How to insure your package

Learn how you can use our optional package insurance

Gijs avatar
Written by Gijs
Updated over a week ago

How to insure your package

You can purchase extra insurance via our platform during checkout by clicking or tapping Declare and insure at the final page of the checkout process:

You can insure your shipment for any value with a minimum of 100 SGD.

Parcel insurance coverage

If you wish to make a claim for a lost or damaged parcel, please write in to Ox Street as soon as possible, no later than 7 calendar days from when the package is marked as delivered; based on tracking by our courier partners. Once all details are correct, we can confirm and submit your claim.

Insurance covers two factors: Lost or Damaged goods.

Lost goods

You will be required to describe the issue and why you think the shipment is lost. Include details such as whether the intended receiver has confirmed whether the shipment was lost. This helps Insureship with evaluating the validity of the claim - once all details are correct you can confirm and submit your claim.

Damaged goods claim

Please provide the as much information as possible, using the following checklist:

  • Describe the issue in detail

    • Items damaged and/or missing from the shipment upon arrival

  • Upload photos of the damaged items or box to support your claim or copies of correspondence from the courier/police etc.

  • Photographs should clearly show the issue and where possible should include explanation

Once the claim has been submitted, our insurer will review the case and may request additional documentation. Examples include:

  • Copy of original invoice for proof of value

  • Statement from buyer indicating they haven’t received the package or that it arrived damaged

  • Photographs to show the damaged item

For full information on coverage, please visit our insurer website:

Insurance claims requirement and timelines

If you have bought insurance for your order, please take note of the following claims requirements and timeline.

LOST shipments can be claimed after;

20 calendar days or 14 days from Last tracking Update for Domestic shipments

30 calendar days or 14 days from Last tracking Update for International shipments

DAMAGED shipments can be filed immediately upon receipt of the package.

The insured needs to submit:

  • A completed Online Shipping Insurance Services claim form

  • A copy of the original invoice to the consignee / original invoice from the shipper, whichever is applicable-

  • A signed and dated statement from the consignee / receiving party

  • Proof of damage if applicable and any additional documentation requested to substantiate the loss.

Coverage does not include handling fees and insurance fees.

All damaged property for which payment (not repair costs), or replacement costs have been made, must, on request, be returned to the Underwriters.

Failure to hold the damaged property until the claim is fully resolved will result in the claim being denied.

For full information on coverage, please visit our insurer website:

Value declaration

By insuring your shipment, you choose to declare the value of the shipment equal to the insured value. Please note that declaring a lower value than the transaction value may not be allowed under the laws of your domicile country.

  • Any disputes or issues arising with customs as a result of your declaration are strictly your own responsibility

  • In cases where you refuse to take delivery of the parcel, and/or refuse to pay import charges, any costs including disposal or return shipping charges will be subtracted from your refund

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