Help 1399 and 1398
The ceiling on what is owed when a parcel is late, lost or damaged
One page, one subject: what the operator states it will pay, under what conditions, and inside which two windows. Cited once as a ceiling, not priced against anything else on this site.
The search above opens the product catalogue if you are still choosing.
Home / Compensation, claims and return windows
Three abnormal states, settled three different ways
The after-sales pages name delay, loss and damage as the three abnormal statuses during international transportation, and treat them separately.
The sentence that matters for planning is the one about what happens without cover. There is no delay compensation at all, and loss or damage is settled at the standard of the line you chose rather than at a house rate. Since line standards differ, the answer to "what would I get back" depends on a decision you made at submission.
Compensation timeliness is measured from when the parcel is sent from the warehouse. The article asks you to contact customer service first, and says the refund is issued after verification.
What the cover costs, in the operator's words
After-sales Serviceupd 2026-08-05
For an insured value of RMB 1,000 or less, the protection fee for either service (Parcel Value Preserver / Parcel Safety Protector) is RMB 20 per parcel. ... For an insured value exceeding RMB 1,000, the rate for both services is 2% of the declared insured value.
Two services sit under the same name: one for total loss, one for damage. The flat figure applies up to an insured value of RMB 1,000 and the percentage applies above it, so a small parcel pays the flat fee either way.
Delay cover is separate and is quoted per shipment. The article is explicit that it is refundable only if the parcel is cancelled before dispatch.
Delay cover is a different product
Help 1398 covers delay on its own. It states the premium per shipment, and then states something more useful: compensation is still subject to the compensation policy of the logistics line. Buying cover does not replace the line's terms, it sits on top of them.
The article also sets out where the purchase happens, which is inside My Warehouse when you choose the type of delivery, not afterwards.
Two windows, and they are not the same length
Claims close on a clock. The operator publishes two: seven days after signing for the parcel, and forty-five days after it was shipped. Which one applies depends on whether the parcel arrived.
Seven days is short. It is shorter than most people's unpacking habits, and it runs from signature rather than from the day you opened the box. If you are away when a parcel lands, that window can close before you have seen it.
The parcel detail screen shows the freight deposit and the amount actually paid in two columns, which is the record you would be referring to. Amounts shown are the operator's sample values.
When a parcel is returned to mainland China
Four published reasons send a parcel back after it has already left: it fails international security inspection, nobody is available to sign, the address is incomplete or wrong, or a delivery attempt fails and the consequence falls to you.
The timeline is the part worth planning around. The help text puts the return at one to three months, subject to the line's own tracking status, and states that reshipping costs are yours.
What sits outside the return and exchange window
The guarantee is offered by sellers on third-party platforms rather than by the operator, and it runs five days from the goods being signed for in the warehouse. The exclusion table is the part to read first.
- Custom-made goods, including tailored designs
- Products whose packaging, tags and accessories have been removed
- Newspapers and periodicals, including subscriptions
- Second-hand products
- Products from outside the Chinese mainland, including Hong Kong, Macau and overseas
The second entry is the one to watch. Asking for packaging removal to save volume can put the item outside the window, which is a trade worth making consciously rather than by accident.