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Parcel Delay, Loss, and Claims Process

Parcel Delay, Loss, and Claims Process

Quick Answer

Lost or damaged shipments can be claimed through Fuuffy support, with standards varying by courier: UPS and FedEx basic cover is freight refund plus declared value (capped at HKD 770 and HKD 750 respectively); dedicated lines pay less, and some channels offer no compensation at all. Claims must generally be filed within 7 to 14 days of delivery; add shipment protection at checkout for high-value goods.

When Can I File a Claim?

Compensation mainly covers lost shipments and damage in transit:

  • Lost shipments: if tracking stalls for an extended period, contact Fuuffy support to open a tracing case with the courier. On the EconomiQ line, for example, a parcel is formally declared lost only after the carrier confirms it, or after tracking has been silent for 30 days.
  • Damage: if the recipient finds damage at delivery, photograph everything immediately, keep all packaging, and contact support to file per the courier's requirements (see below). Note that some lines, such as EconomiQ, do not compensate for damage.
  • Delays: delays caused by customs inspection, weather or flight capacity generally carry no compensation. If tracking stops updating for a long time, contact support and we will help trace the shipment.

Basic Compensation by Channel (Without Add-on Protection)

Without add-on protection, compensation follows each channel's basic standard, and is always the lower of the declared value and the compensation cap:

ChannelBasic CompensationNotes
UPSFreight refund + declared value, up to HKD 770Add-on protection available
FedExFreight refund + declared value, up to HKD 750Add-on protection available
EconomiQUp to HKD 232 per shipmentLoss only; no damage cover
VeeloHKD 60/kg, up to HKD 1,200 per shipment (lower applies)No freight refund; no add-on protection
Australia Post, Morning Global, USPS Ground Advantage, FedEx GroundNo compensation offeredUse UPS / FedEx IP for high-value goods

High-Value Shipments: Add-on Protection

Basic caps are low, so add protection before paying ("Review Order → Payment Details → Shipment Protection") when shipping valuable items:

  • UPS: HKD 17 per HKD 770 of cover (amounts under HKD 770 count as HKD 770), plus a HKD 20 Fuuffy admin fee per shipment.
  • FedEx: HKD 18 per HKD 750 of cover, plus a HKD 20 admin fee per shipment.
  • EconomiQ: premium = (1× freight + 1× declared value) × 0.7%, cover capped at HKD 20,000 (taxes excluded), loss only — damage is not covered.
  • Aramex, Australia Post, Veelo: add-on protection not available.

Note: payouts are always the lower of the declared value and the insured amount — insuring above the declared value does not increase compensation.

How to File a Claim

  1. Preserve evidence immediately: for damage, have the recipient photograph the outer box, inner cushioning and damaged goods from multiple angles, and keep all original packaging and the damaged items — discarding them often leads to rejection for "inadequate packaging".
  2. Prepare supporting documents: the commercial invoice (your Fuuffy declaration), proof of purchase or cost, and photos. If tracking shows "delivered" but the recipient has nothing, include a written statement or chat record from the recipient confirming non-receipt.
  3. Submit via Fuuffy support: send your Order ID and documents to our support team, and we will file the claim with the courier on your behalf (UPS cases are appealed and followed up by us; FedEx claims can also be lodged via its website).
  4. Mind the deadline: claims must generally be filed within 7 to 14 days of delivery. Review is handled by the courier and processing time is not guaranteed, so act as soon as you spot an issue.

Warning: under-declaring value voids your protection

Under-declaring to help buyers avoid duties (e.g. declaring USD 500 electronics as USD 10) means the courier will compensate strictly at the declared amount if the parcel is lost — store sales records will not be accepted. False declarations or undeclared restricted items (such as built-in batteries) that lead to seizure also void compensation entirely, with all resulting costs borne by the sender.

Notice: EconomiQ has a narrow compensation scope

EconomiQ compensates only for confirmed loss (carrier confirmation or 30 days of tracking silence). Damage in transit, parcels marked "delivered" that the recipient disputes, and loss during the return process are all excluded. For high-value or fragile goods, choose UPS or FedEx IP with add-on protection.

Tracking stalled or shipment suspected lost? Contact Fuuffy online support with your Order ID and we will open a tracing case and handle the claim with the courier for you.

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