Fishgoo Insurance: Coverage, Exclusions & Claims
Choose parcel insurance before dispatch, check covered incidents and exclusions, and prepare the documents and deadline checks needed for a claim.
Availability & Cost
Insurance is optional and depends on whether the chosen shipping line supports it. The stated insured-value range is CNY 500–5,000, with a premium of 3%–8% of that value. Check the exact available cover and charge for your parcel. Consider the goods and freight when selecting a value; a successful claim cannot exceed the insured amount.
First confirm shipping-line eligibility for the actual contents and destination; a cover option does not make restricted goods acceptable.
Choose a Value for This Parcel, Not a General Account Limit
The insured amount belongs to the particular parcel and should take account of the goods and freight described by the policy. Keep the item-payment and shipping records that support the declared value. The maximum stated insured amount is a ceiling for cover, not an amount paid automatically whenever an insured shipment has a problem.
For an arithmetic example only, a CNY 1,000 insured value at a 3% premium would cost CNY 30; at 8% it would cost CNY 80. This illustrates the published percentage range, not an available quotation for your route. Check the actual type, amount and premium offered before completing the parcel payment.
Identify the Insurance Type before You Rely on It
| Type described by the policy | Incident to clarify with support |
|---|---|
| Whole-parcel loss | The logistics provider loses the parcel during transit |
| Customs loss | The whole parcel is lost in connection with clearance |
| Partial loss | Damaged packaging or an applicable customs inspection is associated with missing contents |
A route supporting insurance does not establish that every listed type is included in the option you selected. Read the type and exclusions for the actual shipment. Partial loss concerns missing contents under the described conditions; it is not a general product-damage guarantee. The policy explicitly excludes product damage.
Forwarding-order goods are excluded from claim compensation under the reviewed insurance standards. Keep the distinction between a purchasing order and a forwarded order visible when asking whether a parcel can be covered, particularly if you are considering a mixed shipment.
Coverage Limits
The page lists whole-parcel loss, whole-parcel loss connected with customs clearance and partial loss as distinct insurance types. The selected line and purchased cover determine which applies. It is not a general product warranty. Product damage is excluded, and goods in forwarding orders are not compensated under the reviewed terms. The page also lists exclusions for return-transit loss and specified political, natural-disaster and other uncontrollable events. Wrong recipient details, failure to collect a parcel or failure to cooperate with clearance can also exclude a claim. Check the applicable type before paying.
The page also gives a specific partial-loss example for missing contents found when a parcel returns to the operations centre. That example should not be read as general cover for return transport; ask support how the exclusion and the actual incident apply to your parcel.
A wrong or unsatisfactory purchase is a different issue. Check the return and refund process for a seller-related remedy.
Keep Recipient and Clearance Responsibilities Current
The exclusions include problems arising from an incorrect address or contact details, refusal of delivery, late collection and failure to cooperate with required clearance. Where the recipient must provide documents or pay taxes, insurance does not replace that responsibility. Monitor the parcel and respond through the relevant official channel.
The policy also excludes certain return-transit losses and political, natural-disaster or other uncontrollable events. It separately describes a partial-loss example involving a parcel returned to the operations centre. Do not read that example as blanket insurance for every return journey; ask how the actual incident relates to the selected cover and exclusion.
Purchase Timing
Insurance is tied to the particular parcel. It cannot be added after dispatch, and the insured amount cannot be changed once an insured parcel has shipped. Platform compensation and insurance compensation cannot both be applied to the same case.
Review cover during parcel submission, before dispatch closes the opportunity to add or change it.
Claims & Evidence
Contact support with the parcel number and the evidence required for the incident. Loss cases may require a carrier loss certificate; customs cases may require seizure documentation. For partial loss, the policy requires contact within 72 hours of the tracking status showing delivery; it is not measured from when you happen to open the parcel. Keep the package and evidence while support investigates.
- List each missing item, its quantity and unit price.
- Keep photographs of damaged or opened packaging.
- Retain any carrier or customs certificates.
- Wait for investigation and confirmation before treating compensation as approved.
Request the Document for the Incident You Are Reporting
| Reported incident | Evidence the policy may require |
|---|---|
| Parcel lost in transit | Local delivery-service loss certificate and shipment details |
| Customs seizure | Customs seizure certificate and parcel information |
| Partial loss with damaged packaging | Missing-item list, quantities, unit prices, packaging photos and carrier damage or shortage certificate |
| Partial loss after customs inspection | Seizure evidence together with the missing-item list |
Contact support with the parcel number before assuming that a screenshot of stalled tracking is enough. The policy describes verification with the logistics provider and, in user-reported cases, obtaining documents from the local delivery service or customs. Keep copies of what you submit and identify any document you have requested but not yet received.
For partial loss, notify Fishgoo within 72 hours of tracking showing delivery. Preserve the box, seals, bags and labels while the claim is being clarified. Do not delay the first report until every document is available if that would mean missing the stated reporting window.
Separate Investigation from the Compensation Processing Period
The policy describes refund processing within three working days after the issue has been investigated and confirmed. That is different from a promise to settle within three days of your first message, a missing scan or delivery. Verification, carrier documents and confirmation can occur before that processing period begins.
Check which compensation framework applies. The policy says platform compensation and insurance compensation cannot be applied simultaneously to the same case, and payment cannot exceed the insured amount. Ask support to explain the accepted incident, calculation and next action for your parcel rather than assuming that any delay triggers the full insured value.