Insurance Claim FAQs

• What is shipping insurance, and why do I need it?

  Shipping insurance protects against loss, damage, or theft during transit. It gives you peace of mind and financial protection.

• What happens if my package is lost or stolen during shipping?

  We've got you covered! Our shipping insurance policy will help you get a replacement or credit.

• What does shipping insurance cover?

  Our insurance covers loss, theft, or damage to your package during shipping, including:

  • Lost or stolen packages
  • Damaged or broken items
  • Partial losses or damage

  It does not cover damage to the devices caused by the customer's mishandling of the package.

• How much does shipping insurance cost?

  Our shipping insurance costs 1% of your total order value. For example, if your order totals $100, the insurance fee would be $1. The insurance cost will be added to your total order.

• How do I make sure the insurance is added when placing my order?

  When placing your order, our sales representative will prompt you to opt-in or decline the shipping insurance coverage. Simply let them know your preference, and they'll take care of the rest. If you opt-in, the insurance cost will be added to your total order.

• What should I do when I receive my package?

  Immediately take clear photos and videos of the package, including any signs of tampering or damage. Then, contact our customer service department at customercare@b2bmobileauction.com right away. Please note that opening the package will void the claim.

• How do I file a claim if my package is lost, damaged, or stolen?

  To file a claim, follow these steps:

  1. Please reach out to our customer service team at customercare@b2bmobileauction.com within 48 hours of receiving your package.
  2. Use the subject line "Insurance Claim: [Your Order Number]"
  3. Provide a detailed description of the issue (lost, damaged, or stolen).
  4. Attach multiple clear photos and videos of the package and its contents, showing the damage or issue.
  5. Our team will guide you through the claims process and provide instructions on the next steps. We'll work with you to resolve the issue promptly and fairly.

  **Important Notes:
  Please contact us immediately upon receiving the package, as delays may affect the claim. This insurance does not cover phone defects or damage caused after receiving the shipment.

• How long do I have to report any issues with my package?

  Please report any issues within 48 hours of delivery. Late claims may not be eligible for resolution.

• How do you handle fraudulent claims of missing items?

  We take fraudulent claims seriously and investigate them thoroughly. If we suspect a false claim, we reserve the right to request additional evidence, deny the claim, report the incident to authorities, or terminate our services and refuse future orders from the customer.

• What happens once my claim is approved?

  We will reimburse you the full total value of your order, providing a credit or replacement for the full amount that you paid.