Kakobuy After-Sales: Tracking, Damage & Compensation

After-sales covers the last mile: following your parcel’s journey, raising a request when something’s wrong, and understanding where Kakobuy’s liability begins and ends. The key distinction is where a problem happens — inside Kakobuy’s warehouse, or in the hands of a third-party carrier.

Tracking a shipped parcel

Once a parcel is dispatched, log in to the Member Center and click “Logistics Details” under “My Parcel”. If the system can’t show tracking, Kakobuy provides alternative query links.

International logistics passes through several parties, so tracking updates naturally lag — a quiet period between scans doesn’t mean the parcel is lost.

How to apply for after-sales service

Contact Kakobuy customer service and provide your parcel waybill number and a precise description of the problem. Having the waybill number and any photos ready speeds up the case.

Compensation: loss or damage in the Kakobuy warehouse

If goods are lost or damaged inside the Kakobuy warehouse:

Purchased goods — compensated directly at the original price.
Transfer (forwarded) goods — you must provide proof of the commodity transaction, with a cap of ¥5,000 per transfer order.

Compensation: loss or damage in international logistics

Loss or damage that happens while a third-party carrier is transporting the parcel is beyond Kakobuy’s control. Kakobuy won’t pay compensation itself but will actively help you pursue a claim with the carrier. (If you bought Kako insurance, its terms apply.)

Compensation claims are not accepted when:

Goods are confiscated, fastened or damaged from unpacking due to customs.
The problem stems from the user — e.g. failing to help with clearance or providing a wrong address.
Fragile items are damaged in transit.
Tracking shows successful delivery to the correct address.
Political events, natural disasters or other force-majeure covered by the carrier’s disclaimer.

After-sales — frequently asked questions

Log in, open “My Parcel” in the Member Center and click “Logistics Details”. If the system can’t display it, Kakobuy gives you alternative tracking links.

Not necessarily. International shipping involves several carriers, so tracking updates lag. Give it time before assuming a problem.

Contact customer service with your parcel waybill number and a precise description of the issue (plus photos if relevant).

Loss or damage during third-party transport is outside Kakobuy’s control, so it doesn’t pay compensation itself but will help you claim against the carrier. Kako insurance, if purchased, has its own terms.

Purchased goods are compensated at original price; forwarded goods require proof of transaction and are capped at ¥5,000 per transfer order.