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      Operations Errors Policies

      Refund Policy

      At NextSmartShip, we do our best to fulfill every order as perfectly as we can at all times. However, we are human, and, on occasion, we do make mistakes! For any such error, we want to ensure that we provide a remedy for the mistake and come to a swift resolution. Please see below for our policies on specific instances.

      To continue to reduce our error rates, we need your help in bringing the specific errors to our operations teams' attention and putting measures in place to prevent them from going forward. 

      Please Note: NextSmartShip will gladly reconcile operations errors within 90 days from the date of the transaction.

        Transportation

         

        1. Delay (except the uncontrolled situations)

           If the transit time is twice as long as the ETA shown in the system, NSS refund the shipping fee. If the shipping information doesn’t update for 30 days, NSS will refund the declared value of the products.

         

        1. Damaged package

           If the packing material and packing plan are from NSS, NSS will refund half of the shipping fee for the damaged package. If using the client’s own packing material, there is no refund.

         

        1. Delivered, but not received

           NSS will provide the last mile tracking number, local service contact number, or POD (if there is POD). There is no refund.

           But if the customer can provide written proof (like email) from a local service to prove the package is lost, NSS can use it to try applying for a refund from the shipping courier.

         

        1. Delay because of uncontrolled situations

          Uncontrolled situations are like customs checking, natural disaster, holiday, and so on. There is no refund.

         

        1. Lost package

        If it is confirmed that the package is lost, NSS refund the shipping fee and declared value(The maximum declared value shall not exceed 100USD).

         

        1. Package delivered to wrong places

           If it is confirmed that the package was delivered to the wrong place, NSS refund the shipping fee or provide free reshipment.

         

         

        Warehouse

        1. Products lost in the warehouse
        • Refund: as the declared value of the product, The maximum refund of one product  shall not exceed 100USD
        • If the products lost were found within three months:
        1. if the qty which is found is less than that was refunded, NSS chargeback the refund of products which are found from the client account. On the contrary, NSS charges back the products which are refunded.

         

        1. Wrong operation of the warehouse

           (1) missing items: if reshipping, NSS refund the shipping fee of the new order; if not reshipping, we will figure out the issue and check the charges, if we did charge more but sent fewer items then NSS refund the declared value of the missing items. The maximum refund of one order shall not exceed 100USD.

         

        (2) Shipping extra items: refund the declared value of the extra items. The maximum refund of one product shall not exceed 100USD.

        (3)ship wrong items: refund the declared value of the wrong items. The maximum refund of one product shall not exceed 100USD. And refund the shipping fee.

         

        1. damaged products caused by warehouse improper operation

           Refund the declared value of damaged products. This policy is for the damaged products which are found when the warehouse does inventory checking or packs the order.

         

        1. The wrong operation of value-added services caused by the warehouse

        If the products are shipped out, refund the declared value of the product and shipping fee. Free for changing into a correct label or correct assembling way and so on.