Epomaker Shipping Protection

a. Claim Entry:

1. To initiate a claim, customers should contact our support team at support@epomaker.com and provide your order number. This allows for a seamless claims process tailored to your needs.

 b. Claim Processing Time:

1. Upon receiving the claim application, Epomaker will provide feedback within 2 business days.
2. If additional documentation is required, the consumer will be notified via email. This notification will be sent on you, with automatic reminder emails sent on 4 days later and 6 days later to prompt the consumer to provide the necessary supplementary materials. If no response is received 7 days after the first email is sent, the case will be closed. However, consumers can reapply once they have the relevant materials ready.

 c. Compensation Methods:

1. Epomaker offers the following compensation methods for approved claims: Refund on the original order, if failed, we will refund to customer by Paypal or Payoneer.

 d. Claim Documentation:

- For Damaged Goods:

1. Customers must provide photos of the product packaging, inner packaging, and the damaged parts. Compensation ratios will be determined based on the extent of the damage. If the consumer disagrees with the compensation offered, Epomaker will assign dedicated personnel to conduct a manual review of the product.

- For Lost Goods:

1. Claims can be processed directly if the logistics order indicates that the product is lost. A package shipped within the United States is considered lost if not delivered within 30 days (or 60 days for other international shipments).
2. If the logistics order shows that the product has been delivered but the consumer has not received it (e.g., in cases of porch theft), the following proof must be provided:

    - Police report

    - Relevant on-site video evidence

    - Proof of loss from the logistics company

    - Other written documentation from qualified personnel