What If My Parcel Is Lost?
Loss compensation is tiered by where responsibility occurred and how much was lost - warehouse-stage loss carries the highest liability standard, while loss during international transit is capped as a percentage.
| Situation | Compensation |
|---|---|
| Confirmed loss at our JunFeng International warehouse | Full declared value |
| Entire shipment lost in international transit | 50% of declared value, capped at CNY 100 |
| Partial loss in international transit | 50% of declared value, capped at CNY 200 |
Exclusions
- Gold, silver, jewellery, jade and other export-restricted items are not covered.
- Loss claims cannot be processed without proof of the item's actual value.
- Partial-loss claims cannot be processed without photos of the outer packaging and box contents taken at the time of signing.
What If My Parcel Is Delayed?
Delay compensation is tiered by destination country/route. Once a shipment exceeds the relevant day threshold, it is compensated as a percentage of the shipping fee - in-house express lines have lower thresholds and higher rates.
| Country / Line | Compensation (% of shipping fee) |
|---|---|
| USA, Canada, UK, France, Australia, New Zealand, Japan, Korea, Singapore, West Malaysia | 5% after 25 days (min CNY 20); 10% after 35 days (min CNY 30); 15% after 45 days (min CNY 50) |
| Other European countries, other American countries, other South/Southeast Asian countries, Africa | 5% after 35 days (min CNY 20); 10% after 45 days (min CNY 30) |
| Canada in-house express line | 10% after 20 days (min CNY 30); 20% after 30 days (min CNY 50) |
| USA in-house express line | 10% after 20 days (min CNY 30); 20% after 30 days (min CNY 50) |
| UK in-house express line | 10% after 15 days (min CNY 30); 20% after 20 days (min CNY 50) |
Eligibility
- Applies to all JunFeng International air lines (except E-packet); not applicable to sea or rail freight.
- Delays caused by customs inspection, incorrect address, failed delivery attempts, refusal, carrier strikes, political factors or natural disasters are not covered.
- The clock starts from the first tracking update on our website.
- Delay compensation is issued as a no-threshold shipping credit.
- Some countries/routes are specifically marked "no delay compensation" on the rates page and are excluded.
How Is Damage Handled?
| Situation | Handling / Compensation |
|---|---|
| Damaged en route to our warehouse | We help coordinate compensation with the seller |
| Damaged during international transit | 50% of item value, capped at CNY 200 |
Eligibility
- Fragile items such as ceramics are not covered.
- Damage claims require 3 photos of the damaged item plus photos of the outer packaging.
- Gold, silver, jewellery, jade and other export-restricted items are not covered.
What If Customs Holds My Parcel?
| Situation | Handling |
|---|---|
| Held by domestic (China) customs | We help file a return application; whether the parcel is actually returned depends on the customs outcome |
| Held by destination-country customs | We assist with clearance, including providing a commercial invoice and proof of value |
How Are Returns Handled?
Returned parcels are shipped back to China free of charge or reshipped at 88% of the original cost once they arrive back at our warehouse. International returns via commercial couriers such as DHL, UPS, FedEx and TNT incur a return shipping fee, payable by the sender.
How Do I Buy Insurance and File a Claim?
Insurance is only valid if purchased at the time of shipping, and claims must be filed within a specific window - late claims of either kind cannot be processed.
- Buy insurance when you ship: you must place your order via the designated link and pay at the time of shipping. Purchases made more than 48 hours after shipping are invalid.
- File your claim within 10 business days: submit your claim and required documents to customer service within 10 business days of delivery, or of loss/hold being confirmed. Late claims cannot be processed.
- Provide valid proof of value: screenshots from platforms like Taobao or JD, purchase contracts, or store receipts/invoices (paper or electronic) are accepted. Handwritten receipts and WeChat chat screenshots are not.
- Carrier documentation: loss, damage and shortage claims all require a case reference number or equivalent documentation from the local delivery carrier.
- Review and payout: compensation items are not stacked - you receive the highest applicable amount. Indirect or consequential losses are not covered.
Frequently Asked Questions
Are gold, silver, jewellery and other valuables covered if lost or damaged?
Basic Protection does not cover gold, silver, jewellery, jade and other export-restricted items. After upgrading to Comprehensive Protection, these items - along with international brand goods, collectibles and premium medicine - are covered up to CNY 3,000; see the Comprehensive Protection terms for details.
Is delay compensation paid in cash or as a shipping credit?
Under JunFeng International's Basic Protection, delay compensation is a no-threshold shipping credit calculated as a percentage of the shipping fee. After upgrading to Comprehensive Protection, delay is compensated per day based on the insured amount, up to 10 days; delays not caused by the customer are usually paid in full.
Can I claim for lost, delayed and held parcels at the same time?
No, these cannot be combined. Under Basic Protection, each type of compensation is capped separately and you receive the highest applicable amount. Under Comprehensive Protection, delay, total loss and total seizure can only be claimed once each - total loss or total seizure additionally receive the shipping fee refunded, other cases do not.
When do I need to buy insurance, and when does it expire?
Upgraded protection or insurance must be purchased via the designated link and paid for at the time of shipping. Purchases made more than 48 hours after shipping are invalid, so confirm your protection plan before you place your order.
What proof do I need for a damage claim?
You'll need 3 photos of the damaged item plus photos of the outer packaging. Fragile items such as ceramics are not covered. Loss, damage and shortage claims also require a case reference number or equivalent documentation from the local delivery carrier.
Are delays caused by customs inspection, wrong address or failed delivery covered?
No. Delays caused by customs inspection, incorrect address, failed delivery attempts, refusal, carrier strikes, political factors or natural disasters are not covered under Basic Protection. Under Comprehensive Protection, strikes, weather and other force-majeure events are usually paid in full; see the terms for details.
