Basic Questions
Q1: Can I enjoy the insurance coverage without purchasing it?
A1: No. This insurance is a value-added service and only takes effect after selecting and paying for the premium at the time of purchase. Users who do not purchase the insurance must contact the courier company to handle any issues.
Q2: Can I get a refund after purchasing insurance?
A2: The insurance fee becomes effective immediately upon payment, and refunds are not supported except under the following conditions:
- ✅ The entire order is canceled and has not been shipped
- ✅ System error causes duplicate charges
⚠️ Note: Orders with logistics issues cannot be refunded, but claims can be processed with the claims team.
Claim Conditions
Q3: Under what circumstances can I apply for a claim?
A3: The claim can be applied when both of the following conditions are met:
- 1. Time frame: Abnormalities must be identified within 12 hours of signing for the package
- 2. Issue type (satisfy any one of the following):
- 🔹 The logistics have been stagnant for over 28 days without updates (excluding remote areas)
- 🔹 The item is visibly damaged or missing functionality
- 🔹 The actual delivery address deviates by ≥500 meters from the order address
Q4: What situations are not covered by insurance claims?
A4: The following situations will not be compensated:
- ❌ The outer packaging is intact, but the customer claims the item is missing
- ❌ Delivery issues caused by incorrect address provided by the customer
- ❌ The product has quality issues (not caused by transportation)
- ❌ Force majeure events such as war, earthquakes, etc.
Claim Process
Q5: How do I apply for a claim? What materials do I need?
A5: Follow these three steps to complete the claim:
- 1. Contact us via email at support@bettermelab.com
- 2. Submit the required materials:
| Scenario |
Core Evidence |
Supporting Evidence |
| Logistics Abnormality |
Official logistics screenshot (including tracking number + latest update time) |
Communication records with courier customer service |
| Product Damage |
Unboxing video (showing all six sides of the package) |
Product images |
- 3. Processing time: Claims will be processed within 7 business days when materials are complete.
Q6: How long will it take for my claim to be processed?
A6: Claims are processed based on the following categories:
- Normal claims: ≤ 7 business days (electronic goods/clothing, etc.)
- Urgent claims: ≤ 24 hours (fresh products/medications/maternity products, with "Urgent" label)
- High-value claims (≥5000 USD): ≤ 5 business days (requires video inspection)
Compensation Standards
Q7: What is the maximum amount I can be compensated?
A7: A tiered compensation system is implemented:
- Full loss/missing items: 100% of the actual paid amount (excluding insurance fee, gift cards, and discount codes)
- Partial damage: Compensation for repair costs or depreciation (requires official repair quote)
Q8: Can I claim insurance if the courier company has already compensated me?
A8: Yes, you can receive a combined compensation! You can claim: ▸ Courier compensation amount + insurance compensation for the difference (total not exceeding the product value) Example: If the product value is $2000, and the courier compensates $500, the insurance can compensate an additional $1500.
Technical Questions
Q9: What are the specific requirements for the unboxing video?
A9: The video must meet the following three elements:
- 1. One continuous shot (no editing)
- 2. Show all six sides of the package (including a close-up of the tracking label)
- 3. Clearly display the condition of the product during the unboxing process
Q10: How can I prove that there is an interruption in the logistics information?
A10: You don’t need to collect evidence yourself! We provide:
- ✅ Automatic integration with the logistics company's API to obtain raw data
- ✅ Visualized analysis report of abnormal logistics (PDF version available for download)
Value-added Services
Q11: Can I request priority processing for my claim?
A11: The following users can enjoy the priority service:
- Old customers with ≥10 orders annually
- Orders containing "Urgent" tagged items (e.g., medicines, holiday gifts)
- Disabled individuals, pregnant women, or elderly over 70 years old (identity verification required)
Q12: What should I do if I disagree with the claim result?
A12: There is a three-tier appeal process:
- 1. Quick review: Apply for a second review online (24-hour response)
- 2. Expert arbitration: Third-party logistics experts intervene (3-5 business days)
