Shipping Insurance Policy
Purpose The Shipping Insurance Policy is designed to protect customers against eligible losses or damages that may occur during warehousing, order processing, or international transportation.
Coverage Insurance coverage applies to shipments that:
- Use Janbox shipping services.
- Meet the eligibility requirements specified by Janbox.
- Eligible Compensation Cases Customers may be eligible for compensation in cases including:
- Lost shipments during transportation.
- Damage caused by packaging or shipping operations.
- Complete package loss.
- Partial loss supported by sufficient evidence.
- Damage occurring during warehouse handling performed by Janbox.
- Exclusions Insurance does not cover:
- Prohibited or restricted items.
- Damage resulting from the product's inherent characteristics.
- Normal wear and tear.
- Manufacturer or seller defects.
- Incorrect information provided by customers.
- Claims submitted without sufficient supporting evidence.
- Filing a Claim To request compensation, customers must:
- Submit a claim within the required claim period.
- Provide supporting photos, videos, and relevant documentation.
- Cooperate with Janbox throughout the investigation process.
- Required documents include:
- Order ID
- Photos of the package exterior
- Photos of damaged or missing items
- Unboxing video (if available)
- Invoice or proof of product value
- Any additional documents requested during verification
- Compensation Amount Compensation is determined based on:
- Actual product value
- Declared value (if applicable)
- Selected insurance coverage
- Investigation results The maximum compensation amount will not exceed the actual value of the goods or the liability limits specified by Janbox.
Claim Process Step 1 – Submit a Claim Customers must submit a claim through Janbox Customer Support within 24 hours after receiving the shipment. Step 2 – Investigation Janbox investigates the case together with relevant logistics partners. Step 3 – Resolution Customers will be notified of the investigation result and the approved compensation amount (if applicable). Step 4 – Compensation Approved compensation will be issued using the payment method determined by Janbox.
Processing Time
- Initial response: Within 24 business hours
- Investigation and resolution: 7–30 business days, depending on the complexity of the case.
- General Terms Janbox reserves the right to request additional information, reject fraudulent claims, or deny claims that do not satisfy the compensation requirements. This policy may be updated periodically without prior notice.