While ACBuy strives for a seamless delivery experience, shipping issues like damaged parcels or lost packages are rare but possible. This comprehensive guide outlines your rights, ACBuy's insurance policy, and the step-by-step process to file a claim and secure compensation.
ACBuy's Shipping Insurance Policy
All orders processed through ACBuy are automatically covered by our Standard Parcel Protection
Note: Coverage is subject to terms. It does not cover minor cosmetic scuffs to packaging or errors in item specification made by the purchaser.
Immediate Steps to Take
For a Damaged Parcel:
- Document the Evidence:Do not discard the original packaging.
- Note Carrier Details:
For a Missing/Lost Package:
- Check Tracking & Neighbors:
- Wait for the Designated Period:7-business-day grace period
The Claim Process on ACBuy
Follow this streamlined process to initiate a formal claim:
-
Login & Navigate:"Order History"
- Initiate Claim:"Report a Shipping Issue"
- Submit Details:
- Internal Review:24-48 business hours. They may contact the shipping carrier for verification.
- Claim Resolution:
- Initiate Claim:"Report a Shipping Issue"
Compensation & Resolution
Upon claim approval, compensation is determined by the nature of the issue:
| Issue Type | Standard Resolution | Alternative Options |
|---|---|---|
| Damaged Item | Full refund of the item cost and shipping fees, OR a replacement shipped at no cost (subject to availability). | Partial refund for minor damage, if you choose to keep the item. |
| Lost Package | Full refund of the entire order value (item + shipping), OR a full re-order at no cost. | Store credit equal to 110% of the order value for future purchases. |
Refunds are issued to your original payment method and may take 5-10 business days to appear in your account.
Proactive Tips for a Smooth Experience
- Consider Priority Shipping:
- Insure High-Value Items:
- Ensure a Secure Delivery Address:
- Contact ACBuy support promptly; most claims have a 30-day window
- Insure High-Value Items: