How to compensate for package damage?

The purchased/transshipped goods are fragile

If your product is fragile (such as glass, ceramic products, etc., including but not limited to the above products), in view of the current logistics company's regulations on the transportation of fragile products, CNstorm guarantees the integrity of the product before delivery, but if If the product is damaged during delivery and is judged as fragile by the logistics company, the resulting loss shall be borne by the user.

The outer packaging of the package is damaged

1. Regardless of whether the outer packaging is obviously damaged or torn, the goods must be inspected in front of the courier before signing, and make a note on the waybill before signing or directly rejecting the sign if there is a problem;

2. If the package that has not been signed in front of the courier is damaged or missing, please keep the outer box (including the sealing tape) and report it to the local post office within 2 days after signing (subject to the delivery time of the logistics provider's website), And provide goods invoices, physical photos and other information to contact us to apply for compensation to the post office for you

3. When the product you purchased has quality problems after using it for a period of time, as long as the product is still within the quality guarantee period, and you have the original purchase certificate and product quality assurance card, you can entrust CNstorm to contact the merchant in mainland China for refund/ Exchange;

4. When you need after-sales service, it is recommended to contact us by email, online customer service, or QQ customer service. Please describe your problem in detail, and provide photos of the package and the product, etc. CNstorm will accept your problem as soon as possible after verifying it. Provide solutions (including but not limited to refund of fees, return and exchange of goods, etc.).

Missing/small items in the package

1. If the package received is missing or missing, please contact our online customer service or send an email to support@cnstormgroup.com for feedback within 7 days after signing for receipt (subject to the delivery time on the logistics provider’s website). If the package fails to be fed back in time, it will not be processed after the time expires.

In any of the following situations, we will not accept the goods you request to return:

1. The product is exchanged, the original appearance is changed, or the parts are lost;

2. Products that have been unpacked, such as software packages, CDs, DVDs, cassettes, etc.;

3. Commodities without original proof of purchase.

4. In case of missing, damaged, or defective products, please contact customer service within 72 hours after signing for the package. Overdue will not be accepted.

Compensation Standard for Lost Parcels

(1) Compensation Rules


If your package is lost, we will give the corresponding compensation amount according to the declared amount you filled out when submitting the waybill.


Note: For lost packages, the international shipping fee will be compensated separately, which is not included in the compensation amount here;




(2) Disclaimer


1. Caused by force majeure;

2. If the delivered items violate the prohibition or restriction regulations, they will be confiscated by the competent authority or dealt with in accordance with relevant laws and regulations;

3. The package of the mail is intact at the time of delivery without any signs of dismantling, and the weight is not reduced, but the internal parts are short or damaged;

4. The mail has been signed for;

5. Due to the responsibility of the customer or the reason of the sent item itself, the loss or delay of the mail is caused;

6. The customer fails to inquire or file a claim for compensation from the date of delivery of the mail to the expiration of the inquiry period;

7. The international mail is detained, confiscated or destroyed by the destination country according to its domestic laws.


(3) Items that are prohibited from being delivered by mail


1. Items that are prohibited by national laws and regulations from circulation or delivery;

2. Explosive, flammable, corrosive, radioactive and toxic substances;

3. Reactionary newspapers, books, windows or obscene articles;

4. Various currencies;

5. Articles that hinder public health;

6. Perishable items;

7. Live animals (except bees, silkworms, and leeches whose packaging can ensure the safety of delivery and staff);

8. Improperly packaged items that may endanger personal safety, pollute or damage other mail equipment;

9. Other items that are not suitable for postal conditions.


(4) Postal practice prohibits posting


1. The nature of the item or its packaging is suspected of injuring postal service personnel or defacing mail or postal equipment;

2. Items with sharp edges such as metal buttons for sealing, which may hinder mail handling;

3. All kinds of firearms, ammunition, explosives, flammables, corrosives, radioactive elements and containers, strong poisons, narcotics, biochemical products and infectious substances;

4. Various obscene publications, publicity materials, printed materials, etc. that endanger social security and stability;

5. Various items that hinder public health;

6. Documents or items that are prohibited from entering or circulating by the other party;

7. In addition to the above-mentioned general regulations, the relevant regulations of the customs department should also be followed.


(5) Postal regulations in Taiwan prohibit delivery


1. The nature of the item or its packaging is suspected of injuring postal service personnel or defacing mail or postal equipment;

2. Items with sharp edges such as metal buttons for sealing, which may hinder mail handling;

3. Flammable, explosive or other dangerous goods. However, the perishable biological materials that are packaged and sent to each other by the filing agency in a special way are not subject to this restriction if the relevant competent authority issues a transport certificate;

4. Live animals. However, bees, silkworms, leeches, parasites that are parasitized by filing institutions or insects that are used to eliminate pests are not subject to this restriction;

5. Radioactive materials;

6. Opium, morphine and other narcotic substances. However, if the transportation certificate is issued by the relevant competent department or the judicial agency or the judicial police agency prepares a document certificate for the purpose of litigation evidence, it will be sent to each other as an insured or declared value package, or as an insured package for medical or scientific research. Permitted items are not subject to this restriction;

7. Documents or items that are indecent and detrimental to public morals. However, if it is certified in writing by a judicial agency or a judicial police agency for the purpose of litigation evidence, it is not subject to this restriction to send registered letters or packages to each other;

8. Documents or items that are prohibited from entering the place of destination;

9. Documents or items that are prohibited from being sold and manufactured by the relevant authorities in Taiwan. However, if it is certified in writing by a judicial agency or a judicial police agency for the purpose of litigation evidence, it is not subject to this restriction to send registered letters or packages to each other;

10. Lottery and lottery-related advertising leaflets. However, if it is certified in writing by a judicial agency or a judicial police agency for the purpose of litigation evidence, it is not subject to this restriction to send registered letters or packages to each other;

11. Other prohibited items stipulated by laws and regulations.


(6) Others


1. The right to interpret the package compensation is reserved by CNstorm.

CNstorm compensation rules and standards

typeCompensation and Compensation BasisCompensation and Compensation StandardsPayment and Compensation Instructions
Lost and damaged packagesIn the CNstorm warehouse, the packaged goods before transshipment are lost or damagedAfter the surveillance video confirms that it is indeed the reason of CNstorm, the actual purchase price of the product can be compensated or the product can be returned or exchanged for free.
PS: If the package is missing or damaged due to factors of the seller or the courier company, the compensation shall be paid according to the compensation rules of the seller or the courier company.
After the product package is signed and recorded, it is lost or damaged in the CNstorm warehouse
Package operation delayTime limit for storage: within 2 working daysAfter completing the normal operation, if the package storage operation is not completed within the promised time (normal package: non-confirmed verification, embargoed or no order), a delay compensation of 2 yuan/order will be given (billed according to the order quantity)The receipt time is subject to CNstorm; the peak period of logistics peak season is subject to the latest announcement or actual timeliness!
Shipping time: within 2 working daysFor transshipment parcels, the user submits the international waybill, after the mailing order, if the delivery is not delivered within the promised time, a delay compensation of 5 yuan/waybill will be given (charged according to the waybill package)After the order is mailed, if the goods are not delivered within the promised time, a delay compensation of 5 yuan/waybill will be given (charged according to the package of the waybill); the peak period of the logistics peak season is subject to the latest announcement or actual timeliness!
Delays in Refunds and WithdrawalsThe freight difference of returned goods: the difference of overcharged freight will be refunded automatically within 72 hours.If you fail to refund and withdraw cash in time, apply for a 10 yuan coupon for compensation (only for deduction of shipping fee within a limited period, and one coupon can only be used for one waybill).If you fail to refund and withdraw cash in time, apply for a 10 yuan coupon for compensation (only for deduction of shipping fee within a limited period, and one coupon can only be used for one waybill).


Note: Special reasons such as network outages, power outages, system maintenance updates and other factors that cannot be controlled by humans, time is not included.
Product refund: If there is a discount on the product ordered by the purchasing agent, the difference noted by the user will be refunded within 72 hours.
Application for cash withdrawal: After providing correct and detailed application withdrawal information, the withdrawal will be made to the customer's original payment account within 5-10 working days.
package delivery delayDHL brand price: more than 8 working days compensation

DHL: more than 10 working days compensation

Merchant discount for bulk goods: 12 working days for compensation

General express line: more than 15 working days compensation

EMS: more than 20 working days for compensation

US special line, sensitive line: more than 20 working days compensation

EUB, AIR, AIR sensitive lines: more than 30 working days for compensation
Postal delay: If the corresponding logistics transportation method fails to complete the delivery of the package within the promised delivery period, a compensation of 5% of the international transshipment fee will be given;


Time limit for compensation: within 5-10 working days from the date when the user applies for compensation (except for special circumstances, such as: holidays, etc.)

1. When CNstorm is affected by factors beyond the control of CNstorm, such as customs security inspection, natural weather, peak periods of the logistics industry, local political situation or irresistible non-human factors, the latest announcement time limit or confirmation results shall prevail!

2. Time limit for announcement: The time limit for announcement is working days, excluding statutory holidays and weekends.

3. The user's own reasons such as the address, contact information, recipient's name provided by the user are wrong, rejection, the recipient does not cooperate with customs clearance, and the recipient cannot be contacted during delivery, etc. are not within the scope of compensation!

4. Start and end time: start date: on the premise of being mailed, the package order submitted before 17:00 Beijing time will be counted on the same day, and the package order submitted after 17:00 will be counted from the next day (weekends throughout the year, statutory Excluding holidays, it is calculated around 17:00 on normal working days);
Termination time: subject to the first delivery of logistics feedback or the time of contacting the recipient!



Lost International PackageShipping methods for parcels that have not been received within one month: DHL, DHL brand price, ordinary express line, merchant special offer for bulk goods, sensitive line, US line, EMS, Canada line


Shipping method for parcels not received within 2 months:
AIR, AIR sensitive line, EUB, four-way small bag

It is necessary to provide the local logistics or post office, and the package has not been signed and stamped to prove that the package is lost, and the freight will be fully compensated. Commodity value provides commodity payment transaction records.
Note: Calculate the delivery days of the package from the date of delivery by the logistics provider recorded in the system.

1. If the logistics provider confirms the loss, it will be treated as lost;
2. If the logistics provider confirms that the package is delayed, it will be dealt with according to the compensation regulations for delayed transportation;
3. If the package is found and successfully delivered according to the follow-up and logistics feedback query of the lost package, negotiate with the user to deal with it;
4. If the package is not signed and stamped to prove that the package is lost, the freight will be refunded in full, and the compensation for the value of the product will be paid in accordance with the terms of the "Compensation Standard for Package Loss"; (the product is subject to the delivery record)

Note: The compensation for this plan is limited to the above problems caused by the non-buyer's own circumstances, and the compensation will be paid according to this plan.
For commodity value compensation, please refer to "Compensation Standards for Lost Packages"
package returnedSecurity inspection return (domestic return package)Free reship or refund the shipping fee

(Customs declaration fee of 8 yuan and related consumables, reinforcement and other value-added service fees will not be refunded)
Free reshipment is available under the premise of the original logistics transportation method selected when submitting the waybill.

If the logistics reply needs to charge return fee, re-mail fee and change to other transportation methods, the additional cost of successive poor students needs to be communicated with the customer, and the recharge will be deducted before another operation.
Overseas returnsThe reason for the return is:

Due to operational errors such as courier address and other related information and filling when making the order, resulting in delivery errors or loss of the face sheet, I will resend it once or refund the shipping fee

Overseas return, the following circumstances will not be compensated:
1. If the international security inspection fails, the customs prohibits importation, confiscates, destroys, detains, etc.;
2. No sign for receipt;
3. The receipt information is not detailed;

4. Inadequate submission, the user's own problems lead to incomplete submission or visa refusal.

5. The recipient will be responsible for the cost of the package being returned or destroyed due to the inability to contact the recipient or the recipient's failure to cooperate with the customs clearance.