The page nobody else will write
What happens when it goes wrong
Shipping fails sometimes. Roughly 1 in 8 of our import customs entries gets flagged for inspection, parcels get held, and carriers damage boxes. Here is exactly what we do in each case, with the timelines we hold ourselves to, and the cases we do not cover.
Your parcel is held at destination customs
What we do
The destination authority or carrier may request an invoice, purchase proof, or product information. Customs seizure, delay, or destruction by government authorities is excluded under the Standard Trading Conditions.
How long it takes
The carrier or authority determines the timeline. Contact us with the shipment reference and the request you received.
A proxy purchase arrives and it is the wrong item
What we do
Tell us before forwarding and include the order reference, seller details, and photos. Any seller remedy depends on that seller's terms and the facts of the purchase.
How long it takes
Seller dispute timelines vary. We do not publish a guaranteed outcome or refund timeline.
Your shipment arrives damaged
What we do
Note visible damage on the delivery receipt immediately. Report concealed damage in writing within 48 hours. Submit photos of the outer and inner packaging, the damage, and proof of value within 5 business days.
How long it takes
The Standard Trading Conditions set the claim deadlines. Liability is THB 1,000 per shipment without Shipment Protection.
Your shipment is lost in transit
What we do
Report non-delivery within 14 days of the expected delivery date, with the shipment reference and proof of value.
How long it takes
The Standard Trading Conditions govern any liability. Shipment Protection can extend the limit to the Declared Value for physical loss or damage, subject to its conditions and exclusions.
Customs seizes the shipment outright
What we do
Customs seizure, delay, or destruction by a government authority is excluded under the Standard Trading Conditions. Restricted or prohibited goods may also be refused, reported, confiscated, or destroyed under the Restricted Items & Export Compliance Policy.
How long it takes
The authority controls the process and timeline.
What we do not cover
- Destination duties, VAT and carrier fees: these are your government's charges, not ours
- Delay alone, where the parcel arrives intact within double the quoted band
- Items on the prohibited list you did not disclose at intake
- Physical loss or damage above THB 1,000 per shipment where Shipment Protection was not purchased
- Seller-side fraud on purchases we did not make or verify (non-proxy orders)
The binding wording lives in our Standard Trading Conditions and restricted items policy.