How to file for Claims?

How to file for Claims?

You can request a refund by filling out the Enstack Order Claims Form, click here to access.

The following are the acceptable reasons for filing claims and the validity period: 

Claims Window
Type of ClaimsDescriptionShopee ExpressJ&T ExpressNinjavanFlash ExpressLBC Express
Lost Parcel• The parcel is confirmed lost by Enstack's logistics courier
• No movement in the order status for the past 5 days by Enstack's logistics partner courier		14 days form the pickup date30 days
from the pick up date		7 days
from the pick up date		5 days
from the confirmation date*		21 days
from the pick up date
Damaged• The product received is shattered/broken and is not usable anymore due to the severity of the damage14 days from the pickup date and 5 days from delivery date3 days
from delivery date		5 days
from delivery date		2 days
from delivery date		21 days
from the pick up date
Wrong Item• The product received is incorrect
• Some of the products received are incorrect
• The seller sent the wrong product/variation of the product		14 days from the pickup date and 5 days from delivery date5 days
from delivery date		5 days
from delivery date		2 days
from delivery date		21 days
from the pick up date
Missing Items• Some items or parts of the item are missing upon delivery14 days from the pickup date and 5 days from delivery date5 days
from delivery date		5 days
from delivery date		2 days
from delivery date		21 days
from the pick up date
Empty Parcel• Some items or parts of the item are missing upon delivery14 days from the pickup date and 5 days from delivery date5 days
from delivery date		5 days
from delivery date		2 days
from delivery date		21 days
from the pick up date
* Flash Express: Lost Parcel window starts from the confirmation date, not the pick up date.

* 5 days from the date the order confirmed lost. 

Reminder:
  • Kindly refer to the list of restricted items for Standard shipping and Same-day shipping to see if the product qualifies for claims.
  • Claims must be filed within the specified validity period as detailed here.
  • Claims must only be submitted through the claims form along with supporting evidence such as images, video footages, or other documentation.  
  • Upon the submission of the form, the review process may take up to 15 days. 
  • Claims raised beyond the validity period will not be investigated.
  • For Same-day orders, Claims window filing is within 1 business day from the pickup date.
During investigation, additional requirements such as images or videos may be asked. Enstack Claims team will reach out to the merchant or buyer through the contact number provided in Enstack Order Claims Form. 

We highly recommend that you submit your claims immediately to provide sufficient time for our team to validate your concern and respond for any missing requirements before we can hand over your concern to our partner courier.
Notes
Please be aware that Enstack will not be liable if a delayed or incomplete submission hinders our team from validating and forwarding your concern to our partner courier within the required validity period.

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