COMPENSATION POLICY
Dear customer!
SPExpress always makes every effort to give customers a reputable, dedicated, fast, safe and best service. We always monitor, update information and strictly control goods during the transportation process, as well as strictly keep customers' information confidential. However, we are also unable to avoid unpredictable incidents and risks.
SPExpress commits to always ensure the interests of customers with 100% compensation for the entire value of goods damaged, lost, damaged or damaged during the transportation process.
You monitor, update the compensation policy and settle complaints on our website https://spexpressjp.com to always be guaranteed the highest benefit.
You follow the order of receiving and processing feedback, as follows:
1. Service quality complaints notice.
1.1 Contact by phone:
1.1.1 Tokyo Office: 03 6412 9792.
1.1.2 Office in Vietnam: 1800-545-480.
1.2 Contact via Email with the content: “Complaint about consignment note code……………….”.
1.2.1 Tokyo Office: spejapanbranch@gmail.com .
1.2.2 Vietnam office: csr@sbplogistics.com.
2. Time limit for receiving and resolving complaints.
Your claim must be sent to SPExpress within the time limit specified below: 2.1 In case the goods are partially damaged or lost: within 24 hours from the date of receipt of the goods.
2.2 In the case of total loss of the goods: within 30 days from the date of shipment.
3. Time to resolve the feedback.
3.1 SPExpress will respond to your complaints within 48 working hours.
3.2 SPExpress resolves the compensation within 15 working days.
4. Complaint profile information.
4.1 SPExpress consignment note number "Tracking number".
4.2 A Copy of Delivery Order of SPExpress (image file).
4.3 Photos of packages and boxes upon receipt.
4.4 Photos of damaged, distorted or broken merchandise.
In case the goods are partially or wholly damaged during the delivery of goods, SPExpress is responsible for compensating the customer according to the rate of the actual damage. The level of compensation will be made according to the following principles:
1. In case you use goods packing service or price declaration service.1.1 In case of total damage to the goods: Compensate 100% of the value of goods declared on the consignment note.
1.2 In case of partly damaged goods: Compensation according to the percentage of the actual damage.
- Compensation amount = (% of actual damage) x (value of declared goods).
2. In the case that you do not use goods packaging services or price declaration services.
2.1 In case of total or partial damage to the goods: Compensation according to the percentage of actual damage to the goods. The maximum compensation will not exceed $ 100 (one hundred US dollars) / consignment note.
- Compensation amount = (% of actual damage) x (Value of goods).
* Note:
- Price declaration service is an insurance service that you can use to send goods by purchasing goods insurance package from SPExpress (price declaration fee: 5% of the total value of declared goods); or the kind of goods you have to pay a surcharge.
- The percentage of actual damage is determined on the basis of a working record or agreement certified by both parties.
- The value of goods is determined according to the invoice provided by the customer to prove the value of the goods or on the basis of the average price of goods of the same type referenced on 03 websites.
SPExpress is exempt from liability for damages in the following cases:
- 1. You cannot prove the shipment and damage of the goods.
- 2. Customers cannot prove that the goods are damaged by SPExpress's fault.
- 3. You do not declare inaccurately the content inside the goods.
- 4. Customers do not pack goods in accordance with regulations, not ensure the safety of the goods. Except for cases where you use SPExpress's packaging services (charges apply).
- 5. The goods have been delivered and the recipient has no opinion at the time of receipt.
- 6. Goods damaged due to your fault or your authorized person.
- 7. The goods have been damaged due to their natural nature or inherent defect.
- 8. Goods confiscated or destroyed in accordance with the laws of the host countries where they are sent or sent.
- 9. Customers' complaints are over the prescribed time limit of SPExpress.
- 10. Force majeure events include but are not limited to: natural disaster, fire, flood, earthquake, accident, disaster, epidemic, nuclear or radioactive contamination, war, civil war, insurrection, strike, riot, intervention of Government agencies or change of legal policy.
SPExpress will advise and serve customers in the most professional way.
- 1. Advise you to choose the most appropriate and cost effective service.
- 2. Advise customers fully with information about types of goods banned from transportation, transport with conditions; ban on import, export or export with conditions….
- 3. Advise customers on items that are easily dented, broken, damaged during transportation (glass, ceramic, crystal, paper boxes, toy boxes, products with screw caps plastic no button guarantee…)
- 4. In case you need advice, support with procedures, find out information about SPExpress's services, you can contact the hotline number for advice.
You can always open the box and check with SPExpress's delivery staff if you want. Please always check the quantity of the goods before signing the receipt. SPExpress will not accept claims after delivery is completed.