If the package of Shopee sellers is lost or damaged during the logistics transportation process, the seller can apply for a claim through Shopee Shenzhen Customer Service. The detailed application time, conditions, submission materials, compensation amount, etc. will be shared in the following process.

1. Application time for claim

Lost package: If the status of the goods has not been updated for more than 40 working days after entering the warehouse (orders generated more than 120 days for non-Brazilian sites/orders generated more than 120 working days for Brazilian sites will not be accepted).

Damaged package/missing items: If the package is found to be damaged or missing, a claim must be applied for within 48 hours.

II. Application conditions

Lost package:

1. Non-Brazilian site: After the goods are shipped from the Shopee SLS transfer warehouse, there is no update for more than 40 days from the last unfinished goods (except for the Singapore Economic channel);

Brazilian site: After the goods are shipped from the Shopee SLS transfer warehouse, there is no logistics goods update for more than 75 working days;

2. The order generation time for non-Brazilian sites shall not exceed 120 days, and the order generation time for Brazilian sites shall not exceed 120 working days.

Damaged/missing package:

1. The outer packaging is obviously damaged;

2. The internal goods are damaged or the goods are missing;

3. If it is a fragile product, there must be sufficient cushioning packaging materials;

4. The order generation time for non-Brazilian sites shall not exceed 120 days, and the order generation time for Brazilian sites shall not exceed 120 working days.