What is needed to process an investigation for Sellers?

Sellers ship items to Novelship using Ninja Van SG, GDEX MY and DHL Express. If an item must be returned to a Seller from Novelship, it will be shipped using Janio SG, GDEX MY or DHL Express. If specific action for a logistics carrier is required, it will be noted below.

We encourage our sellers to obtain a shipping receipt from the courier and keep it until the transaction is completed. To protect sellers in the event of any damage to the shipping box, we advise you to take photos of your shipping box before handing it over to the courier so that we can refer to the original condition of the shipping box when a dispute occurs. Additionally, please ensure that the courier staff scan the parcel when you hand it over to them. Novelship will not be liable for any lost parcels due to the courier's failure to account for the parcel.

Reasons for Lost Parcel:

1. Incorrect AWB attached
2. Incorrect Shipping Address
3. No shipping label attach to the shipping box
4. Changes with the Shipping from Address
5. Failure to scan the parcel before handing over to the courier

It’s been more than 3 days, and your shipment has not left drop-off location: 

GDEX/Ninja Van SG

In this situation, please provide our support team with a copy of the drop-off confirmation email or sms confirmation. Once we receive it, we will be able to move forward with the investigation with the logistics provider. This may take up to 9-12 days.

It's been more than 3 days, and you haven't seen an update to the tracking information provided by your carrier:

Ninja Van SG/DHL Express

Contact support at Novelship with your: 

• Sale number
• Shipping courier Air-Way Bill (AWB) tracking number
• Photo proof of your drop-off/pick-up confirmation. 

We will contact the relevant logistics provider and open an investigation for your missing package. 

This process sometimes takes 10-12 days from the time everything is submitted to the logistics provider. We will contact you as soon as we receive information back from them. The logistics provider may also attempt to reach you to gather more information during this time.

If the logistics carrier states package has been delivered but your sale status is not updated.

Janio SG/DHL Express/GDEX MY

Contact support at Novelship within 48 hours with your: 

• Sale number
• Shipping courier Air-Way Bill (AWB) tracking number
• Photo proof of your drop-off/pick-up confirmation. 

As part of this investigation, it is a requirement that you obtain a police report. We can accept either an incident slip or the full report. Once obtained, please email customer support a copy and we will begin to file the investigation on your behalf.

This investigation process could take up to 10 business days from the start of the investigation with the courier. We will contact you as soon as we receive information back from the courier. 

Please note that we cannot compensate in full if deemed lost. We can only compensate up to SGD 100 maximum as basic courier insurance. Should you require higher compensation, you may contact the courier directly and send in your appeal. We strongly suggest for you to follow our shipping guide accordingly and take of the reason for lost parcel above.

If a product returning to you for failed verification was marked delivered by the logistics provider but you have not received it:

Janio SG/DHL Express/GDEX MY

If the item is delivered and not received, we ask that you reach out to your surrounding neighbors to ensure the package was not delivered to the wrong address. If they have not received it, we will start an investigation on your behalf with DHL.

As part of this investigation, it is a requirement that you obtain a police report. We can accept either an incident slip or the full report. Once obtained, please email customer support a copy and we will begin to file the investigation on your behalf.

This investigation process could take up to 10 business days from the start of the investigation with the courier. We will contact you as soon as we receive information back from the courier.

Please note that we cannot compensate in full if deemed lost. We can only compensate up to SGD 100 maximum as basic insurance. Should you require higher compensation, you may contact the courier directly and send in your appeal.

If an item returning to you for failed verification was delivered with damages:

Contact support at Novelship with your: 

• Sale number 
• Photo(s) of the product box issue you are referring to 
• Photo(s) of the shipping box in full 

Upon receiving these, we can review your case. If necessary, we will submit your case to the logistics provider. 

This process sometimes takes 10-12 days from the time everything is submitted to the logistics provider. We will contact you as soon as we receive information back from them. The logistics provider may also attempt to reach you to gather more information during this time.

Please note that we cannot compensate in full for damage during the transit. We can only compensate the amount provided by the courier and up to SGD 100 maximum as basic insurance. Should you require higher compensation, you may contact the courier directly and send in your appeal.

Novelship reserves the right to deny any claim or request for refund in connection with a pattern of fraudulent user behavior or negligence that Novelship determines in its sole and reasonable discretion should result to account suspension.