Orbuy is not the physical carrier. International trunk-line transport, customs handling and last-mile delivery are all performed by third-party logistics providers verified by Orbuy.
Our standard fulfilment path: vendor dispatches → arrives at the affiliated consolidation warehouse → receiving inspection and consolidated packing → handed over to contracted logistics provider → international transit → destination-country customs clearance → local delivery → you receive the parcel.
The estimated delivery time shown is derived from historical performance data for that route and is for reference only; it is not a delivery guarantee. Transit-time variation is normal in cross-border logistics.
Customs authorities in the destination country have the legal right to levy duties and import fees; these are the recipient's responsibility. Orbuy cannot pay duties on your behalf and has no authority over customs regulatory actions.
No business can guarantee a parcel will never be selected for customs inspection. This is not a service defect — it is a reality shared by global cross-border trade.
For routes marked "Shipment Protection Available", you may actively opt in to protection at checkout. Protection is never added by default — it is registered only when you choose it.
Protection becomes effective when the logistics provider formally signs-in and takes physical custody of the parcel. Cover ends once the parcel is successfully delivered and signed for.
Not all product categories, destinations or weight ranges qualify for protection. Special-category items, over-size parcels and high-risk destinations may be excluded; clear notice will be shown at checkout.
Compensation limits are stated at checkout and in the underwriter's policy. Protection does not cover lost expected value, time costs or other indirect losses.
While protection is active and no exclusion applies, the underwriter will normally review claims arising from:
1. A shipment confirmed permanently lost and unrecoverable in an official record from the logistics provider.
2. Severe structural damage occurring in transit that renders the item fundamentally unusable, supported by complete, valid evidence.
Delivery delay alone is not treated as loss or damage and is not covered by protection. We fully understand how stressful slow transit can feel; however, delay itself does not equal measurable financial loss.
The underwriter may reject a claim under any of the following circumstances:
1. The item is still in pre-forwarding transit from the vendor to the consolidation warehouse and has not yet been taken into custody by the international logistics provider.
2. Delivery fails due to an incorrect address, unreachable recipient, recipient refusal or missed delivery attempts.
3. Customs authorities lawfully inspect, tax, detain, confiscate or return the parcel.
4. Minor wear, marks or scratches arise from normal transit vibration, caused by insufficient original manufacturer-provided cushioning.
5. Breakage of fragile items where no paid professional warehouse-supplied shock-resistant packing was selected and applied.
6. Incorrect or incomplete declaration of item type, material or value, or the item is prohibited/restricted under destination-country law.
7. Cash, negotiable securities, precious metals, jewellery, identity documents or non-replicable digital records.
8. Force-majeure events including earthquakes, floods, typhoons, extreme weather, war-related action, labour strikes, official restrictions or mass flight cancellations.
9. Outer packaging shows minor indentations or stains, yet the contents are intact and functional.
10. The user cannot supply complete, valid unboxing video footage, clear photographic evidence or required logistics records.
11. The tracking system shows "successfully delivered / signed for", and damage or missing contents is reported afterwards, without continuous unbroken unboxing evidence.
1. If damage is discovered at delivery, keep all original packaging and shipping labels intact, record a complete, continuous unboxing video, and take high-resolution photos of the shipping label and all damaged parts.
2. Within 7 calendar days from the day you discover the incident, log into the platform, open your order details and submit an "Anomaly Review / Claim Assistance" ticket.
3. Attach all evidence and describe what happened factually in the ticket.
4. Our fulfilment team checks whether your documentation is complete, then forwards the full file to the logistics provider and the protection underwriter.
5. The underwriter independently investigates facts and issues a final decision, sent to you via in-platform message or email.
6. If the claim is approved, compensation will be disbursed following the underwriter's designated payment route. Claims submitted after the policy reporting deadline may not be accepted.
When parcels are on ocean/air segments or waiting in customs queues at destination ports, tracking updates can pause for many days; this is normal and does not mean the parcel is lost. Only after the logistics provider issues an official "confirmed lost" record does the pre-condition for a loss-based claim become met.
Orbuy does not act as an insurance underwriter, does not issue policies, and holds no claim-decision authority. It provides shipment-protection registration and claim-document support through qualified third-party protection providers.
Mode A — Consignee as insured: After successful registration, the order consignee is the named insured. The policy certificate is provided to the consignee, who submits claims directly to the underwriter when an incident occurs.
Depending on the applicable policy structure, some policies name the freight forwarder or a Orbuy-designated fulfilment entity as the primary insured, with an irrevocable claim-right assignment: if the underwriter confirms a loss and pays compensation, the claim right is assigned to the order consignee, and the primary insured remits the full amount to the consignee within 7–14 working days without withholding. Orbuy does not guarantee that the underwriter will approve any claim.
If you do not opt in, no protection registration will be created for that shipment, and there will be no claim pathway if loss or damage later occurs. Please decide carefully. Support staff can verify order status, help gather documentation and submit tickets, yet cannot change, bypass or overrule final claim decisions from the underwriter.