Got some troubles with your shipment? You can follow the steps below to file a claim investigation. We will help you to make things right.
All claims must be submitted promptly within 7 days after the delivery or expected delivery date through the following link. Late submissions will not be accepted.
After receiving your application form, Spaceship will promptly follow up with the relevant courier company. The entire review process will take approximately 4-10 weeks. Spaceship will notify you as soon as the courier company has any new updates or the review results.
Claim Conditions
- It is crucial to provide proof of the lost or damaged goods and evidence of the courier company's error.
- The liability will not exceed the repair cost, depreciation value, or repurchase cost of the goods, regardless of the declared amount.
- The packaging and packing method chosen are critical factors in determining liability, and improper packaging or damage due to improper packaging will not be considered as the courier company's error.
- Compensation will not be provided for cases where only the external packaging is damaged but the contents remain intact.
- Compensation is not eligible for incorrect information about the goods, delayed goods, shipments marked as "delivered," or indirect losses such as contractual penalties and impact on personal or corporate reputation.
- Losses or damages caused by specific events such as acts of god, natural disasters, war risks, prohibited items are not eligible for compensation.
- For Spaceship Air, it is recommended to review the lost investigation and compensation guide for detailed information and instructions.
- For Cainaio, if the goods have a delivery record, no claims will be accepted after 2 working days from the date of delivery. If the goods have a storage record but no delivery record, no claims will be accepted after 30 calendar days from the date of storage.
💡You can transfer your shipping risk by purchasing Spaceship Care.
Compensation arrangement
Please refer to the "Maximum Liability" compensation table for the terms and conditions of each courier company.
💰Compensation is limited to the maximum liability and the declared value, whichever is lower. Each courier company has its own compensation policies and terms that apply.
| Company Name | Maximum compensation amount | Refund Policy |
| Aramex Express | Aramex limits its liability for loss or damage to US$100 or its equivalent per waybill, whichever is lower. | If the package is damaged, compensation will be based on the partial value of the shipping fee and the goods. If the package is lost, the shipping fee and the declared value will be refunded, subject to the compensation limit. |
| Cainaio | For lost or damaged items, Cainaio offers a maximum compensation of HK$780 per shipment, determined by either the product's cost or its declared value, whichever is lower. | If a package is lost or damaged, the total compensation amount (shipping fee + product cost) should be within the maximum compensation. Documentation proving the cost of the product will be necessary. |
| DPEX worldwide | DPEX's liability for loss and damage is limited to a maximum compensation of $100 USD or its equivalent, whichever is lower, per waybill. | If the package is damaged, compensation will be based on the partial value of the shipping fee and the goods. If the package is lost, the shipping fee and the declared value will be refunded, limited to the compensation amount. |
| DHL Express | DHL Express's total liability for any damage (direct or indirect) or loss, regardless of the form of action or claim, is limited to 100 euros per event. | If the package is damaged, compensation will be based on the partial value of the shipping fee and the goods. If the package is lost, the shipping fee and the declared value will be refunded, subject to compensation limits. |
| FedEx Express |
For any lost or damaged items, the maximum compensation from FedEx is US$100 per item or US$20 per kilogram (or US$9.07 per pound), whichever is higher. For FedEx envelopes or packages sent to any destination, the maximum declared value for customs is $500, and the maximum declared value for insurance is $100 or $9.07 per pound, whichever is higher. Items with a value (actual or declared for insurance) exceeding $500 should not be shipped using FedEx envelopes or packages. |
If the package is damaged, compensation will be based on the partial value of the shipping fee and the goods. If the package is lost, the shipping fee and the declared value will be refunded, subject to the compensation limit. |
| Hong Kong Post | Any claim / compensation are not available for this carrier | Any claim / compensation are not available for this carrier |
|
SF International / SF Hong Kong Delivery |
SF Express limits its liability for loss and damage to USD 100 or its equivalent per waybill, whichever is lower. |
If a package is damaged, compensation will be based on a partial value of the shipping fee and the product value. If the package is lost, the shipping fee and declared value will be refunded, subject to the compensation limit. |
| Spaceship Air |
Spaceship Air's liability limits for lost items are as follows, with specific amounts varying by destination: Spaceship Air Standard - United States: Compensation limited to 200 Hong Kong dollars per waybill - Canada: Compensation limited to 500 Hong Kong dollars per waybill - Australia: Compensation limited to 100 Hong Kong dollars per waybill - New Zealand: Compensation limited to 200 Hong Kong dollars per waybill - European Union: Compensation limited to 150 Hong Kong dollars per waybill - United Kingdom: Compensation limited to 200 Hong Kong dollars per waybill, with no further compensation provided after the final mile scan.
Spaceship Air Priority/Spaceship Air Economy/ Spaceship Air Cosmetics: The maximum compensation for each waybill is 200 Hong Kong dollars.
Spaceship Air Southeast Asia: The maximum compensation for each waybill is 400 Hong Kong dollars. |
If a package is lost, the total compensation amount (shipping fee + declared value) should be within the maximum product liability as specified by each country.
Compensation for shipment damage is not available. |
| UPS Express | UPS's liability for loss or damage is limited to US$100 (or the equivalent in local currency) or the declared value of the package, whichever is lower. | If the package is damaged, compensation will be based on the partial value of the shipping fee and the goods. If the package is lost, the shipping fee and the declared value will be refunded, subject to compensation limits. |
*You can refer to common reasons for claim denial to ensure that you meet the claim conditions.
Last updated: 17 Sep 2024