Shared track, stage 7

Delivery, damage claims and the after-sales window

The last stage has the tightest deadlines. What to do at the door, how long you have to complain, and what the insurance table actually pays.

Before you sign, and the three days after

CNCartGo's shipping policy asks you to look at the parcel before signing where you can. If the outer box is visibly damaged, tell the courier then and there. After opening, you have three business days to report damage or missing items, with photos of the parcel, the items, the packaging and the shipping label. Claims after that may not be accepted, so film the unboxing of anything valuable.

A parcel that never arrives follows a different clock. If it is not delivered within 45 business days and the carrier confirms it lost, CNCartGo offers a replacement or a refund. A silent tracking page is a third case: contact support after five business days without an update.

Table of three deadlines after dispatch: 3 business days for damage, 5 for silent tracking, 45 for loss — Deadlines from CNCartGo's Shipping Policy, updated 19 Oct 2026.

After-sales: the 45-day frame

For problems found after delivery, such as the wrong item, a defect or something missing, the after-sales request goes through My Orders and is reviewed by the warehouse and the seller, typically within three to five business days. The window is built on a 45-day frame from shipment. If 45 days minus the transit time leaves seven or more, you get seven days after confirming receipt; if it leaves fewer, you get what remains.

So a slow parcel shrinks your complaint window. If you do not confirm receipt, the system calculates the window for you. Our tool on the calculators page does the arithmetic from your own dates.

Table of three example parcels showing how transit days shrink the CNCartGo after-sales window — After-sales rule from CNCartGo's policy, updated 15 Oct 2026. The three example parcels are ours.

CNCartGo After-Sales Policy help article with four request steps — The After-Sales Policy article on cncartgo.com, 24 Oct 2026.

Insurance is per line, not per parcel

CNCartGo's insurance page says there is no universal insurance amount. Each line has its own rules for delay, loss, damage and customs seizure, kept in an original coverage table. For the EMS lines the delay rule is readable: if a parcel is not delivered after 30 days to Japan and nearby markets, 60 days to the UK, Germany, France, Australia or New Zealand, or 90 days to the United States, the table shows a refund worth one fifth of the freight paid.

Read that carefully: a delay payment returns part of the freight, not the value of the goods. Loss and damage have separate tests and need evidence: tracking history, packaging photos, receipts and any customs notice. Prohibited goods, wrong recipient details and unpaid duties are common exclusions.

Table of EMS delay thresholds by destination group with 20 per cent shipping-fee compensation — Delay thresholds from CNCartGo's Insurance And Compensation page, updated 16 Oct 2026.

Parcels that bounce back to Guangzhou

Parcels come back for four reasons in the policy: an incomplete or wrong address, unpaid customs charges, refused delivery, or a parcel left past the carrier's holding period. Your options are then a refund of the product cost only, with shipping and return fees kept, or a reship at extra cost. Address changes are possible before shipment; after it, changes or interceptions depend on the carrier and may cost extra.

Table of CNCartGo status names: Awaiting Purchase, In Stock, Pending Payment, Awaiting Fulfillment, Shipped and Delivered — Status names as they appear on CNCartGo account screens, read from official guide images.