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What should I do if my parcel is lost?

Last update 11.12.2561


If you are shipping a high value item, we recommend that you declare the value and pay for additional insurance at the time of shipping (Please refer to Value Insurance Agreement). If your parcel is lost during shipment, please contact us at cuscare@flashexpress.com so we can look into your parcel.

We will contact you as soon as we confirm that the parcel is lost. You can apply for claim by yourself in APP, you can also negotiate claim with customer service when customer service contact you. Claims can only be made once per parcel, and the claim will be used as a complete and final solution to the loss and damage.

1.Apply for claim by yourself in APP

You can apply claim in 【Flash Express APP——Home——Apply for claim】. The parcel with Value Insurance, or was pickuped by Flash Home\ Shipsmile temporarily cannot be applied claim in APP.

2.Negotiate claim with customer service

When customer service has reached a claim with you, please file a writing claim to Flash within 15 days of Flash's acceptance of the shipment, otherwise Flash shall not have any further responsibilities.

For more information please check our Terms and Conditions Article 5 about Flash Express liability.

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