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1. How do I view and redeem my Service Package under the Product Care Service Programme?
Upon order completion, you may visit Digital Customer & Claims portal https://shopee-claims.policystreet.com to view your Service Package inclusive of Product Protection confirmation of cover under Product Care Service Programme. 

2. Do I need to pay for the complimentary product protection?
No. The product protection costs is totally free as complimentary benefits in Product Care Service Programme. 

3. 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, or wear or other causes that occur gradually, for instance, temperature, fungus, 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, decolorisation of the 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 cover is 90 days from service inception date.

Eligible items for extended Wear & Tear coverage as follows:

• Baby – Clothing, Gear, Safety and related
• Home Living (Furniture) – Sofas, Wardrobes, Desks & Table and related
• Travel & Luggage – Luggage
• Mobile & Gadgets – Accessories

4. How long is the Product Care Service Programme coverage? 

6 months from the date of the order completion on Shopee, whereby the policy would automatically be activated.

5. Do I need to lodge a police report to make a product protection claim?
Police report is required for theft claims only. Actual, forcible and/or violent entry into or exit from the premises must be verified by attending police officer. 

6. Do I need to submit the claims if I want to redeem for my promo code?
No. You can redeem your promo code without submitting any claims. 

7. How would I receive my claim payout?

Upon claim approval, you can choose to receive your claims payout via ShopeePay wallet or Bank Transfer. The limit of claims payout is up to the actual loss amount less 10% deductible and also subject to the insured sum cap. Note that in order to receive your claim payout via ShopeePay wallet, the total of your ShopeePay wallet balance and claim payout amount must not be more than RM2,999.

8. Can I make a claim if my item is damaged during delivery for product protection?
No. Such claims are invalid as insurance protection coverage only starts from the date of confirmation of delivery of the item on the Shopee platform. If the item is damage during delivery, please liaise with Shopee’s Customer Service or the seller immediately to initiate the refund process. 

9. Can I cancel the Product Care Service Programme and get a refund?

Product Care Service Programme is non-cancellable and non-refundable after the delivery of the item (i.e., completion of the order as shown on the Shopee platform).