Policies

Service Policies
Payment Policy
Insurance Policy
Return Policy
Storage Policy
Handling Discrepancies and Special Items
Abandoned Package Policy
Refund and Claim Policy

We offer insurance coverage at a non-refundable rate of 3% of the declared value of goods shipped with us.

  • For items valued at $200 or more, insurance coverage is mandatory.
  • For items valued below $200, insurance coverage is optional but strongly recommended.
  • In both cases, the insurance fee will be calculated as 3% of the declared value of the item.

Members may opt out of insurance within 48 hours of the package being received and uploaded to the member’s account.

If the declared value of an item is overstated, the customer must provide valid proof of purchase to amend the price. Aquantuo reserves the right to verify the proof of purchase.

This insurance covers complete loss of goods and damage to items, provided that the applicable premium is paid before the shipment departs our warehouses in the origin country.

In case of loss, the customer will select from the three options below:

  • Aquantuo will provide the customer with a credit note on the next shipping charges equivalent to the value of the items and shipping fees the member had paid.
  • Aquantuo repurchases the item that has been lost or damaged. If the item value at the time of purchase exceeds what was disclosed on members request, member will have to top up for the repurchase. With this, we will require the customer to share the initial proof of purchase of the item in question.
  • A refund of the purchase value of the item in question. Should the customer select this option, Aquantuo will not refund the shipping fees and insurance value paid earlier.

With whichever option the customer selects, Aquantuo will fulfill within 15 calendar days.

For this insurance to apply, the customer will be required to have paid the shipping fees prior to shipping. Please note that packages shipped without insurance are done at customers’ own risk and any losses or damages will not be borne by Aquantuo. The customer is required to create an order with details on the package information including pricing. If the customer does not create an order and Aquantuo does, the insured value will be based on the value of the item as stated by Aquantuo. If the amount stated by Aquantuo in the Aquantuo created request is higher than the actual value of the item, insurance will be based on the actual value of the item. It is the customer’s responsibility to create requests for each package arriving at Aquantuo’ s origin facility or review all requests created on behalf of the customer. Again, parcels that are uninsured will not be eligible for refunds or claims.