Shipping Protection Coverage and Claims Rules

Effective Date: November 1, 2025

Thank you for choosing HOZO Shipping Protection (“the Service”). By purchasing this Service, you acknowledge that you have read, understood, and agreed to the following terms and conditions (“these Terms”), which define your rights, obligations, and coverage scope.

By completing your purchase, you confirm that you have read, understood, and accepted all provisions of these Terms. If you do not agree with any part of these Terms, please do not purchase this Service.

1. Shipping Protection Coverage

Coverage Scope Scenario Criteria Claim Supporting Materials Compensation Amount
Loss Logistics does not show delivery Domestic: 30 days undelivered
International: 60 days undelivered		 Tracking information Purchase price (excluding shipping & fees)
Loss Delivery marked complete, but package not received Delivery shows completed; customer didn’t receive Police report or video or logistics loss certificate Purchase price (excluding shipping & fees)
Loss Partial Loss Package received with missing items; damaged outer box Photos of packaging and goods + logistics receipt Value of missing items (excluding shipping & fees)
Damage Obvious cracks, bending, or crushing Both product and packaging damaged Photos of packaging, labels, and damaged part Partial: part + shipping; Total: purchase price
Strikes/Riots Delays due to transport disruptions Domestic: 30 days / Intl: 60 days undelivered Tracking info + official media report Extra shipping costs, up to purchase price
Wrong Address Delivered to an incorrect address Logistics address differs from order Order address proof + logistics address Up to purchase price (excluding shipping & fees)

2. Shipping Protection Claims Process

  1. Consumer discovers package issue.
  2. Consumer submits a claim via the insurance claim link.
  3. HOZO contacts the consumer to discuss settlement options.
  4. HOZO verifies claim eligibility.
  5. Consumer selects settlement method:
    • Reshipment
    • Cash compensation

3. Shipping Protection Claims System

After purchasing Shipping Protection, customers can file claims for lost or damaged packages via the HOZO Claims Center:

  1. Visit: HOZO Resolution Center, then enter your Email and Shipping Protection ID.
  2. Or use the confirmation email titled “HOZO Shipping Protection Placed Successfully” to access the Claims Center directly.

4. Shipping Protection FAQ

Q1: Does Shipping Protection cover shipping costs?
A1: No. Compensation is based on the item’s purchase price only, excluding shipping and protection fees.

Q2: Does rust qualify for coverage?
A2: No. Only loss or damage during transit is covered. Rust or oxidation from product quality issues is excluded.

Q3: What if the product doesn’t work after delivery?
A3: Functionality or installation issues not caused by shipping are not covered.

Q4: What if only part of the order is received?
A4: If packaging is intact, this is likely a merchant shipping error, not a transit loss. Not covered.

Q5: Can Shipping Protection be cancelled?
A5:
1) Pre-shipment: Full refund of the protection fee allowed.
2) Post-shipment:
Merchant-related issues → full refund;
Consumer-related issues → no refund.

Q6: What is the claims processing timeline?
A6:

  • Initial response within 24 hours.
  • Payment or reshipment within 2 business days after verification.
  • Merchant inquiries within 24 hours.