The moment your parcel arrives is the most important checkpoint of the whole journey. A few minutes of care at the door protects your right to file a claim if something has gone wrong in transit. This article explains how to sign for a FansBuy shipment safely, what to do if a package looks damaged, and which situations fall outside claim coverage.
Before you sign
Do not sign automatically. First inspect the outer carton: check that the box is intact, that the sealing tape has not been cut or re-taped, and that the weight feels roughly as expected. A parcel that feels unusually light, has a broken seal, or shows tearing may have been opened or tampered with in transit.
- Whether or not there are visible signs of damage, open and inspect the goods in front of the courier before you sign.
- If you find a problem, write a note describing it directly on the waybill, or refuse to accept the package.
- Signing tells the carrier the delivery was received in good condition, so it is much harder to claim afterwards.
If you already signed and then find damage
If you were not able to inspect in front of the courier and later discover the contents are damaged or items are missing, act quickly:
- Keep the outer packaging, including the sealing tape, exactly as it arrived.
- Report the issue to your local post office within the window shown on the logistics provider's tracking page (counted from the delivery confirmation time). This reporting window is short, so do not delay.
- Gather supporting documents such as the item invoice and clear photos of the parcel and contents.
- Contact FansBuy support and we will help you apply for compensation from the post office or carrier.
For postal services such as EMS or SAL, you will also need a damage report or case number issued by the post office, submitted together with the invoice and physical photos, so the provider can verify and process compensation.
Reporting deadline
Once a parcel is signed for, the transit stage is considered complete. Any problem must be raised with FansBuy customer service within the reporting window stated in the app; reports made after that period cannot be accepted, so check your order as soon as it lands.
What is not covered
Some situations fall outside claim coverage. Please read these before shipping fragile or sensitive goods:
- Fragile and perishable items are covered for loss only, not for damage, even if reinforced packaging was selected.
- Dangerous or prohibited goods such as compressed or flammable gases, flammable liquids, and corrosives are excluded.
- Losses from natural wear, inherent defects, the nature of the goods, or changes in market value are not eligible.
- Loss or damage caused by natural disasters or force majeure, and delays from weather or customs, are not compensable.
- If you refuse to cooperate with a required customs step, any resulting loss is your responsibility.
Exact reporting windows and claim conditions can vary by route and by carrier. When in doubt, confirm the current details in the FansBuy app or with our support team before you ship or sign.