Parcel insurance and carrier compensation are subject to the selected shipping line and the applicable policy. Check protection before dispatch, then keep the records needed to report a problem.
Insurance premium, covered events and compensation limits
Shipping insurance is an optional paid service. Review the premium, insured goods, covered events, exclusions and compensation limit before choosing it. Coverage follows the relevant insurance terms; selecting insurance does not mean every loss is covered.
If you do not purchase insurance, any available compensation follows the shipping provider’s basic rules and limits. Do not assume those limits equal the full product price or the total amount spent on the order.
Tracking delays and confirmed parcel loss
A tracking pause is not sufficient evidence that a parcel is lost. OOTDBuy or the carrier may need to start an investigation and obtain a formal loss determination before a loss claim can proceed.
Delivery delay alone does not create an automatic right to a full refund. The shipping channel’s loss criteria, inquiry window and claim deadline must be checked for the particular shipment. Report concerns early rather than waiting until a general example period has passed.
Transit damage and fragile-item exclusions
For international transit damage, keep clear evidence of the parcel and affected goods. The carrier or insurer may require a damage assessment or certificate. The final compensation depends on the verified damage and the applicable cover.
Fragile goods such as glass and ceramics carry a specific damage exclusion in the shipping guidance. Reinforced packaging does not remove that exclusion. Fragile-item damage and parcel loss are different claim categories; do not assume protection for one includes the other.
Prohibited or restricted shipments, customs confiscation, product defects, user-caused loss and specified events outside the coverage can also be excluded. Review the actual policy instead of relying on the presence of an insurance option.
| Situation | What needs to be established | What it does not prove |
|---|---|---|
| Tracking has stopped updating | The route’s inquiry process and carrier investigation | A pause alone is not confirmed loss |
| An item arrived damaged | Evidence of the damage and the applicable cover | Reinforcement alone does not establish insurance coverage |
| Fragile contents broke | The fragile-item exclusion and any eligible separate claim category | Coverage for parcel loss does not automatically cover breakage |
| A seller sent the wrong variant | The purchase and warehouse after-sales record | A seller issue is not automatically a transit-insurance event |
Identify the event before choosing the support route. Seller after-sales, carrier tracing and an insurance claim can require different evidence even when they concern the same order.
Purchase, parcel and carrier evidence
Keep the following records together:
- OOTDBuy parcel number and affected order IDs.
- Carrier tracking number and relevant tracking events.
- Purchase or invoice records and proof of the amount paid.
- Photos of the label, outer carton, seals, contents and damage.
- Carrier report, inspection record or loss confirmation where required.
For a missing item, identify the specific order and preserve the parcel’s item list. For a suspected weight discrepancy, retain the weighing evidence and packaging.
Report, investigation and claim settlement
Contact OOTDBuy customer service or use the available after-sales route promptly. Report delivery problems to the local carrier as well, following the delivery and tracking instructions. Claim and inquiry deadlines vary, so check the selected line without delay.
Compensation is assessed after verification and according to the relevant carrier or insurance terms. Keep the support record until the decision and any account credit are complete. Opening a ticket is not approval of the claimed amount.