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8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
2.1 To go beyond the default cap in clause 1, you must tick and pay for the additional transport insurance Pickup offers at booking. Additional insurance is underwritten or distributed by Pickup or its insurer partners. The sum insured, premium, coverage, exclusions and deductible are as set out in the policy terms or insurance certificate displayed at booking.
2.2 Additional insurance rates are generally 1.5%–5% of declared value (minimum AUD 10). High-risk categories, high-risk destinations and special items are individually priced. Premiums are non-refundable once paid.
2.3 For Waybills with additional insurance, compensation follows the policy terms. The following will still be declined even if insured: the exclusions in clause 5; inflated declared values; Customer breach of packaging requirements; Customer failure to submit complete evidence within the deadline; Carrier findings of Customer fault.
2.4 Additional-insurance settlements are coordinated by Pickup, with the actual payout determined by the insurer. If the insurer declines or partially declines, Pickup has no obligation to make up the shortfall.
3. Claim deadlines
3.1 Claims must be submitted in writing to accounts@ebaoguo.com within the following strict deadlines:
- Visible damage to outer packaging — the recipient must refuse delivery at the time of signing, or annotate “outer packaging damaged” in writing on the Carrier’s POD and photograph the packaging. Pickup will not entertain outer-packaging damage claims without POD annotation;
- Internal damage or shortage — complete evidence chain within 7 calendar days of delivery;
- Loss or non-delivery — a loss may be declared when the Carrier has picked up but, 21 calendar days later, the Goods still have not been delivered; late declarations are deemed waived;
- Delay compensation — applies only where the Carrier product at the time of booking expressly guaranteed a transit time, to be declared within 14 calendar days after the expected delivery date;
- Misdelivery or wrong recipient — within 3 calendar days of delivery.
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
1.2 The default compensation above is conditional on the Carrier actually paying Pickup. Where the Carrier pays nothing or only part, Pickup pays on only the amount actually received (after administrative processing fees) to the Customer, and has no independent payment obligation.
1.3 Default compensation does not include original freight, Surcharges, duties, destination-country taxes, insurance premium, return cost, loss of work time or any other direct or indirect loss.
1.4 Compensation is computed on the manufacturing cost or original purchase price, whichever is lower, not on market price, retail price, list price or sentimental value. The Customer must provide objective evidence such as purchase invoices, bank records and production vouchers; where objective evidence is missing, Pickup may unilaterally value at 30% of the customs-declared value, or refuse the claim.
2. Additional insurance option
2.1 To go beyond the default cap in clause 1, you must tick and pay for the additional transport insurance Pickup offers at booking. Additional insurance is underwritten or distributed by Pickup or its insurer partners. The sum insured, premium, coverage, exclusions and deductible are as set out in the policy terms or insurance certificate displayed at booking.
2.2 Additional insurance rates are generally 1.5%–5% of declared value (minimum AUD 10). High-risk categories, high-risk destinations and special items are individually priced. Premiums are non-refundable once paid.
2.3 For Waybills with additional insurance, compensation follows the policy terms. The following will still be declined even if insured: the exclusions in clause 5; inflated declared values; Customer breach of packaging requirements; Customer failure to submit complete evidence within the deadline; Carrier findings of Customer fault.
2.4 Additional-insurance settlements are coordinated by Pickup, with the actual payout determined by the insurer. If the insurer declines or partially declines, Pickup has no obligation to make up the shortfall.
3. Claim deadlines
3.1 Claims must be submitted in writing to accounts@ebaoguo.com within the following strict deadlines:
- Visible damage to outer packaging — the recipient must refuse delivery at the time of signing, or annotate “outer packaging damaged” in writing on the Carrier’s POD and photograph the packaging. Pickup will not entertain outer-packaging damage claims without POD annotation;
- Internal damage or shortage — complete evidence chain within 7 calendar days of delivery;
- Loss or non-delivery — a loss may be declared when the Carrier has picked up but, 21 calendar days later, the Goods still have not been delivered; late declarations are deemed waived;
- Delay compensation — applies only where the Carrier product at the time of booking expressly guaranteed a transit time, to be declared within 14 calendar days after the expected delivery date;
- Misdelivery or wrong recipient — within 3 calendar days of delivery.
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
This Claims & Compensation Policy (the “Policy“) forms an integral part of Pickup Pty Ltd (“Pickup“)’s Terms & Conditions. It sets out Pickup’s compensation caps, claim deadlines, evidence requirements, exclusions and process in respect of lost, damaged, delayed or otherwise affected shipments. By using the Platform, you accept this Policy in full. Where any provision of this Policy conflicts with the Terms & Conditions, the lower compensation cap and the stricter limitation prevails.
Important notice: Pickup is not a carrier and does not automatically provide any transport insurance. For Waybills without additional insurance, the compensation cap is very low and numerous exclusions apply. We recommend purchasing the additional insurance offered by Pickup at booking (see clause 2).
1. Default compensation standard
1.1 Unless you have separately purchased additional insurance, Pickup’s total liability for any Waybill (including without limitation loss, damage, delay, shortage and misdelivery) is capped at the lowest of the following three:
- the minimum statutory cap set by the Carrier’s transport terms, applicable international conventions (including the Warsaw Convention, Montreal Convention and CMR Convention) or applicable national law — for international air, typically around 19 SDR per kilogram; for domestic ground, typically the per-item or per-kilogram minimum in the Carrier’s transport terms;
- ten (10) times the base freight actually collected by Pickup for that Waybill (excluding Surcharges, taxes and insurance premium);
- AUD 100 (Australian dollars) or its equivalent.
1.2 The default compensation above is conditional on the Carrier actually paying Pickup. Where the Carrier pays nothing or only part, Pickup pays on only the amount actually received (after administrative processing fees) to the Customer, and has no independent payment obligation.
1.3 Default compensation does not include original freight, Surcharges, duties, destination-country taxes, insurance premium, return cost, loss of work time or any other direct or indirect loss.
1.4 Compensation is computed on the manufacturing cost or original purchase price, whichever is lower, not on market price, retail price, list price or sentimental value. The Customer must provide objective evidence such as purchase invoices, bank records and production vouchers; where objective evidence is missing, Pickup may unilaterally value at 30% of the customs-declared value, or refuse the claim.
2. Additional insurance option
2.1 To go beyond the default cap in clause 1, you must tick and pay for the additional transport insurance Pickup offers at booking. Additional insurance is underwritten or distributed by Pickup or its insurer partners. The sum insured, premium, coverage, exclusions and deductible are as set out in the policy terms or insurance certificate displayed at booking.
2.2 Additional insurance rates are generally 1.5%–5% of declared value (minimum AUD 10). High-risk categories, high-risk destinations and special items are individually priced. Premiums are non-refundable once paid.
2.3 For Waybills with additional insurance, compensation follows the policy terms. The following will still be declined even if insured: the exclusions in clause 5; inflated declared values; Customer breach of packaging requirements; Customer failure to submit complete evidence within the deadline; Carrier findings of Customer fault.
2.4 Additional-insurance settlements are coordinated by Pickup, with the actual payout determined by the insurer. If the insurer declines or partially declines, Pickup has no obligation to make up the shortfall.
3. Claim deadlines
3.1 Claims must be submitted in writing to accounts@ebaoguo.com within the following strict deadlines:
- Visible damage to outer packaging — the recipient must refuse delivery at the time of signing, or annotate “outer packaging damaged” in writing on the Carrier’s POD and photograph the packaging. Pickup will not entertain outer-packaging damage claims without POD annotation;
- Internal damage or shortage — complete evidence chain within 7 calendar days of delivery;
- Loss or non-delivery — a loss may be declared when the Carrier has picked up but, 21 calendar days later, the Goods still have not been delivered; late declarations are deemed waived;
- Delay compensation — applies only where the Carrier product at the time of booking expressly guaranteed a transit time, to be declared within 14 calendar days after the expected delivery date;
- Misdelivery or wrong recipient — within 3 calendar days of delivery.
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
This Claims & Compensation Policy (the “Policy“) forms an integral part of Pickup Pty Ltd (“Pickup“)’s Terms & Conditions. It sets out Pickup’s compensation caps, claim deadlines, evidence requirements, exclusions and process in respect of lost, damaged, delayed or otherwise affected shipments. By using the Platform, you accept this Policy in full. Where any provision of this Policy conflicts with the Terms & Conditions, the lower compensation cap and the stricter limitation prevails.
Important notice: Pickup is not a carrier and does not automatically provide any transport insurance. For Waybills without additional insurance, the compensation cap is very low and numerous exclusions apply. We recommend purchasing the additional insurance offered by Pickup at booking (see clause 2).
1. Default compensation standard
1.1 Unless you have separately purchased additional insurance, Pickup’s total liability for any Waybill (including without limitation loss, damage, delay, shortage and misdelivery) is capped at the lowest of the following three:
- the minimum statutory cap set by the Carrier’s transport terms, applicable international conventions (including the Warsaw Convention, Montreal Convention and CMR Convention) or applicable national law — for international air, typically around 19 SDR per kilogram; for domestic ground, typically the per-item or per-kilogram minimum in the Carrier’s transport terms;
- ten (10) times the base freight actually collected by Pickup for that Waybill (excluding Surcharges, taxes and insurance premium);
- AUD 100 (Australian dollars) or its equivalent.
1.2 The default compensation above is conditional on the Carrier actually paying Pickup. Where the Carrier pays nothing or only part, Pickup pays on only the amount actually received (after administrative processing fees) to the Customer, and has no independent payment obligation.
1.3 Default compensation does not include original freight, Surcharges, duties, destination-country taxes, insurance premium, return cost, loss of work time or any other direct or indirect loss.
1.4 Compensation is computed on the manufacturing cost or original purchase price, whichever is lower, not on market price, retail price, list price or sentimental value. The Customer must provide objective evidence such as purchase invoices, bank records and production vouchers; where objective evidence is missing, Pickup may unilaterally value at 30% of the customs-declared value, or refuse the claim.
2. Additional insurance option
2.1 To go beyond the default cap in clause 1, you must tick and pay for the additional transport insurance Pickup offers at booking. Additional insurance is underwritten or distributed by Pickup or its insurer partners. The sum insured, premium, coverage, exclusions and deductible are as set out in the policy terms or insurance certificate displayed at booking.
2.2 Additional insurance rates are generally 1.5%–5% of declared value (minimum AUD 10). High-risk categories, high-risk destinations and special items are individually priced. Premiums are non-refundable once paid.
2.3 For Waybills with additional insurance, compensation follows the policy terms. The following will still be declined even if insured: the exclusions in clause 5; inflated declared values; Customer breach of packaging requirements; Customer failure to submit complete evidence within the deadline; Carrier findings of Customer fault.
2.4 Additional-insurance settlements are coordinated by Pickup, with the actual payout determined by the insurer. If the insurer declines or partially declines, Pickup has no obligation to make up the shortfall.
3. Claim deadlines
3.1 Claims must be submitted in writing to accounts@ebaoguo.com within the following strict deadlines:
- Visible damage to outer packaging — the recipient must refuse delivery at the time of signing, or annotate “outer packaging damaged” in writing on the Carrier’s POD and photograph the packaging. Pickup will not entertain outer-packaging damage claims without POD annotation;
- Internal damage or shortage — complete evidence chain within 7 calendar days of delivery;
- Loss or non-delivery — a loss may be declared when the Carrier has picked up but, 21 calendar days later, the Goods still have not been delivered; late declarations are deemed waived;
- Delay compensation — applies only where the Carrier product at the time of booking expressly guaranteed a transit time, to be declared within 14 calendar days after the expected delivery date;
- Misdelivery or wrong recipient — within 3 calendar days of delivery.
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia
Claims & Compensation Policy
Last updated: 20 April 2026 | Effective date: 20 April 2026
This Claims & Compensation Policy (the “Policy“) forms an integral part of Pickup Pty Ltd (“Pickup“)’s Terms & Conditions. It sets out Pickup’s compensation caps, claim deadlines, evidence requirements, exclusions and process in respect of lost, damaged, delayed or otherwise affected shipments. By using the Platform, you accept this Policy in full. Where any provision of this Policy conflicts with the Terms & Conditions, the lower compensation cap and the stricter limitation prevails.
Important notice: Pickup is not a carrier and does not automatically provide any transport insurance. For Waybills without additional insurance, the compensation cap is very low and numerous exclusions apply. We recommend purchasing the additional insurance offered by Pickup at booking (see clause 2).
1. Default compensation standard
1.1 Unless you have separately purchased additional insurance, Pickup’s total liability for any Waybill (including without limitation loss, damage, delay, shortage and misdelivery) is capped at the lowest of the following three:
- the minimum statutory cap set by the Carrier’s transport terms, applicable international conventions (including the Warsaw Convention, Montreal Convention and CMR Convention) or applicable national law — for international air, typically around 19 SDR per kilogram; for domestic ground, typically the per-item or per-kilogram minimum in the Carrier’s transport terms;
- ten (10) times the base freight actually collected by Pickup for that Waybill (excluding Surcharges, taxes and insurance premium);
- AUD 100 (Australian dollars) or its equivalent.
1.2 The default compensation above is conditional on the Carrier actually paying Pickup. Where the Carrier pays nothing or only part, Pickup pays on only the amount actually received (after administrative processing fees) to the Customer, and has no independent payment obligation.
1.3 Default compensation does not include original freight, Surcharges, duties, destination-country taxes, insurance premium, return cost, loss of work time or any other direct or indirect loss.
1.4 Compensation is computed on the manufacturing cost or original purchase price, whichever is lower, not on market price, retail price, list price or sentimental value. The Customer must provide objective evidence such as purchase invoices, bank records and production vouchers; where objective evidence is missing, Pickup may unilaterally value at 30% of the customs-declared value, or refuse the claim.
2. Additional insurance option
2.1 To go beyond the default cap in clause 1, you must tick and pay for the additional transport insurance Pickup offers at booking. Additional insurance is underwritten or distributed by Pickup or its insurer partners. The sum insured, premium, coverage, exclusions and deductible are as set out in the policy terms or insurance certificate displayed at booking.
2.2 Additional insurance rates are generally 1.5%–5% of declared value (minimum AUD 10). High-risk categories, high-risk destinations and special items are individually priced. Premiums are non-refundable once paid.
2.3 For Waybills with additional insurance, compensation follows the policy terms. The following will still be declined even if insured: the exclusions in clause 5; inflated declared values; Customer breach of packaging requirements; Customer failure to submit complete evidence within the deadline; Carrier findings of Customer fault.
2.4 Additional-insurance settlements are coordinated by Pickup, with the actual payout determined by the insurer. If the insurer declines or partially declines, Pickup has no obligation to make up the shortfall.
3. Claim deadlines
3.1 Claims must be submitted in writing to accounts@ebaoguo.com within the following strict deadlines:
- Visible damage to outer packaging — the recipient must refuse delivery at the time of signing, or annotate “outer packaging damaged” in writing on the Carrier’s POD and photograph the packaging. Pickup will not entertain outer-packaging damage claims without POD annotation;
- Internal damage or shortage — complete evidence chain within 7 calendar days of delivery;
- Loss or non-delivery — a loss may be declared when the Carrier has picked up but, 21 calendar days later, the Goods still have not been delivered; late declarations are deemed waived;
- Delay compensation — applies only where the Carrier product at the time of booking expressly guaranteed a transit time, to be declared within 14 calendar days after the expected delivery date;
- Misdelivery or wrong recipient — within 3 calendar days of delivery.
3.2 Late claims will not be entertained and are deemed an unconditional waiver of any right to recover on that Waybill. Verbal logs with support, complaints via unofficial channels or public-platform posts do not constitute written claims.
3.3 On receipt, Pickup forwards the claim to the Carrier for review. Carrier handling times are typically 30–120 business days, depending on the Waybill type and destination. Pickup endeavours to relay progress but makes no commitment to a specific timeline.
4. Required evidence
4.1 Every claim must be accompanied by the complete evidence chain below. Any missing item is sufficient ground for Pickup to decline:
- Goods purchase evidence — invoice, receipt, contract, bank record, e-commerce order screenshot (showing time, amount, product name, payment method); the invoice must be in the claimant’s name;
- Packing-process video — a continuous unedited video from empty box to sealing, at least 1 minute, clearly showing product name, quantity, cushioning and tape;
- Packing photos — six-side photos of the sealed parcel (front, back, left, right, top, bottom), clearly showing the label and dimensions;
- Delivery evidence — Carrier POD or e-signature screenshot, with written annotation of outer-packaging damage or shortage where applicable;
- Unboxing video — an unedited, one-shot video of at least 2 minutes from outer packaging intact through retrieving the goods, clearly showing the waybill number, outer packaging state, tape integrity and damage detail for every item;
- Damage photos — multi-angle close-up and wide-angle photos of damaged parts, at least 8 images;
- Repair quote or scrap certificate — issued by an independent third party (if repair is declared);
- Claimant identity — identity document copy consistent with the account registration information;
- Any other materials Pickup requests.
4.2 Video evidence must be original files (uncut, un-transcoded). Pickup may require original files and shooting-device metadata. Pickup reserves the right to technically verify the authenticity of unboxing videos; forgery or tampering will result in denial and account termination.
4.3 Where no written annotation of outer-packaging damage was made at delivery, Pickup and the Carrier will presume “intact delivery”. Unboxing video submitted later cannot rebut this presumption.
5. Exclusions
5.1 Item-category exclusions. The following items are under no circumstances within the scope of compensation, including where additional insurance has been purchased:
- Cash, negotiable instruments, securities, cheques, credit cards, gift cards, stored-value cards;
- ID cards, passports, driver’s licences, academic certificates, original contracts, wills, title deeds, other irreplaceable documents;
- Precious metals, loose diamonds, gemstones, jewellery, fine watches;
- Antiques, artwork, collectibles, calligraphy and paintings, stamps, coins;
- Electronics (phones, tablets, laptops, cameras, graphics cards, CPUs, hard drives, headphones, etc.) — not compensated unless electronic-specific insurance is separately purchased;
- Fragile items (glass, ceramics, porcelain, lighting, sculpture, mirrors, musical instruments);
- Liquids, pastes, powders, aerosols, perfumes, cosmetics, alcohol;
- Food, fresh produce, supplements, medicines, Chinese herbs;
- Tobacco, e-cigarettes, cigars;
- Live animals and plants, plant seeds, human or animal organs, remains, ashes;
- Battery damage itself within products containing lithium batteries;
- Any single item with a declared value above AUD 500 for which high-value insurance has not been separately purchased;
- Second-hand goods, refurbished goods, samples, display items;
- Items with sentimental, commemorative, artistic or irreproducible character and no objective market price.
5.2 Cause and conduct exclusions. Losses caused by any of the following are not compensated:
- Inadequate packaging — Pickup and the Carrier presume inadequate packaging unless the Customer can rebut with the complete video evidence chain in clause 4. Proving that packaging complied with the Carrier’s guidelines rests entirely on the Customer;
- Inherent defects — material ageing, structural fragility, battery swelling, liquid spoilage;
- False declarations — inaccuracy in any of name, composition, quantity, weight, dimensions, value;
- Customer or recipient fault — address errors, wrong contact details, refusal to accept, refusal to pay duties, failure to provide clearance documents, last-minute recipient changes;
- Customs or government action — inspection damage, seizure, confiscation, destruction, policy change, sanctions;
- Force majeure — natural disaster, war, terrorism, riot, strike, epidemic, government lockdown, port congestion, air-cargo cuts;
- Ordinary wear — minor scratches, dents, fading, staining, change of odour;
- Indirect losses — loss of profit, loss of goodwill, customer loss, contract breach, production interruption;
- Outer-packaging-damage claims raised more than 24 hours after delivery was signed;
- Shipments containing goods on the clause 5.1 prohibited list.
5.3 Whether any exclusion applies is determined unilaterally by Pickup in light of Carrier feedback and the spirit of this Policy. The Customer may request review under clause 10.
6. Dimension and weight discrepancies
This clause is read together with clause 4.6 of the Terms & Conditions. Because Pickup cannot physically verify specifications, the Customer must self-verify as set out below and accept the priority evidentiary effect of the Carrier’s actual measurements.
6.1 Customer self-verification obligation.
6.1.1 Since Pickup cannot physically verify specifications, before shipping the Customer should proactively complete at least two of the following:
- Record length, width and height via photo or video using a tape or steel rule, with scale markings clearly legible;
- Weigh the parcel on electronic scales, with the video or photo clearly showing the scale reading and the parcel on the scale;
- Retain the Carrier’s pickup POD or scan record (if any).
6.1.2 The above evidence should be retained for at least 90 days after the Waybill is created, to be available in a dispute.
6.2 Carrier measurement prevails.
6.2.1 Measurements taken by the Carrier during its operations (automated scanning, manual verification, X-ray analysis, etc.) constitute the primary evidence for any differential adjustment.
6.2.2 Where the Carrier’s measurement exceeds the declared value, Pickup will collect the differential freight, recomputed Surcharges (excess weight, oversized, etc.) and any mandatory handling fees the Carrier imposes.
6.2.3 If the Customer provides the complete self-verification materials under clause 6.1 and Pickup accepts them, the Customer may request a review with the Carrier. The result is determined by the Carrier’s final record, and Pickup does not bear any delay or secondary charges arising from a failed review.
6.2.4 Where no self-verification material is provided, the Customer is deemed to have waived the right to object, and all differential charges are settled by Pickup using the Carrier’s data.
6.3 Payment of the differential and consequences of default.
6.3.1 The Customer authorises Pickup to collect the differential automatically from the linked payment method.
6.3.2 If the payment fails or the Customer actively refuses to pay, Pickup may:
- suspend the account and freeze the balance;
- withhold labels and tracking information for the relevant Waybills;
- refer the debt to a third-party collection agency and reserve the right to pursue legal remedies.
6.3.3 The differential is computed at the time the Carrier issues its reconciliation, which may be days or weeks after the actual pickup date.
7. Special provisions for international Waybills
7.1 Overall principle that customs risk is entirely the Customer’s. International Waybills cross multiple customs authorities, languages, tax regimes and policy environments. You confirm and agree that from the moment the Goods leave the origin-country export declaration stage until the destination-country recipient successfully clears customs, pays taxes and accepts the delivery, any customs, tax or regulatory risk, cost, delay or loss is borne entirely by the Customer. Neither Pickup nor the Carrier bears any compensation liability, and the original freight is not refundable in any case.
7.2 Specific situations in which the Customer bears full responsibility (enumerated list). If any of the following occurs, the Customer independently bears all consequences and costs:
- Incorrect or imprecise HS Code — duties, fines, late penalties and inspection fees imposed by customs;
- Unclear product-name translation or ambiguous description — supplementary clearance-agent fees required by customs;
- Under-declaration of value — customs reassessment, duties, fines (typically 1–3× the difference), and detention / handling fees;
- Over-declaration of value — extra taxes incurred by the Customer or recipient are not refundable;
- HS classification dispute — where customs insists on a higher-rate classification, the Customer pays storage fees during dispute resolution and settles the duty;
- Incorrect composition or use declaration — regulated ingredients (batteries, magnets, lithium, chemicals) not pre-declared will be detained or destroyed; the Customer pays handling fees;
- Missing import permits or certificates — for food, supplements, cosmetics, medicines, telecommunications equipment, drones, controlled technology, etc. the Customer must obtain destination-country permits themselves; goods tendered without them are at the Customer’s risk;
- Missing or invalid Power of Attorney — where the destination customs requires a recipient POA but the recipient refuses or delays, the Customer bears storage and return fees;
- Recipient refuses to provide clearance data (ID number, tax number, EORI, IOR, etc.);
- Clearance data not provided in time — typically 3–7 business days; late submission triggers customs return or destruction and all costs fall on the Customer;
- Recipient refuses to pay duties, GST, VAT, excise — the goods are returned or destroyed and the Customer bears the costs;
- Under DDP, the Customer fails to cover tax differentials in time — tax amounts advanced by the Carrier must be repaid within 14 days, with 1.5% compounding monthly on overdue amounts;
- Recipient refusal — regardless of reason, the goods are returned and the Customer pays the return cost;
- Recipient not available to sign — Carriers typically attempt 2–3 times and then return or transfer to a pickup point; if transferred, unclaimed storage / destruction fees fall on the Customer;
- Wrong or incomplete address — re-address fees fall on the Customer; if no re-address is possible, return flow applies;
- Wrong postcode / city spelling / missing house number — treated as above;
- Prohibited or restricted in the destination country — legal in origin but banned in destination (certain foods, vapes, seeds, skincare, specific medicines, satellite communication devices). Goods are detained, destroyed or forcibly returned; Customer bears all costs and freight is non-refundable;
- Anti-dumping, countervailing duties, quota limits — Customer bears the new duties and any over-quota return cost;
- Customs-inspection damage — damage from opening, sampling or testing is not carrier damage; Pickup does not compensate;
- Customs inspection fees, storage fees, delay fees — borne by Customer;
- Destination-country law, tariff or import policy change in transit — Customer bears new fees and the return risk;
- Sanctions match — recipient, sender, product, use or end-user matching OFAC, DFAT, UN, EU or local sanctions lists; goods detained and funds may be frozen; Customer bears full responsibility;
- Missing certificate of origin or preferential-agreement certificate — Customer bears the duty differential from losing preferential rates;
- Abandoned goods in customs — auction or destruction costs borne by Customer; freight non-refundable.
7.3 Return-cost stacking rules. Where an international Waybill must be returned to origin under any of the above situations, the Customer shall bear the full cumulative total of the following, with no offset, substitution or reduction:
- original international freight (non-refundable, charged in full);
- original fuel surcharge, remote-area surcharge, security fee, handling fee (non-refundable);
- destination-country storage fee (the higher of AUD 2–15 / kg per day or the Carrier’s actual charge);
- destination-country return clearance agent fee (typically AUD 25–120 per Waybill);
- destination-country return declaration fee at customs;
- return international freight (typically 1.2–2.0 times the outbound; higher from remote origins);
- origin-country secondary clearance agent fee;
- origin-country storage fee (per day);
- origin-country customs late-reporting fee or penalty (if applicable);
- Pickup platform processing fee AUD 35 per Waybill;
- FX losses during the return period;
- any subsequent reverse-adjustment charges raised by the Carrier.
7.4 Destruction in lieu of return. Where the estimated return cost exceeds the goods’ value, or destination-country law prohibits return, or the Customer fails to decide within 7 calendar days, Pickup and the Carrier may arrange on-site destruction in the destination country. Destruction costs are still borne by the Customer, and the original freight and all charges in clause 7.3 remain non-refundable.
7.5 Special rules for prohibited-goods seizure. Where destination customs classifies goods as prohibited or contraband (including where the origin country does not regulate them but the destination country does), the goods will be confiscated, destroyed or handed to enforcement. In addition to the charges in clause 7.3, the Customer bears: (a) customs fines (up to 3× value); (b) agency handling fees; (c) legal documentation costs; (d) any compliance costs Pickup and the Carrier incur. Pickup may lawfully submit Customer and recipient information to customs, enforcement and AML authorities.
7.6 DDU default. Unless expressly agreed in writing as DDP, international Waybills are DDU by default. Duties, GST, VAT and clearance fees are paid by the recipient. If the recipient refuses or cannot pay, the charges are passed back to the sender.
7.7 International transit times are not claimable. International transit times are indicative, affected by customs flow, flight schedules and destination-country delivery networks. Pickup gives no guarantee of international transit time and entertains no claims for international delay.
8. Claims process
8.1 Stage 1: Submission. Within the deadlines in clause 3, the Customer submits the claim by written email to accounts@ebaoguo.com with the Waybill number in the subject. The attachments must include all evidence listed in clause 4.
8.2 Stage 2: Formal review. Within 5–15 business days of receipt, Pickup conducts a formal review of evidence completeness. If evidence is incomplete, Pickup issues a correction notice and the Customer must complete submission within 7 calendar days; otherwise the claim is deemed waived. Once the formal review passes, Pickup refers the case to the Carrier.
8.3 Stage 3: Carrier investigation. The Carrier investigates under its internal process, typically 30–120 business days, longer for international. During investigation the Customer may need to provide further materials, photos, videos and on-site inspections; non-cooperation is deemed waiver.
8.4 Stage 4: Assessment and payment. After the Carrier determines the payable amount, Pickup pays the Customer’s nominated account or Platform balance within 30 business days of receiving the Carrier’s actual remittance (less an AUD 15 administrative fee and any applicable cross-border bank fee).
8.5 Denial. At any stage, if Pickup or the Carrier determines the claim does not satisfy the conditions for payment, the Customer is notified in writing with the principal reasons.
9. Non-payment, deduction and set-off
9.1 The Customer may not refuse or delay payment of any outstanding Waybill on the ground of a pending claim. Any set-off requires Pickup’s written consent.
9.2 Where the Customer initiates a chargeback against a Waybill via their credit card, PayPal or similar, regardless of outcome, Pickup may immediately freeze the account, terminate service and report to credit bureaus. A chargeback without legitimate cause is deemed fraud, and Pickup reserves civil and criminal remedies.
9.3 Pickup may preferentially set off any compensation due to the Customer against the Customer’s outstanding debts to Pickup (including freight, Surcharges, administrative fees, liquidated damages and return costs), paying the Customer only the net balance.
10. Dispute escalation
10.1 If the Customer disagrees with a claim outcome, the Customer may submit a review request in writing to accounts@ebaoguo.com within 14 calendar days of receiving the denial or determination. The request must state the specific points in dispute and attach any supplementary evidence.
10.2 Pickup issues a final response within 30 business days. If the Customer remains dissatisfied, the dispute-resolution process in clause 13 of the Terms & Conditions applies — good-faith negotiation for 30 days, failing which arbitration at the Melbourne Commercial Arbitration Centre; the Customer waives any right to proceed as a class or group arbitration.
10.3 Arbitration or litigation must be commenced within 12 months of the cause of action accruing; otherwise the right is extinguished.
11. Fraudulent claims
11.1 Submitting forged, tampered or exaggerated evidence, or fabricating the fact of loss, damage or delay, constitutes fraud. Once discovered, Pickup may: (a) deny the claim immediately and recover any compensation already paid; (b) terminate the account and permanently blacklist it; (c) report to police, consumer-protection authorities, insurers and industry anti-fraud databases; (d) commence civil proceedings and claim against the Customer for legal fees, investigation costs and goodwill damage.
11.2 Pickup reserves the right to conduct independent investigations of every claim, including without limitation contacting the recipient, reviewing videos, obtaining Carrier label-camera records and appointing third-party surveyors.
12. Changes and contact
12.1 Pickup may amend this Policy at any time. Amended versions take effect on publication on this page for new Waybills.
12.2 Claims and dispute email: accounts@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia