*This service is currently available to selected user only.
1. What is Furniture Care?
Furniture Care is a service package that covers eligible new furniture items purchased on Shopee against accidental damage, fire, flood, theft & robbery, and wear & tear (limited to 90 days).
2. How do I purchase a Furniture Care as part of my order?
The purchase of Furniture Care may be pre-selected when you purchase furniture that is eligible for the service. In such cases, if you wish to opt-out of the purchase of the service, simply untick the relevant checkbox before placing your order at the checkout page.
3. How do I deselect the Furniture Care at checkout?
At the checkout page, users can untick the relevant checkbox to remove Furniture Care from the cart.
4. How do I view and redeem my Service Package under the Furniture Care?
Upon order completion, you may visit the Digital Customer portal to view your Service Package, inclusive of confirmation of coverage under the Furniture Care.
5. How long is the Furniture Care coverage?
Coverage is valid for up to 12 months from the date of order completion on Shopee, and is automatically activated upon delivery confirmation.
(Note: Certain components, such as Wear & Tear coverage, may have shorter coverage periods as specified.)
6. What does Wear and Tear coverage mean?
Eligible items would have additional Wear and Tear coverage, whereby your items would be covered against damage:
- caused by shrinkage, wear, or other causes that occur gradually, for instance, temperature, fungus, or pest on the object of coverage;
- as a direct or indirect result of the wear and tear of the item, or rust, or mildew, deterioration, or decolorisation of a similar condition due to the nature of the insured property itself;
- caused by rodents (guinea pigs, hamsters, rats) or insects.
This is limited to new items only, and the period of coverage is 90 days from the service inception date. For the Furniture Care, this applies specifically to selected furniture items such as sofas, wardrobes, tables, and related household furniture.
7. Do I need to lodge a police report to make a product protection service request?
A police report is required for theft or lost requests only. Actual, forcible, and/or violent entry into or exit from the premises must be verified by an attending police officer.
For repair requests under Furniture Care (e.g., structural or functional issues), no police report is required.
8. What does this Furniture Care cover?
This programme covers eligible new furniture items purchased on Shopee’s platform.
- Protect your furniture against accidental damage, fire, flood, theft & robbery, and wear & tear (for 90 calendar days only).
- Up to two (2) repair requests, or until the Sum Insured is fully utilised, whichever occurs first.
9. What does this Furniture Care not cover?
Please refer to the “General Exclusions” section in Terms & Conditions for more information.
10. Can I make a service request if my item is damaged during delivery?
No. Such requests are invalid as service period only starts from the date of confirmation of delivery of the item on the Shopee platform. If the item is damaged during delivery, please liaise with Shopee’s Customer Service or the seller immediately to initiate the refund process.
11. Can I cancel the Furniture Care and get a refund?
Furniture Care can be cancelled within 30 days after the delivery of the item (i.e., completion of the order as shown on the Shopee platform). For more information, please refer to the Terms & Conditions.
12. How do I submit a service request for Furniture Care?
Step 1: Go to the Service Program Details page, select ‘Service Request’ to start a service request.
Step 2: Report and submit your request immediately after the incident occurs.
Step 3: Input the required details in the service request:
- Date of incident
- Description of incident
- Purchase invoice
- Proof of the damage
- Other supporting documents, as relevant
Step 4: Your service provider, PolicyStreet, will arrange an authorised repair workshop to contact you via your registered mobile number to arrange a physical assessment, either at your location or at a designated service centre.
Step 5: PolicyStreet will contact you directly if the damaged item is eligible for a claimable repair.
Step 6: The authorised repair workshop will then communicate the extent of damage and repair feasibility. Repair recommendations and next steps will be shared with you for confirmation before proceeding.
* Please note that PolicyStreet shall ensure “functional equivalence” and shall ensure that the repairs match as far as reasonably practicable, the appearance of the item immediately prior to the damage. Please refer to the Terms & Conditions for more information.
Note: All service requests will be reviewed and assessed by PolicyStreet. If additional documents are required, you will be notified. Please upload them within the stated period to avoid any delays.
Service Request Handling Service Levels
| Activities | Timeframe |
| Submission/Notification of service request | No later than fourteen (14) days after the occurrence of the loss or damage. |
| An authorised repair workshop will contact you for an on-site inspection. | No later than five (5) working days from the date of complete and full document submission. |
| Service request approval | No later than five (5) working days after the product has been physically inspected by the authorised repair network in-house/ in-shop. |
| Completion of repair | Standard repairs will take up to ten (10) working days in-house or at the workshop. Please note that this is subject to the availability of parts & extent of repair. |