Insurance And Compensation
About this article
See how CNCartGo shipping coverage varies by line and destination, including loss, damage, delay, customs events, evidence and claim steps.
Quick Answer: How does shipping insurance and compensation work?
Coverage is route-specific. The original coverage table below is the controlling reference for each line, destination, event and compensation rule. A parcel may be covered differently for delay, loss, damage or customs seizure, and not every shipment has the same protection. Confirm the applicable line and service before dispatch.
How to read the coverage table
- Identify the line and destination. Find the shipping line, service type and country or region in the first columns.
- Match the incident. Check the separate rule for parcel delay, parcel loss, parcel damage or customs seizure.
- Check evidence and exclusions. Keep tracking records, packaging photos, invoices and any customs notice; review the listed exceptions before assuming coverage.
- Submit a claim through support. Send the order number, tracking number, route, incident date and evidence so the carrier or customs status can be verified.
Important coverage boundaries
- There is no universal insurance amount. Compensation can depend on the line, destination, declared or actual value, shipping fee and the table conditions.
- Common exclusions in the table include incorrect recipient information, unpaid duties or taxes, prohibited goods, missed pickup or evidence that the carrier did not accept the claim.
- Customs seizure, delay and damage have different tests. Do not assume that coverage for one event applies to another.
- The table is operational guidance and can change with carrier or destination rules. For a current case, use Contact Us and keep the written response.
Delay thresholds by route and destination
The following reference makes the delay section of the original coverage table easier to read. These are thresholds for assessing a delay claim, not promised delivery times. The listed compensation applies to eligible insured AC Care / Free Care Service parcels and remains subject to the route conditions and exclusions.
| Route | Destination | Delay threshold after shipment | Delay compensation shown |
|---|---|---|---|
| Packet lines in the first group of the original table | All countries shown for those lines | Not delivered after 45 days | / |
| Brazil packet lines in the original table | Brazil | No delay threshold stated in this row | / |
| EMS-HN / EMS-HZ | Japan | Not delivered after 30 days | Refund 20% of shipping fee |
| EMS-HN / EMS-HZ | Hong Kong (China), Taiwan (China), Macao (China), South Korea, Singapore, Malaysia, Thailand, Philippines, North Korea, Cambodia, Mongolia, Indonesia, Vietnam | Not delivered after 30 days | Refund 20% of shipping fee |
| EMS-HN / EMS-HZ | United Kingdom, Germany, France, Australia, New Zealand | Not delivered after 60 days | Refund 20% of shipping fee |
| EMS-HN / EMS-HZ | United States | Not delivered after 90 days | Refund 20% of shipping fee |
| EMS-HN / EMS-HZ | Ireland, Austria, Belgium, Denmark, Finland, Netherlands, Canada, Luxembourg, Norway, Portugal, Sweden, Switzerland, Spain, Greece, Italy, Poland, Czech Republic; other countries | / | / |
| UPS(HK)-5000 / UPS(HK)-8000 / UPS-TK | All countries shown for those lines | Not delivered after 30 days | Refund 20% of shipping fee |
Delay exclusions: The listed packet, EMS and UPS delay criteria exclude failed delivery caused by incorrect recipient information and parcels not collected in time. The first packet group and UPS also exclude parcels whose tracking shows a signature or successful delivery. A slash (/) or an empty cell does not establish a compensation entitlement; ask support to confirm the applicable route.
Delay, loss, damage and customs seizure are separate claim types
A delay threshold alone does not establish that a parcel is lost or that its full value will be reimbursed. Loss claims require the route-specific tracking conditions and carrier confirmation described in the original table. Keep receipts, tracking records, customs correspondence and an unboxing video for damage evidence. Check the separate loss, damage and customs-seizure columns for compensation limits and exclusions.
Open the full-size original coverage table to check the exact line name and all claim conditions.
Original coverage table
cncartgo reserves the final right to interpret the above content. Thank you for your understanding.
Insurance and compensation FAQ
Is every parcel automatically insured?
No. Protection varies by route, destination and selected service. Check the applicable row in the table or ask support before dispatch.
What evidence should I keep?
Keep the order number, tracking history, parcel and packaging photos, declared-value information, receipts and any carrier or customs notice.
Does insurance always cover customs seizure?
Only when the selected line and the table conditions cover that event. Prohibited goods, inaccurate declarations, unpaid duties or missing documents may be excluded.
Where do I start a claim?
Contact support with the order and tracking details, then follow the carrier or customs evidence process. The Buyer Protection explains the general escalation path.
Sensitive goods and coverage
For batteries, liquids, powders, medicines, magnets, branded goods or fragile items, confirm route eligibility before relying on any insurance or compensation rule. A quote or insurance option does not override carrier or customs restrictions.
Start with the prohibited and restricted items guide, then read the Shipping Policy. For a case-specific route and coverage review, follow the support contact instructions and send the product details before dispatch.
Last reviewed: September 5, 2026. Marketplace rules, fees and shipping coverage change over time; check the live pages for current terms.
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