Once your claim is submitted, our customer support team begins the investigation process, which includes communication with the shipping courier. This process typically takes 4 to 6 weeks, depending on the courier's response time.

During this period, we closely follow up to ensure your case is reviewed properly. As soon as we receive feedback from the courier, we will inform you of the result.

You will receive a clear update from us, stating whether your claim has been accepted or declined, along with the specific reasons behind the decision.

We appreciate your patience and understanding during this process and assure you that we’ll keep you informed every step of the way.