Shipping Protection Policy
Uonpie Shipping Protection Service
This service applies exclusively to customers who have purchased the Uonpie Shipping Protection Service. It covers instances such as loss during transit, partial loss of items, theft after delivery, misdelivery, or damage.
I. Coverage and Compensation
1. Package Loss
If a package has not been delivered within 60 days of international shipment and the logistics provider confirms it as lost, no additional documentation is required.
You may choose to have the affected items reshipped or receive a refund for their value.
2. Partial Loss of Items
Required documentation: Photos of the shipping label (showing the tracking number/weight, if available), photos of all sides of the outer packaging, photos of the items received, and a photo showing the actual weight (if available).
Compensation: Reshipment of the missing items or a refund for the value of the missing items.
3. Theft After Delivery
Applies when the carrier’s tracking information indicates the package has been delivered, but the customer has not received it due to suspected theft after delivery.
At least one of the following is required: a police report, surveillance footage/supporting evidence, or written confirmation from the carrier regarding the loss.
Compensation: Reshipment of the items or a refund for the value of the items.
4. Misdelivery
Applies when the carrier’s proof of delivery shows an address that does not match the shipping address provided at the time of the order. If existing records are sufficient, no additional documentation is required; otherwise, further information may be requested.
If the package cannot be recovered or redelivered to the correct address, you may choose between a reshipment or a refund.
Note: This does not cover delivery failures resulting from incorrect address information provided by the customer at the time of the order.
5. Damage During Transit
Required documentation: Photos of the shipping label, all sides of the outer packaging, and the damaged items (clearly showing the extent of the damage).
Partial damage: A partial refund (not exceeding the value of the items).
Total damage: Reshipment of the items or a refund.
6. Delivery Delays
Applies when the delivery exceeds the timeframe promised at the time of purchase (the timeframe begins from the date of shipment, not the date the order was placed).
No additional documentation is required; we will verify the tracking information and the estimated delivery date. If eligible, a one-time compensation of $5 USD will be provided (limited to once per order).
Compensation is not provided if the delay is due to incorrect or incomplete customer information.
Delays caused by customs clearance will be evaluated on a case-by-case basis, taking into account the reason for the delay, the duration, and any supporting documentation; compensation is not guaranteed in these instances.
II. Claim Period
Claims must be submitted within 60 days from the date of shipment; claims submitted after this period may not be eligible for compensation.
III. Important Terms
Coverage applies only to eligible orders for which shipping protection was purchased.
Refunds are limited to the value of the affected items and do not include original shipping costs, protection fees, customs duties, or other taxes, unless otherwise required by law or these terms.
Claims must contain accurate information; Uonpie may request additional supporting documentation.
Coverage does not extend to issues unrelated to shipping, such as personal preferences, sizing discrepancies, normal wear and tear, or damage occurring after delivery.
Only one compensation claim is permitted per incident; a single item cannot be both replaced and refunded.
Uonpie reserves the right to review and determine eligibility for compensation.
For assistance with a shipping protection claim, please contact the Uonpie customer support team and provide your order number along with relevant supporting documentation.
Uonpie Customer Support: support@uonpie.com