• Coverage

  • How to File a Claim

  • Cancellation

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Coverage

  • Loss Coverage

    • Domestic Packages: If your packages are not marked as “delivered” by the courier within 30 days from the date of shipment, we will consider them lost.
    • International Packages: If your packages are not marked as “delivered” by the courier within 60 days from the date of shipment, we will consider them lost.
    • Packages Marked as “Delivered”: If your packages are marked as “delivered” by the courier but you do not receive them, we will consider them lost, provided you submit sufficient supporting documents.

    For the cases mentioned above, we will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items.

  • Damage Coverage

    If your packages are damaged during transit, we will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.

  • Mis-delivery by Courier

    If the delivery address provided does not match the address specified in your order information, we will compensate the costs incurred to correct the address, subject to our approval.

How to File a Claim

  • If your packages are lost, damaged, or mis-delivered, please contact us at Shipping@tisscare.com. We would like to remind you of the time limits for issue reporting as follows:

    All issues must be reported within 90 days of the order date.

  • Issue of Loss:

    • If the package is not marked as “delivered” by the courier company, it must be reported within 90 days after the order date.
    • If the package is marked as "delivered" but not received, it must be reported within 7 days from the time the courier’s tracking record is updated to "delivered."

  • Issue of Damage:

    • If the package is delivered with damage, it must be reported within 7 days from the time the courier’s information is updated to "delivered."

  • Mis-delivery by Courier:

    • If you find that the package has been delivered to the wrong address, please report it to us immediately.

Cancellation

    • If your order has not been shipped, please contact the merchant to request a refund for the shipping protection.
    • If your order has already been shipped, the shipping protection cannot be canceled.