Help with Hipobuy cover: screen vocabulary and the questions it raises
Hipobuy's screens use insurance, protection, compensation and coins almost interchangeably. This page pins each word down and answers the questions that follow from them.
Where to ask, depending on what went wrong
For anything about your own parcel, only Hipobuy can act: open an after-sales application or contact online customer service, or write to [email protected]. The [email protected] address handles partnerships, not orders.
For a mistake on this site, or a payout that does not match the tables, write to us at [email protected]. If something goes wrong with a parcel right now, contact Hipobuy first; the claim window does not wait for us.
Hipobuy's official pages used most on this site: insurance and compensation, the insurance FAQ, the logistics platformization note and the shipping estimator.
Glossary of the cover terms on Hipobuy's screens
- Free Insurance / Free Protection Service
- The cover included on some routes. Pays shipping plus 40 yuan per charged kilo for loss or destination customs detention.
- Loss/Damage Protection
- Paid option. Returns goods value plus shipping for a full loss, the affected items otherwise.
- Customs Seizure Protection
- Paid option for customs holds, worded three ways by Hipobuy.
- Insured amount
- Product purchase amount plus shipping fee; no payout exceeds it, nor 5,000 yuan.
- Charged weight
- The weight on the freight bill; on most routes the heavier of scale and volume weight.
- Hipo Coins (gold coins)
- Account credit, one per yuan, spendable on goods and freight, not withdrawable.
- Self-operated / settled-in
- Route types with different claim standards; Hipobuy does not label which is which.
- GL and RL
- Forum shorthand: green light means you accept the item shown in the warehouse photos, red light means you send it back or swap it. Hipobuy's own screens never use them.
Short answers to the questions readers bring
These are the frequently asked questions behind most messages we get, answered from Hipobuy's published rules as of 16 October 2026.
Is the free cover the same on every route?
No. It exists only on routes whose estimator data marks it, and on the routes that have it the formula is the same: shipping back plus 40 yuan per charged kilo, for loss or destination-port customs detention.
Does the free cover ever pay for the goods?
Not for a whole lost parcel. The submit-page tooltip says a confirmed partial loss is paid at the value of the missing items, but the help-centre table gives no figure for that case.
Can I keep the free cover and add paid cover on top?
No. The submit page says the two types cannot be used together; choosing paid cover means giving up the free one.
What does paid cover cost?
Hipobuy does not publish the rate. It appears as the Protection Service Fee on the submit page for a real parcel.
Why does the comparator show a range for customs?
Because Hipobuy words Customs Seizure Protection three ways: goods plus shipping in its table, shipping only for a seizure after dispatch in the estimator data, and "actual loss" in the estimator tooltip.
Is a delayed parcel ever compensated?
The insurance FAQ says no compensation is currently available for delayed parcels, and no route we read offered a delay option.
Can I withdraw the coins from a payout?
No. Hipobuy's own wording: coins cannot be withdrawn and can only be used for goods and freight on the platform, at one coin per yuan.
Which routes are self-operated?
Hipobuy does not say. On a settled-in route the amount follows the carrier's standard, so ask support before relying on the tables.
Does the 5,000-yuan cap apply to the free cover too?
Yes, together with the insured amount (goods plus shipping). The free payout is the lowest of the three figures.
Do I have to report a problem quickly?
Yes. The insurance disclaimer refuses a claim unless the problem was raised no more than 7 days after signing, or 45 days after the parcel left the warehouse, and other pages ask for problems to be raised at delivery.
Where do the route counts come from?
From Hipobuy's public estimator, queried by us on 16 October 2026 for a one-kilo parcel to ten destinations.
Does a coupon on the freight lower the payout?
Hipobuy does not say. The free table refunds the "actual shipping cost", which we read as what you really paid, so enter the amount after any coupon.
Is the customs declaration fee refunded with the shipping?
Not stated in either table. Treat the roughly 10 yuan per parcel as a cost you may not get back.
My route is not in the comparator list. What then?
Choose "My route is not in the list". The free column is then shown as if the route included free cover, so hover the route's Insurance tag on the estimator to find out which case applies.
Does the free cover pay if the local courier loses the parcel?
The free table excludes loss after the final-mile courier has picked the parcel up, and the disclaimer excludes theft or loss after delivery.
Is this site run by Hipobuy?
No. It is an independent guide. The registration link carries an invitation code; nothing on the page depends on whether you use it.
