What are the claims window for filing?
Filing of claims must be submitted within the validity period.
The following are the acceptable reasons for filing claims which must be reported within the validity period:
| Claims Window |
| Type of Claims | Description | Shopee Express | J&T Express | Ninjavan | Flash Express | LBC 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 date | 30 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 damage | 14 days from the pickup date and 5 days from delivery date | 3 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 date | 5 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 delivery | 14 days from the pickup date and 5 days from delivery date | 5 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 delivery | 14 days from the pickup date and 5 days from delivery date | 5 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. |
Click here for the list of Same-day shipping couriers Restricted Items. Click here for the list of Standard shipping couriers Restricted Items.
Note: Enstack and its partner couriers cannot be held liable for any claims that fall under the Restricted list.
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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 Claims Description Shopee Express J&T Express ...
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Claims window vary depending on the assigned courier and the type of claims. Below is the timeframe of claims filing. Note: Click prohibited and restricted items for the complete list.
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