxes, restricted contents and inadequate protection for fragile items.
Confirm the conditions that affect your parcel instead of treating the plan’s name as a complete description of cover. Ask about self-purchased goods, the selected transport route and any electronics in the contents. Public provisions include route and purchase-model differences, so a general headline maximum should not be used as your individual limit.
Keep any written answer with the selected terms. If acceptance, a value record or an exclusion remains unclear, resolve it before authorising dispatch. A warehouse record alone does not confirm the scope of a future claim.
Unboxing Evidence
For damage, missing or incorrect contents, the published plan requires a complete, unedited unboxing video. Show the sealed parcel, all six exterior faces and the shipping label, then record opening it and showing every item in one continuous sequence. Keep the original file.
Prepare the recording before cutting the packaging. Place the parcel and label where they are legible and make sure there is enough recording capacity to show the whole process. After opening, compare the contents with the saved item list and keep the packaging while any issue is assessed.
Photographs can help show an individual problem clearly, but do not assume a few photographs replace a required continuous video. Avoid editing or compressing the original evidence into a montage. Supply the format requested for the actual case.
Electronics and Fragile Contents
The plan has additional video and operational-evidence requirements for electronic equipment. Ask what must be recorded at the warehouse and on receipt before shipping a device. A catalogue picture or an ordinary warehouse photograph is not an operational test.
For fragile contents, select appropriate protection before dispatch and retain the instruction. Keep the packing quote and the accepted service together so you can explain how the item was prepared. If the required protection or evidence cannot be provided, resolve the limitation before relying on the plan.
Claim Deadlines & Required References
The published plan requires damage and missing-item claims within three days of receipt, and immediate notification for loss or customs seizure. Check and act on the applicable deadline promptly. Claim acceptance still depends on the relevant evidence and terms.
Report the parcel number, tracking reference, delivery date and specific issue together. Identify which ordered item is affected and attach the original evidence through the requested channel. Keep any carrier or customs notice with the case instead of paraphrasing it from memory.
For a delivery delay, check the current route-specific provision before assuming compensation is due. A claim, a tracking enquiry and a refund request are different requests. Ask which process is being followed and what information is still needed.
Returned Parcels and Claim Records
If a parcel returns to the warehouse, ask about its storage deadline, the reason for return and the next available action. The plan says an eligible repeat shipment does not retain the original shipment’s protection automatically; confirm any new cover and transport charge before resubmitting.
Keep the case reference, submitted evidence, correspondence and final decision together. Match any approved compensation with the actual account movement. If the transport status later changes, retain that update as part of the same case rather than opening an unrelated account record.