Prime Virtual Mail
Loss, Damage & Claims Policy
Version 1.2 · Updated 2026-10-22
Effective from first public posting of this version; no retroactive waiver of rights.
1. Report promptly and preserve formal deadlines
Report suspected loss, damage or missing contents promptly with the tracking number, order reference, known delivery date and description. Prompt reporting helps preserve evidence but is not a new universal forfeiture deadline. Formal written claims and court proceedings may have separate deadlines under applicable law, conventions and transport documents. Our customer-service notification does not necessarily file a claim with the carrier or stop a legal clock. Identify the correct recipient and required filing method without delay.
2. Evidence and inspection
Keep the goods, label, outer box, inner packing and purchase or value records where safe. Photograph the full package and specific damage. Follow reasonable inspection instructions and avoid preventable additional loss. Do not destroy, repair or return evidence before receiving instructions unless safety or law requires otherwise. Missing evidence affects a claim only as allowed by the applicable rules and facts; it does not automatically defeat every claim.
3. Responsibility by service and custody
We assess the accepted work, packing scope, custody records, carrier documents and applicable law. Carrier approval or denial is separate from our own legally owed packing, storage or handling duties. We do not automatically transfer every loss to the carrier or accept every carrier obligation as our own. We will explain the basis of our decision and any available review process. Assisting a carrier claim is not itself an admission of fault or a guarantee of approval or payment.
4. Value, liability and protection products
A requested amount must be supported by reliable evidence and the applicable measure of recoverable loss. A retail listing, declared value or estimate alone is not proof of recoverable damages. Declared value, a carrier liability option and cargo insurance are not interchangeable. Coverage, exclusions and deductibles depend on the actual product and legally effective terms. No universal compensation limit or full replacement-value guarantee is created by this policy; mandatory law and valid service-specific agreements control.
5. Payments, duplicate recovery and settlement
Disclose insurance, carrier payments, refunds and chargebacks for the same loss so amounts can be reconciled without duplicate recovery. Do not inflate a loss or alter evidence. Any approved settlement identifies the basis, amount, payer and payment process. A release, assignment or salvage requirement applies only if separately disclosed and legally valid. A proposed settlement is not accepted merely because we send it; any required agreement must be obtained. No fixed decision or payment period is promised except where required by law or a binding agreement.
6. Rights that remain available
Nothing in this policy waives a mandatory carrier claim period, statutory remedy, lawful payment dispute or access to a competent court. Any liability restriction must satisfy the law governing the particular service. We do not disclaim fraud, willful injury, gross negligence, unlawful conduct or other non-waivable responsibility. Where a term is unenforceable, it is applied only to the extent legally permitted without removing mandatory protections.