Q: Can I request an extension to the claim period?
A: No, the claim period is set, and you cannot request an extension. It is crucial for you to agree to shoulder the Return Shipping Fee or book a pick-up within the specified timeframe to avoid disposal.
For more details on retrieving failed Return-to-Buyer (RTB) parcels, read here.
Q: Can I still dispute or appeal the disposal of my item?
A: No, disposal is considered final. It is crucial to adhere to the return process and conditions within the specified timeframe.
For more details on retrieving failed Return-to-Buyer (RTB) parcels, read here.
Q: How can I track the status of my items?
A: For Standard Size parcels (<50kg) within the integrated courier’s serviceable area, please check the Shopee App to track the status of your items. You may go to Me > My Purchases > Return/Refund and see the parcels tagged “Shipped Back To You”.
For Oversized parcels (>50kg) and Standard Size parcels outside the integrated courier’s serviceable area, please reach out to Shopee CS to get the tracking information of your parcel.
For parcels booked by sellers, please coordinate directly with the seller to get updates about the parcel’s delivery status.
Q: Can I change my delivery location after coordination with Shopee Customer Service or Seller?
A: Please ensure the correct address is provided to Shopee Customer Service or Seller before the delivery is booked to avoid failed deliveries.
You may also opt to select a separate delivery address from the one saved in your account, provided that Shopee Customer Service or Seller is informed in advance.
Q: If the courier was booked by Shopee or the Seller, can I get a refund if I received Return-to-Buyer (RTB) order(s) containing missing, wrong, or damaged items upon return?
A: You can document any damages/issues on the item/s upon receipt and contact Shopee Customer Service with the evidence to review if your order is eligible for a refund.
Please ensure this is done promptly; failure to do so may impact your ability to file a successful claim.
Q: What happens if I fail to contact Shopee Customer Service before booking my courier?
A: Strictly “no booking, no pickup”. You must contact Shopee Customer Service before booking your preferred courier to ensure the Warehouse team is informed. Failure to do so may result in complications or delays in the return process.
Q: Can I request a specific time for the pickup of my item?
A: You may book your courier at a specific time, but please ensure to inform the Shopee Customer Service in advance for proper communication with the Warehouse team.
Q: What if my preferred courier is unable to pick up the item as scheduled?
A: If there are issues with the pickup schedule, promptly communicate with both Shopee Customer Service and your preferred courier to reschedule and avoid any disruptions in the return process.
You may contact Shopee Customer Service via chat within 15 days from initial contact to avoid disposal of the item/s.
Q: Can I arrange for the pickup of multiple bulky items with my preferred courier in a single booking?
A: Please verify first with your preferred courier if they are able to handle multiple bulky items in a single booking. If they are able to do it, please inform Shopee Customer Service in advance.
During the delivery, please ensure to coordinate with both Shopee Customer Service and the courier for an efficient process.
Q: If I booked the courier, can I get a refund if I received Return-to-Buyer (RTB) order(s) containing missing, wrong, or damaged items upon return?
A: No, you will be responsible for contacting your chosen courier directly for any necessary assistance. By choosing your own courier for this return, you acknowledge that Shopee will not be held liable for any potential damage or issues with the item(s) upon delivery.