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Compensation Policy Banner
Compensation Policy

ShipX Compensation Policy

Claims & Legal Liability for Cross-Border Shipping Services

SGLINK Import Export JSC

Effective date: 15 May 2026 | Last updated: 15 May 2026

I. Complaint Resolution Procedure

Resolution timeframe: in accordance with the prevailing published postal service quality standards.

1. Submitting a Complaint

Customers may submit a complaint through any of the following channels:

  • Email: info@shipx.asia
  • In person or by post to: 28 Street No. 6, Bay Hien Ward, Ho Chi Minh City, Vietnam
  • Via the ShipX platform at shipx.asia

ShipX (formerly SGLINK) will issue a complaint acknowledgement receipt immediately upon receiving a complaint, within no more than 5 working days. In the event of a rejection, ShipX will notify the complainant of the reasons within 5 working days.

2. Processing a Complaint

The Customer Care Department will verify the complaint information, prepare a resolution report, and submit it to the director for approval. ShipX will notify the complainant of the outcome in writing.

If the complainant does not receive a response within the prescribed timeframe, or disagrees with the resolution decision, they have the right to request dispute resolution. All parties will actively seek a solution through negotiation and mediation. If the dispute cannot be resolved between the parties, it may be brought before a court of competent jurisdiction.

3. Retention of Complaint Records

All complaint records are retained by the Customer Care Department, including: the complaint form, the acknowledgement receipt, supporting documents, minutes, the resolution report, and the written notice of outcome.

II. Complaint Deadlines

CategoryDeadline
Lost or delayed shipmentsWithin 6 months from the end of the entire shipping period
Damaged, swapped, or otherwise affected goodsWithin 1 month from the delivery date
Complaint resolution timeframeWithin 3 months from receipt of the written complaint
Compensation payment timeframeWithin 30 days after liability has been determined

III. Compensation Liability

Cases Eligible for Compensation

Delay exceeding the committed shipping time: ShipX will refund the full service fee for that shipment.

Partial loss, damage, or swap: Compensation based on actual damage, not exceeding the maximum liability limit.

Total loss, damage, or swap: USD 9 per kilogram (calculated in 500g units; any fractional remainder is rounded up to 500g), with a minimum of USD 30 per shipment, plus a full refund of the service fee.

Cases Exempt from Liability

ShipX Inc will not be liable for compensation in the following cases:

  • Damage caused by the sender's fault, or by the natural characteristics/inherent defects of the contents of the postal item.
  • The sender is unable to provide evidence of the shipment, the damage, or the swap.
  • The shipment has been delivered and the recipient raised no objection at the time of receipt.
  • The goods were confiscated or destroyed in accordance with applicable law.
  • The sender did not follow ShipX's complaint submission procedure.
  • Force majeure events, including natural disasters, war, terrorism, epidemics, or government actions.

IV. Postal License Reference

ShipX Inc operates under postal license No. [INSERT UPDATED POSTAL LICENSE NUMBER]. All complaint resolution procedures comply with the prevailing postal service quality standards of the relevant licensing authority.

V. Contact Information

ShipX Inc

Email: info@shipx.asia

Address: 28 Street No. 6, Bảy Hiền Ward, Ho Chi Minh City, Vietnam

Website: https://shipx.asia

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