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Package insurance

What insurance options are available for a package, how much do they cost, and what to do in case of loss

General questions

• What insurance options are available for the package?

  A parcel has two types of insurance, and they work differently:

  • item insurance: covers parcel loss and theft of contents, calculated based on the declared value of the goods;
  • delivery insurance: covers the money you paid for shipping, optional.

  The first is mandatory on most tariffs, while the second you include yourself during checkout.

• Why is item insurance mandatory?

  Package insurance is mandatory because the parcel travels through several services and countries, and without protection you risk being left without both your items and your money. It is included in the invoice automatically on the SuperFast, FastBox, Express, Econom, CDEK BY ONE, CDEK BY COMBO, CDEK KZ ONE, and CDEK KZ COMBO tariffs. For USPS Priority, USPS EMS, FedEx, DHL Express, and GlobalPost, you choose package insurance yourself.

• How much does insurance cost?

  Insurance is priced in tiers, not as a percentage of the amount. For SuperFast, FastBox, Express, Econom, CDEK BY ONE, CDEK BY COMBO, CDEK KZ ONE, and CDEK KZ COMBO, it is $3 if the goods in the declaration are worth less than $100, and $5 if the value is $100 or more. For expensive packages, the tier is higher: $7.50 and $15. Shipping insurance is calculated differently, at $3 for every $100 of shipping cost. You can see the exact amounts in the calculator and on the invoice: enter the value of the goods, and everything will be calculated automatically.

• What does the insurance cover, and what does it not cover?

  Insurance covers total loss of the parcel, non-delivery, and theft of contents. There are exceptions:

  • for USPS, insurance only protects against loss and non-delivery; theft of contents is not included;
  • for items from private individuals, including purchases from eBay, insurance will only apply in the event of total loss;
  • we ship monitors and TVs up to 27 inches without damage insurance;
  • insurance is not issued for shipping within the US.

  The payout is calculated based on the value you specified in the declaration, so undervaluing it is not worth it: you will not be able to get more than what was declared.

• Why insure the shipping cost?

  It is worth insuring the shipping cost when the shipment is expensive: if the package is lost, not only the money for the goods will be refunded, but also what you paid for shipping. It is enabled when creating the package, next to the goods insurance.

• The package was lost or arrived without part of its contents. What should I do?

  Main rule: record the unboxing on video right at the pickup point or at the post office branch, before you take the package home. Without such a video, it will not be possible to confirm a shortage or theft of the contents, and the insurer will deny the claim.

  Then write to our support team and attach the unboxing video, the tracking number, photos of the box and packaging, and a list of what is missing. We will review the package history, contact the carrier, and tell you what the next steps are for the insurance claim.