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The claims process for parcels managed by Shopee Integrated Logistics depends on whether you have a damaged or lost parcel.

1. Damaged Parcels

You'll need to raise a return refund request before the Shopee Guarantee period ends. Please provide us with pictures of the damaged item so we can investigate further.

When taking photos of the parcel, please look for the following details:

1. Check if the seller wrapped the item with adequate interior and exterior packaging.
2. For fragile items, check for labels/any other indication to inform delivery staff of the parcel contents. If the seller only used writing/drawing, it would be considered inadequate.
3. Check for sufficient cushioning materials such as Styrofoam blocks and sheets, or bubble wrap, etc within the parcel.
4. For liquid items, check for labels with an upright arrow symbol to indicate how to position the parcel. If the seller only used writing/drawing, it would be considered inadequate.

2. Lost Parcels

You’ll have to raise a return refund request before:

1. Shopee Guarantee ends and/or Order is marked as Delivered on Shopee App and/or NinjaVan’s tracking site.

⚠️ Note

If the signature appearing on the NinjaVan's tracking site does not belong to you, please proceed to raise a return refund request and select the reason code “Did not receive the order”. Add a remark "signature doesn't belong to me".