Package insurance

Insurance of goods and delivery: terms, prices, and actions in case of loss

General questions

What exactly is insured in the package?
Two things are insured in the package. First, the items themselves: we take the amount from the declaration, and the coverage includes loss of the package and theft of the contents. Second, the shipping cost: you can add this insurance optionally, and it refunds the shipping cost.
For which tariffs is item insurance mandatory?
Mandatory item insurance applies to eight tariffs: SuperFast, FastBox, Express, Econom, CDEK BY ONE, CDEK BY COMBO, CDEK KZ ONE, and CDEK KZ COMBO, where it is included in the bill right away. For USPS Priority, USPS EMS, FedEx, DHL Express, and GlobalPost, you decide yourself whether to insure the items or not.
How is the insurance amount calculated?
The amount is calculated in tiers. We insure goods cheaper than $100 for $3, from $100 we charge $5, for expensive parcels the tier goes up to $7.50 and $15. Delivery insurance has a different rule: $3 for every $100 of shipping cost. Enter the value of the goods into the calculator and you will see the total before payment.
What cases are not covered by the insurance?
Insurance does not cover the following:
- theft of contents if the package is shipped via USPS, where coverage applies only to loss and non-delivery;
- damage to items from private sellers and from eBay, for them only total loss is covered;
- damage to monitors and TVs up to 27 inches, we ship them without this protection;
- shipping within the USA, there is no insurance there.
And one more important thing: the payout amount is based on the value declared in the customs declaration. If you understated the value to reduce the duty, then you will get less back.
Is it worth insuring the shipment separately?
It is beneficial to insure shipping separately for heavy and expensive packages: if the shipment is lost, the shipping cost will be refunded along with the value of the goods. The option can be enabled when creating the shipment.
What should I do if the package didn’t arrive or has been opened?
Record the unboxing on video right at the pickup point or at the post office, before you take the package home. This is a mandatory requirement: without a video from the pickup point, shortage and theft of contents cannot be confirmed, and the insurance will not pay anything.
Then write to us and attach the video, tracking number, photos of the box and packaging, as well as a list of what is missing. We will check the package’s route, submit a request to the carrier, and review the case under the insurance.