Spaceship Care - Terms and Conditions

• Only applicable when the entire parcel is lost

• Not applicable for the case of partial loss (i.e. some expected contents missing)

• Requires accurate parcel declaration information and proofs of purchase

• The maximum claim of per parcel (with individual tracking number) is HKD50,000 and will be settled in HKD. *

• Compensation will be the lesser of the parcel’s declared value or the invoice sales price

• The compensation of the value of the lost parcel and relevant delivery fee will be credited to bank account in Hong Kong.

Damaged Parcel Coverage

• If parcel contents cannot function properly, Spaceship will investigate the claim with the selected courier and vendors after receiving a request. Compensation will be determined by the joint investigation result

• The maximum compensation will be 20% of the declared parcel value, capped at HKD10,000 per parcel

• The compensation of the value of the damaged content will be credited to bank account in Hong Kong.

• No compensation will be made if any parcel is at the following conditions

- With liquids, dangerous goods and prohibited items;

- With fragile goods, goods with improper packaging, and goods that lack appropriate protection(e.g. ceramics, glasses, LCDs, books, paper products, and plastic products);

- With intact packaging;

- With distorted, demolished, or damaged outer packaging where there is no actual damage to the contents;

- Parcels packed without an appropriately strong outer carton box, wooden box, and sealed packaging.

Excluded from Coverage

Condition of Parcels

• Dangerous goods and prohibited items

• Parcels containing liquids

• Fragile goods, goods with improper packaging, or goods that lack appropriate protection, including ceramics, glasses, liquid crystal displays (LCDs), books, paper products, and plastic products

• Parcels with improper packaging or inappropriate protection

• Risk of Rust, Oxidation and Discoloration

• Mechanical and/or electrical and/or electronic derangement and/or breakdown of the Subject-Matter Insured or any part thereof

• Risks of mold, vermin, moth, wear and tear and gradual deterioration, staining, tearing, marring, scratching of Used Goods(howsoever caused), nor for any loss attributable to improper packing

• Risks of chipping, cracking, or denting, unless there is significant damage of the outer packing, otherwise there is no cover.

• Goods with intact packaging contained in parcels of any state

• Distorted, demolished, or damaged outer packaging without any actual damage to the parcel contents

• Parcels packed without an appropriately strong outer carton box, wooden box, or sealed packaging

Natural Disasters

• Any Damage/ Loss which may be due to

  • Natural deterioration or losses

  • Bad weather, lightning, tsunamis, earthquakes, floods and other natural disasters during transportation

  • Any temperature or humidity changes

  • Natural disasters may include, but are not limited to, earthquakes, tornadoes, storms, floods, fires, plagues, fog, snow, frost, or geological disasters

Unforeseen Circumstances

• Negligence or actions by any customs agency, carrier company, or government officials, such as customs returns, flight delays, et cetera

• Parcels with improper, incomplete, or false declaration information, or which lack a valid tracking number

• Parcels with false proof of receipt, inaccurate pre-declared information, wrong delivery from senders, or lack of shipping information

• Suspicious or fraudulent websites, or any inability to contact the senders

• Parcels lost prior to receipt at Spaceship, or where the sender provided false documentation

• Parcels damaged, deteriorated, or in otherwise poor condition upon arrival at a Spaceship warehouse, or which contain quantities of goods different from the amount declared from the senders.

• Parcels with contents that have passed its shelf life, warranty period, or other time-sensitive conditions due to the customs clearance

• Losses due to fluctuations in market prices

• Transportation accidents, invasions, insurrections, strikes, or other regional disputes, such as civil disturbances, terrorist attacks, or war during parcel transit

• Radioactive contamination

• Government sanctions

• Any temporary prohibitions or restrictions on exporting or importing goods imposed on any of the service countries.

Precautions for Receiving Your Parcel

• Check that the parcel’s packaging is intact and that there is not a significant difference between expected and actual weight

• No matter the condition of the outer packaging, inspect the parcel first in the presence of the courier or any relevant staff before signing the courier’s delivery receipt

• If the parcel or its contents are found to be damaged, please prepare the following documents and keep all the packaging and contents of the parcels until the investigation is completed

  • Proof of purchase, such as invoices or transaction records

  • Photographs of the packaging of the parcel

  • Photographs of the contents of the parcel

• If the parcel or its contents are found to be damaged, you reserve the right to refuse to sign any documents from the courier and to take photographs of the parcel immediately

How to Claim

• Please submit a complete parcel lost claim form  OR parcel damage claim form
• Proof of purchase, such as invoices or transaction records (including the the product’s content and value)
• Photographs of the packaging and contents of the parcel (if any)
• Spaceship reserves the right to request members to provide more information as needed
• Spaceship reserves the right to refuse a claim if any above-mentioned documents are lacking or if we are not able to confirm the necessary details
• Please keep all the packaging and contents of the parcels until the investigation is completed
• We will respond within 14 days after all the necessary documents are provided
• Members will be notified by email upon completion of the claim
• Any claim of compensation will NOT be accepted 7 or more days after the receipt of the parcel or expected delivery date.

* Definition of Parcel: Parcel is a packaged, individual shipment. Parcels may be shipped in a variety of packages including the standard box packaging available from the Spaceship or self-packaging by the shipper.