Claims, Loss & Damage Policy

Effective Date: July 22, 2026
Last Updated: July 22, 2026

This Claims, Loss & Damage Policy explains how VANTAGE WORLDWIDE TRADING LIMITED, trading as 1688 Delivery, handles claims relating to the physical loss of or damage to goods during transportation arranged through our services.

We provide two levels of shipment protection:

1. Basic Transit Protection, automatically included when customers use an eligible transportation service arranged by 1688 Delivery; and
2. Optional Commercial Cargo Insurance, available for approved high-value shipments when purchased and confirmed before dispatch.

This Policy should be read together with our:

• Terms of Service;
• Shipping & Customs Policy;
• Prohibited & Restricted Items Policy;
• Cancellation & Refund Policy;
• Payment & Fees Policy.

By instructing us to dispatch goods, you acknowledge and accept the protection limits, claim requirements and exclusions described in this Policy.

1. Company Information

The warehouse and shipping services are provided by:

Legal Company Name: VANTAGE WORLDWIDE TRADING LIMITED
Trading Name: 1688 Delivery

Registered Address:

Room I-1, 4/F
Golden Dragon Industrial Centre Phase 2
162–170 Tai Lin Pai Road
Kwai Chung, New Territories
Hong Kong

Customer Service Email:
[email protected]

WhatsApp:
+44 7732 448253

Website:
1688delivery.com

2. Scope of This Policy

This Policy applies to eligible shipments transported through a shipping service arranged by 1688 Delivery.

It may cover qualifying physical loss or physical damage occurring after the shipment has been accepted by the appointed transportation provider and before the recorded completion of delivery.

This Policy does not automatically apply to:

• Goods transported entirely through a customer-appointed freight forwarder;
• Goods collected directly from our warehouse by the customer or another party;
• Goods shipped without our written confirmation;
• Goods rejected by the carrier;
• Prohibited, illegal or undisclosed restricted goods;
• Loss or damage occurring before the goods reach our warehouse;
• Supplier-related disputes or product-quality problems.

3. Available Protection Options

3.1 Basic Transit Protection

Basic Transit Protection is included with eligible transportation services arranged through 1688 Delivery.

The basic compensation standard is:

US$6 per kilogram of the physically lost or damaged goods

Basic Transit Protection is a limited contractual shipment-protection benefit. It is not intended to provide full-value insurance for high-value goods.

3.2 Optional Commercial Cargo Insurance

Commercial Cargo Insurance may be requested for approved high-value shipments.

The insurance premium is calculated as:

Insurance Premium = Approved Insured Value × 10%

For example:

Approved Insured Value: US$10,000
Insurance Premium: US$1,000

Commercial Cargo Insurance is not automatically included. It must be requested, approved, paid for and confirmed in writing before shipment dispatch.

4. Basic Transit Protection Eligibility

Basic Transit Protection applies only where all of the following conditions are satisfied:

• The customer uses a transportation service arranged by 1688 Delivery;
• The shipment has been formally accepted for transportation;
• The goods were truthfully and completely declared;
• The goods complied with carrier and destination requirements;
• All shipping and warehouse charges were paid;
• The customer provided accurate product and recipient information;
• The shipment was packaged in an appropriate manner;
• The customer complied with this Policy and our other service terms;
• The claim was reported within the required deadline;
• The customer provided the required supporting evidence.

Basic Transit Protection does not apply merely because goods were stored or handled at our warehouse.

5. Basic Protection Compensation Limit

For an eligible total loss, the maximum basic compensation is the lowest of:

1. US$6 multiplied by the actual recorded weight of the lost goods;
2. The verified purchase value of the lost goods;
3. The declared value accepted before dispatch;
4. The amount otherwise approved after the carrier investigation.

For eligible partial loss or damage, the maximum basic compensation is the lowest of:

1. US$6 multiplied by the actual recorded weight of the affected goods;
2. The reasonable verified repair or replacement cost;
3. The verified purchase value of the affected goods;
4. The accepted declared value of the affected goods;
5. The amount approved after investigation.

Compensation is calculated using actual physical weight, not volumetric or chargeable weight.

Where the precise weight of an individual affected item cannot be determined, we may use a reasonable calculation based on:

• Warehouse weight records;
• Supplier specifications;
• Package weight;
• Item quantity;
• The proportional weight of the affected goods.

6. Basic Protection Examples

Example 1: Complete loss

A shipment weighing 25 kg is confirmed as completely lost.

25 kg × US$6 = US$150

The maximum basic compensation would be US$150, provided that the verified purchase value and accepted declared value are at least US$150.

If the verified purchase value were only US$100, compensation would not exceed US$100.

Example 2: Partial loss

Five kilograms of goods are confirmed as missing from a shipment.

5 kg × US$6 = US$30

The maximum basic compensation for the missing portion would be US$30.

Example 3: Physical damage

Ten kilograms of goods are confirmed as physically damaged during transportation.

10 kg × US$6 = US$60

The maximum basic compensation would be US$60, subject to evidence, inspection and the verified value of the damaged goods.

7. Limits of Basic Transit Protection

Basic Transit Protection is designed for ordinary shipments and provides only limited weight-based compensation.

It does not guarantee reimbursement of:

• The full purchase price;
• Retail selling value;
• Expected profit;
• Replacement cost in the destination country;
• Shipping charges;
• Customs duties;
• Taxes;
• Marketplace fees;
• Advertising expenses;
• Business interruption;
• Consequential or indirect losses.

Customers shipping valuable goods should request Commercial Cargo Insurance before dispatch.

8. Commercial Cargo Insurance

Optional Commercial Cargo Insurance is intended for approved high-value shipments that require protection beyond the US$6-per-kilogram basic limit.

Commercial Cargo Insurance may be arranged through an authorized insurer, licensed insurance intermediary or other appropriately authorized insurance partner.

The following must be confirmed before dispatch:

• Description of the goods;
• Quantity;
• Purchase value;
• Requested insured value;
• Supplier invoice;
• Proof of payment;
• Packaging method;
• Shipping route;
• Destination;
• Applicable exclusions;
• Insurance premium;
• Maximum insured amount;
• Deductible, where applicable;
• Claims procedure.

Insurance coverage does not begin merely because the customer asks for insurance through WhatsApp or email.

Coverage begins only after:

1. The shipment has been approved for insurance;
2. The insured value has been confirmed;
3. The insurance premium has been paid in full;
4. Written insurance confirmation or an insurance certificate has been issued;
5. The shipment has been dispatched according to the approved arrangement.

9. Commercial Insurance Premium

The commercial insurance premium is:

10% of the approved insured value

Examples:

Approved insured value	Commercial insurance premium
US$1,000	US$100
US$5,000	US$500
US$10,000	US$1,000
US$20,000	US$2,000

The premium is calculated on the approved insured value, not automatically on any value stated by the customer.

A request may be declined or adjusted based on:

• Product category;
• Proof of value;
• Packaging;
• Destination;
• Route;
• Claims risk;
• Insurer requirements;
• Maximum coverage limits.

10. Commercial Insurance Compensation

The maximum compensation available under Commercial Cargo Insurance is determined by:

• The approved insured value;
• The insurance confirmation or certificate;
• The policy wording;
• The nature and extent of the physical loss or damage;
• Any deductible;
• Any depreciation or salvage value;
• The supporting evidence;
• The insurer’s claims decision;
• Applicable exclusions and limits.

Payment of a premium equal to 10% of the cargo value does not by itself guarantee automatic full-value compensation.

The insurance certificate or written confirmation issued before dispatch will take priority over general website descriptions if there is any difference.

11. Accurate Disclosure for Insurance

Customers requesting Commercial Cargo Insurance must disclose all relevant information truthfully and completely, including:

• Exact product description;
• Quantity;
• Brand;
• Model;
• Material;
• Purchase price;
• Condition;
• Packaging method;
• Battery, liquid, powder or magnetic content;
• Fragile characteristics;
• Previous damage;
• Special handling requirements;
• Destination;
• Intended transportation method.

Hong Kong marine-insurance law requires disclosure of material circumstances known to the insured before an insurance contract is concluded. Failure to provide complete or accurate material information may affect or invalidate coverage.

12. Events That May Qualify for a Claim

Subject to the applicable protection option and supporting evidence, an eligible claim may involve:

• Confirmed loss of the entire shipment;
• Confirmed loss of part of the shipment;
• Theft during covered transportation;
• Physical damage caused by a transportation accident;
• Physical damage caused by documented carrier mishandling;
• Fire, water or collision damage where covered;
• Missing contents caused by a documented transit incident;
• Other insured events expressly stated in the insurance certificate.

An unfavourable outcome does not automatically qualify as a covered claim.

13. Events Not Covered by Basic Protection

Basic Transit Protection does not cover:

• Supplier sending the wrong product;
• Supplier sending an insufficient quantity;
• Product defects existing before dispatch;
• Hidden or internal defects;
• Product malfunction without visible transport damage;
• Counterfeit or unauthorized branded goods;
• Natural deterioration;
• Normal wear and tear;
• Scratches or minor cosmetic variation not caused by a confirmed transit incident;
• Leakage caused by product design or inadequate container sealing;
• Damage caused by the product’s own nature;
• Ordinary moisture, oxidation or temperature change;
• Customer dissatisfaction;
• Market-price changes;
• Loss of profit;
• Delayed sales;
• Customs duty or tax;
• Delay alone;
• Failed supplier refunds;
• Platform disputes;
• Unauthorized address changes;
• Recipient refusal;
• Failure to collect the shipment.

Commercial insurance may also exclude some or all of these events depending on the policy terms.

14. Customs and Regulatory Exclusions

Compensation is generally unavailable where loss, detention, return, seizure or destruction results from:

• Prohibited goods;
• Undeclared restricted products;
• False product descriptions;
• False declared values;
• Incorrect customs information;
• Missing licences or permits;
• Intellectual-property infringement;
• Counterfeit goods;
• Sanctions or trade restrictions;
• Customs rejection;
• Government confiscation;
• Customer or recipient failure to cooperate;
• Violation of destination-country import laws.

Customs detention or seizure is not the same as physical transportation loss.

15. Packaging Requirements

Customers must disclose fragile, sensitive, liquid, battery-powered, high-value or unusual products before repacking and dispatch.

We may recommend:

• Stronger cartons;
• Bubble wrap;
• Foam protection;
• Waterproof packaging;
• Corner protection;
• Wooden frames;
• Wooden cases;
• Pallets;
• Product separation;
• Special labels;
• Other protective packaging.

If a customer rejects a recommended packaging method, protection may be restricted or unavailable for damage reasonably connected to inadequate packaging.

Commercial insurance may require specific packaging standards as a condition of coverage.

16. Fragile and High-Risk Goods

The following goods require advance confirmation:

• Glass products;
• Ceramics;
• Screens and monitors;
• Precision instruments;
• Artwork;
• Jewellery;
• Watches;
• Valuable electronics;
• Collectibles;
• Liquids;
• Powders;
• Batteries;
• Machinery;
• Oversized products;
• Other high-value or fragile goods.

Acceptance for transportation does not automatically mean that every type of damage is covered.

Commercial Cargo Insurance is strongly recommended for approved high-value goods.

17. Damage Existing Before Dispatch

Warehouse inspection photographs and videos may be used to determine whether damage existed before transportation.

Claims may be rejected where evidence shows that:

• The product was already damaged;
• The supplier packaging was already defective;
• Parts were already missing;
• The customer approved the visible condition;
• Damage resulted from a supplier defect rather than transportation.

Our warehouse inspection is intended to document visible condition and does not guarantee the detection of hidden defects.

18. Shipment Delay

Delay alone is not treated as physical loss or damage.

No compensation is normally payable solely because:

• A shipment arrives later than estimated;
• Tracking does not update temporarily;
• Customs clearance takes longer than expected;
• A flight, vessel or vehicle is delayed;
• Peak-season congestion occurs;
• Weather affects transportation;
• The recipient receives goods after a planned selling date.

A shipment is treated as lost only after the relevant carrier, freight provider or insurer completes the required investigation or otherwise confirms the loss.

19. When to Report a Claim

Claims must be reported as soon as reasonably possible.

Unless a shorter carrier or insurer deadline applies, customers should report:

Visible damage or missing contents

Within 48 hours after delivery.

Concealed damage

Within seven calendar days after delivery.

Suspected non-delivery

As soon as the estimated transit period has materially passed or tracking shows a significant exception.

A formal loss claim may be processed only after:

• The carrier declares the shipment lost;
• The investigation period expires;
• The insurer accepts the shipment as missing;
• Other required evidence becomes available.

Late reporting may prevent us, the carrier or the insurer from verifying the condition and may result in claim rejection.

20. How to Submit a Claim

Contact us through:

WhatsApp: +44 7732 448253
Email: [email protected]

Include:

• Customer name;
• Order reference;
• Tracking number;
• Destination;
• Date of delivery or expected delivery;
• Description of the loss or damage;
• Weight and quantity affected;
• Requested claim amount;
• Protection option selected.

Suggested message:

Hello, I would like to submit a shipment claim.

Customer name:
Order reference:
Tracking number:
Destination:
Delivery date:
Issue:
Affected quantity and weight:
Protection type:

Submitting a claim does not guarantee compensation.

21. Required Claim Evidence

Customers may be required to provide:

• Supplier invoice;
• 1688 or Pinduoduo order record;
• Proof of payment;
• Product link;
• Accepted declared value;
• Insurance certificate, where applicable;
• Tracking information;
• Delivery record;
• Photographs of the unopened package;
• Photographs of all sides of the outer carton;
• Photographs of the shipping label;
• Photographs or videos of the damaged goods;
• Images of internal packaging;
• Quantity and weight records;
• Written repair quotation;
• Recipient statement;
• Carrier communication;
• Other reasonably requested documents.

Claims may be delayed or rejected if required evidence is missing.

22. Preserve the Goods and Packaging

The recipient must retain:

• Damaged goods;
• Outer cartons;
• Internal packaging;
• Protective materials;
• Shipping labels;
• Delivery documents;
• All affected items.

Goods and packaging must not be discarded, repaired, altered, resold or returned before authorization if inspection may be required.

The carrier, insurer or claims agent may request:

• Additional photographs;
• Video inspection;
• Physical inspection;
• Collection of the damaged goods;
• Independent assessment.

Failure to preserve evidence may result in claim rejection.

23. Claim Investigation

After receiving a complete claim, we may:

• Review warehouse photographs and videos;
• Compare pre-dispatch and post-delivery condition;
• Check shipment weight records;
• Verify purchase documents;
• Contact the carrier;
• Contact the freight provider;
• Request proof of delivery;
• Open a transportation investigation;
• Submit documents to the insurer;
• Request further information from the customer.

Investigation time depends on:

• Carrier procedures;
• Destination;
• Shipment type;
• Evidence available;
• Insurance requirements;
• Customs involvement;
• Third-party response times.

We will provide available material updates, but we cannot guarantee a specific investigation duration.

24. Claim Decision

A claim may be:

• Approved in full;
• Approved in part;
• Rejected;
• Held pending further evidence;
• Referred to the carrier;
• Referred to the commercial insurer.

The written decision may state:

• The accepted affected weight;
• The accepted product value;
• The applicable protection type;
• The compensation calculation;
• Any deductible;
• Any excluded amount;
• The reason for rejection or adjustment.

25. Compensation Payment

For approved Basic Transit Protection claims, we aim to initiate compensation within 15 business days after:

• The investigation has been completed;
• The claim has received final written approval;
• All required documents have been received;
• The compensation amount has been accepted.

Commercial insurance claims may take longer because the claim is subject to insurer investigation and approval.

Compensation may be paid through:

• Original payment method;
• Bank transfer;
• WeChat Pay;
• Alipay;
• USDT;
• Another mutually agreed method.

Bank, payment-provider or blockchain charges may apply.

26. Currency and Exchange Rates

Claims are generally assessed using:

• The original invoice currency;
• The accepted declared currency;
• United States dollars;
• Another currency specified in the insurance confirmation.

Where conversion is required, a reasonable exchange rate applicable at the relevant time may be used.

We are not responsible for exchange-rate changes between:

• Purchase date;
• Dispatch date;
• Claim date;
• Compensation date.

27. Damaged Goods and Salvage

Where compensation is approved for a total loss of value, the insurer or claims provider may require:

• Transfer of ownership of the damaged goods;
• Collection of the goods;
• Disposal under instruction;
• Deduction of salvage value;
• Evidence of destruction.

Customers must not dispose of or sell damaged goods before receiving written instructions.

If the customer retains goods that still have value, the compensation may be reduced by their reasonable salvage value.

28. No Double Recovery

A customer cannot recover more than the verified eligible loss.

Compensation may be reduced by amounts recovered from:

• Supplier;
• Marketplace;
• Carrier;
• Freight forwarder;
• Payment provider;
• Insurer;
• Another third party.

The customer must disclose any other compensation received or pending.

29. Recovery Rights

After paying compensation, we or the relevant insurer may acquire the right to pursue recovery from:

• Carrier;
• Freight forwarder;
• Supplier;
• Delivery company;
• Other responsible party.

The customer must reasonably cooperate with recovery efforts and must not waive claims against a responsible third party without written approval.

30. False or Misleading Claims

We may reject a claim and suspend services where there is evidence of:

• Fabricated damage;
• Altered photographs;
• False invoices;
• Inflated product values;
• Duplicate claims;
• Concealed prior compensation;
• Intentionally false product information;
• Other fraudulent conduct.

We may preserve records and report suspected fraud to:

• Payment providers;
• Insurers;
• Carriers;
• Authorities;
• Other legally permitted parties.

31. Transportation Through Your Own Freight Forwarder

If we deliver goods to your own freight forwarder in China, Basic Transit Protection applies only to an eligible domestic transportation service expressly arranged by us.

Our responsibility normally ends when the shipment is delivered to and accepted by your appointed freight forwarder.

Loss or damage occurring after acceptance by your freight forwarder must be claimed from:

• Your freight forwarder;
• Their carrier;
• Their insurer;
• Another responsible provider.

Commercial insurance arranged separately through your own freight forwarder is not governed by this Policy.

32. Third-Party Terms

Transportation and insurance services may involve:

• Freight forwarders;
• Couriers;
• Airlines;
• Shipping lines;
• Trucking providers;
• Customs brokers;
• Last-mile delivery companies;
• Authorized insurers;
• Licensed insurance intermediaries.

Their terms, claims deadlines, deductibles, limits and exclusions may apply to the services they perform.

Where Commercial Cargo Insurance is arranged, the applicable insurance certificate and policy wording take priority over this general page.

33. Changes to This Policy

We may update this Policy when:

• Protection options change;
• Compensation standards change;
• Insurance partners change;
• Carrier terms change;
• Claims procedures change;
• Legal or regulatory requirements change.

The revised version will be published with an updated “Last Updated” date.

The protection applicable to a confirmed shipment will normally be the protection accepted and documented before dispatch.

34. Contact Us

For loss, damage or insurance questions, contact:

VANTAGE WORLDWIDE TRADING LIMITED
Trading as 1688 Delivery

Registered Address:

Room I-1, 4/F
Golden Dragon Industrial Centre Phase 2
162–170 Tai Lin Pai Road
Kwai Chung, New Territories
Hong Kong

Customer Service Email:
[email protected]

WhatsApp:
+44 7732 448253

Website:
1688delivery.com