Effective October 2026. What happens when a parcel is lost, arrives damaged, or the wrong item was shipped — and what we need from you to resolve it.
Report it within 30 days
Raise the claim from the order in your workspace, or email info@pickfulfill.com with the order number, within 30 days of the delivery scan or of the last tracking event. Claims raised later may fall outside the carrier’s own claim window, which we cannot reopen.
What to send us
- The PickFulfill order number and the tracking number.
- For damage: photos of the item, the inner packing and the outer carton, including the shipping label.
- For a wrong or missing item: a photo of everything received, next to the packing list.
- Your customer’s complaint message, where there is one.
How each case is handled
- Our packing error — wrong item, missing item or wrong quantity: we reship the correct goods at our cost, or credit your balance.
- Damage in transit — we file the carrier claim for you and credit the product cost once liability is accepted.
- Lost in transit — we wait out the carrier’s investigation window, then reship or credit.
- Product quality — where goods were sourced by us and the fault is inherent, we pursue the supplier and credit you.
- Buyer-caused — wrong address supplied, parcel refused, or unpaid import charges under DAP: freight is not recoverable, and we will quote reshipment.
Returns
Cross-border return postage frequently exceeds the value of the goods, so for low-value items a refund or replacement is usually the better commercial outcome. Where you do want goods back, we can provide a return address in China or hold returns for consolidation; storage of returned stock follows the standard storage terms.
Response times
We acknowledge claims within one business day. Cases that depend only on us are resolved directly. Cases that depend on a carrier investigation follow that carrier’s timetable, and we keep the claim updated on the order record until it closes.
