Parcel Protection

Comprehensive Protection for Your Orders

Buy&Ship Plus

Free Basic Protection

Purchase Protection

Free Basic Protection

Members enjoy free protection when they ship with Buy&Ship. For protection of goods purchased through Buyforyou or Express Checkout, please refer to Purchase Protection
This plan covers lost or damaged parcels but does not include return or exchange services
Each parcel, associated with a unique tracking number, is considered independently
The compensation of the delivery fee will be refunded into the corresponding member’s account in Buy&Ship credits, which can be used within one year

Lost or damaged parcels

Lost parcels

The maximum compensation per parcel is US$100, which will be settled in HKD based on the exchange rate
This only applies when the entire parcel is lost. It does not apply in the case of partial loss, such as when some contents are missing
Accurate parcel declaration information and proof of purchase is required
Compensation is based on the parcel’s declared value or the invoice sales price, whichever is lowest

Damaged parcels

The maximum compensation will be 30% of the delivery fee, which will be refunded in Buy&Ship credits
If the parcel contents cannot function properly, Buy&Ship will investigate the claim after receiving a request. The investigation result will determine the compensation.
No compensation will be made if the parcel has the following conditions
- Includes liquids, dangerous goods and prohibited items
- Includes fragile goods, goods with improper packaging, and goods that lack appropriate protection (e.g. ceramics, glasses, LCDs, books, paper products, and plastic products)
- Includes intact packaging
- Includes 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
- Includes second-hand or used items

Return and refund process

This plan does not include return or exchange services
Any Buy&Ship members must file a claim within 3 days after they have received their parcels. Late applications will not be considered.
Please send the documents listed below to support@buyandship.today, with “Claim: Standard Plan + Member ID + Order number” in the email subject
- Proof of purchase, such as invoices or transaction records (including the product’s content and value)
- Delivery notifications from the sellers
- Photographs of the damaged parcel/contents of the parcel (if any)
- Buy&Ship reserves the right to request members to provide more information as needed
Buy&Ship 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
Once the member has submitted all required documents, we will respond within 7 days
If the claim is approved, the refund details will be included in an email.

Purchase Protection

Applicable to all products purchased on Buy&Ship, i.e. products purchased via Buyforyou service and Express Checkout
The protection covers lost or damaged parcels and return services but does not include exchange services
Some products may be shipped in separate shipments, and the shopping protection is associated with the shipment‘s tracking number
Compensation will be refunded to the original payment credit card or bank account
The amount of compensation will be based on the product’s price, which shall be the actual amount paid at checkout
The compensation of the delivery fee will be refunded into the corresponding member’s account in Buy&Ship credits, which can be used within one year (If any)

Lost or damaged parcels

If the entire parcel is lost, in the case of all items with the same tracking number, Buy&Ship shall compensate for the product value and the Buyforyou service fee
If partial loss of goods (pertaining to partial items under a single tracking number), Buy&Ship will initiate an investigation upon receipt of a claim and ascertain the compensation amount for the lost items based on the findings of the investigation
If the parcel contents cannot function properly, Buy&Ship will investigate upon receiving the claim, and compensation will be based on the investigation’s result. The compensation will be based on the product’s price, which shall be the amount paid at checkout. Buyforyou‘s service fee is non-refundable

Free returns

If you are not satisfied with your product, you can apply for a return through Buyforyou within 7 days after receiving it. After receiving the email reply, the entire item must be returned intact.
We will refund the price within approximately 21 working days after receiving the returned item.
Returned items must meet the “Return Standards” and are only brand new and have not been used or cleaned. For details, please refer to the “Return criteria” information below.
Return criteria
- Returned items must be brand new, unused and unwashed, including but not limited to
  - The price tag or hangtag of the product must be intact and cannot be torn off or cut off
  - Products sold in sets cannot be returned individually and must be returned together
  - If the product comes with manuals, accessories, gifts, etc., it must be returned intact
- Due to hygiene, safety, respect for intellectual property rights and regulations, the following items cannot be returned:
  - Intimate clothing and personal hygiene products (such as underwear, socks, masks, etc.)
  - Consumables, food and medicines (such as snacks, cans, medicines, etc.)
  - Intellectual property-type products such as audio-visuals and books (such as magazines, audio tapes, video tapes, CDs, DVDs, etc.)
  - Customised products
  - Electronic products and electrical appliances (such as phones, computers, etc.) that have been opened, unpacked or activated
  - Items that were second-hand or refurbished at the time of purchase

Return and refund process

Lost or damaged parcels

Members must file a claim within 7 days of receiving the parcel. Late applications will not be considered
Please send the documents below to support@buyandship.today, with “Claim: Purchase Protection + Member ID + Shipment order number + Claim” in the email subject
- Buyforyou order number
- Briefly describe the reason for the claim
- Pictures of relevant damaged goods (if any)
- Buy&Ship reserves the right to request members to provide more information as needed
Buy&Ship 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
Once the member has submitted all required documents, we will respond within 7 days. If the claim is approved, the refund details will be included in an email
In case of any dispute, the decision of Buy&Ship shall be final

Return request

Members must apply for return within 7 days after receipt. To request a return service, please prepare the following documents and send an email to support@buyandship.today with “Claim: Purchase Protection + Member ID + Shipment order number + Free return” in the email subject to request the return application form
The contents of the returned goods (including the goods themselves, product packaging, accessories and gifts) must be intact and properly sealed in the original packaging. They must be sent to the designated address provided by us or a return label will be sent to the member by email, and Assist with arranging returns. If the original shipping packaging of the product has been lost, please prepare your own outer box to wrap the returned product before sending it out
We will check the product content and information after receiving the goods. If the information is correct, we will arrange the return within 7 working days
We will refund the price of the goods within approximately 21 working days after receiving the returned goods, and the relevant price will be refunded in the form of cash or Buy&Ship credits (subject to the price displayed on the order at the time of payment)

All protection plans provided by OneDegree

Important notes

When collecting your orders

Before signing for the goods, check if the parcel’s packaging is intact and that there is not a significant difference between expected and actual weight. You can choose to photograph or record the unboxing immediately. If there are any irregularities, you can refuse the delivery.
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.
- Buyforyou request number (proxy order number) or Proof of purchase, such as invoices or transaction records
- Photographs of the packaging of the parcel
- Photographs of the contents of the parcel

Excluded from coverage

Condition of parcels

Dangerous goods and prohibited items.
Parcels containing liquids
Second-hand or used items
Fragile, unprotected and easily damaged items (such as ceramics, glass, LCD screens, books, paper products, plastic products, etc.)
The shipment itself was improperly packaged and did not provide suitable protection for the goods.
Shipments with original packaging and intact packaging will not be compensated for any damage.
The packaging is deformed, torn, cracked, etc. but the goods are intact.
Non-carton or wooden box packaging, non-sealed packaging, etc.
The shipment is not claimed within 30 days after it arrives at the overseas warehouse.

Natural disasters

Any damage or 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 sellers, or no inbound information
Suspicious or fraudulent websites, or any inability to contact the sellers
Parcels that lack a valid signature by a receiver at a Buy&Ship warehouse, or that lack certified proof of delivery by the responsible overseas courier to our overseas warehouse
Incorrect or inaccurate overseas shipping address which is not the same as the warehouse address provided in Buy&Ship’s member centre
Parcels lost due to the fault of the sender (e.g. providing invalid/fake documentation)
Parcels damaged, deteriorated, or in otherwise poor condition upon arrival at a Buy&Ship warehouse, or which contain quantities of goods different from the amount ordered from the seller (Not applicable for orders protected by Purchase Protection)
Parcels with contents that have passed their shelf life, warranty period, or other time-sensitive conditions due to 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
Any temporary prohibitions, restrictions or sanctions on exporting or importing goods imposed on any of Buy&Ship’s export or service regions