To claim for lost or damaged orders under J&T Express, you must raise a return/refund request before Shopee Guarantee ends and provide all the supporting evidence listed below:
You will be able to claim up to a maximum of $200, depending on your case. The claim must be made within 30 days from the date of delivery.
For claims of lost orders:
If the signature on the J&T Express tracking site does not belong to you, please proceed to raise a return/refund request.
Select the reason code “Did not receive the order” and indicate under the remark that "the signature doesn't belong to me".
For claims of damaged orders:
If the evidence provided is insufficient, our team will contact you to request for more supporting evidence.
Please note that we will close the investigation and will not be liable for the damages if we do not receive any response within 2 working days after submission.
If you require further assistance, contact our Customer Service Team through Chat with Shopee via the Me tab on Shopee App.