Facts read 9 November 2026 · page updated 10 November 2026
Asking FishGoo for the overdue share, and the deadlines, exclusions and fees beside it
The note on the line is where the refund is written; everything else around it, from deadlines to insurance, lives in other places with other rules.
Writing to FishGoo support about a slow on-time parcel
The estimator note is the only place the overdue share is written down, and FishGoo's help centre has no form for it. In practice that means a message to support: the site chat, or [email protected].
Make the message easy to say yes to. Give the parcel number from My Parcel, the line name exactly as FishGoo spells it, the freight you paid, and the two dates the note measures between: the day the parcel shipped and the day it was received or signed for. Paste the line's sentence about lateness under it.
On the German, Spanish and French lines, ask in the same message how the transit-delay disclaimer applies to your case. A written answer is worth more than a guess on either side.
A message along these lines covers everything: Parcel [number] shipped on [date] on DEOn-time Delivery (Overdue Compensation) and was received on [date]. I paid CNY [amount] in freight. The line note says 50% of the shipping fee is refunded when shipment to receipt exceeds 13 working days. Please confirm how many working days you count for this parcel, whether the refund applies, and how the disclaimer on this line is applied. Swap in your own line name and sentence; the calculator prints both.
Two deadlines on the same line, and two more nearby
Every on-time card shows an After-sales inquiry period of 60 days after shipment (Spain's field is worded oddly as "Freight is payable within 60 days after shipment"). On the UK, Italian, Dutch, Polish and Swedish lines the disclaimer then adds: "After-sales inquiries are accepted within 30 days after the parcel is tracked online; overdue requests will not be accepted." Both texts sit on the same card. If you quote one, name it, and plan around whichever of the two falls first.
Two other clocks are easy to confuse with these. FishGoo's User Agreement gives 72 hours from receiving a package to report missing, damaged or defective items, which is about the goods rather than the journey. And loss compensation on these lines only opens once two months pass after shipment without a signature.
What the disclaimers rule out, and the warehouse fees
Beyond the transit-delay sentence on three lines, the German, Spanish and French disclaimers refuse compensation for force majeure, for missing or damaged products and for any loss of fragile goods. The UK, Italian, Dutch, Polish and Swedish disclaimers are shorter and deal only with the after-sales deadline, plus fees on the UK line.
Fees apply when a parcel goes back to the overseas warehouse because delivery failed for a reason on the receiving side. Germany, Spain and France charge 150 RMB for return handling and 150 RMB for redelivery or a new destination, per shipment. The UK line charges 50 RMB to process the return and 200 RMB to redeliver or change it, per parcel. The Italian, Dutch, Polish and Swedish cards name no such fee. Every card adds that redelivery depends on the overseas warehouse's schedule and is not guaranteed.
Lost, not slow: the 40 RMB per kg rule
Loss is a separate rule on every line. If a parcel is lost before it shows up in online tracking, the cards pay 40 RMB per kg and refund the freight; once it has shown up, 40 RMB per kg without the freight. A lost re-delivered parcel is treated the same way.
The cap differs by line: 300 RMB per parcel on the German, Spanish, French and UK cards, 200 RMB on the Italian, Dutch, Polish and Swedish ones. Compensation opens after two months without a signature, counted from shipment; you need a proof of loss from the local delivery company, and partial loss is not covered under these rules.
For an expensive haul the cap is low, which is the reason the next layer exists.
Optional insurance, ticked at Submit Parcel
On lines that support it, FishGoo sells parcel insurance at the moment you submit the parcel. You tick the box, enter an insured amount between CNY 500 and CNY 5,000 covering the products plus shipping, and pay 3% to 8% of that amount. It cannot be added after the parcel ships, and the insured amount cannot be changed afterwards.
It covers three things: loss in transit, a whole parcel lost at customs, and partial loss where the box arrives damaged or customs removes items. It does not cover wrong addresses, refused or uncollected parcels, parcels marked delivered on time (apart from partial loss), losses on returns, or damage to the product itself. Partial loss has to be reported within 72 hours of tracking showing delivery, and FishGoo says it refunds within three working days of confirming a case.
During the Black Friday campaign the first CNY 1,000 of declared value is covered free on lines tagged for it; on 9 November 2026 all eight on-time lines carried that tag.
The older timetable in FishGoo's logistics policy
FishGoo's Logistics Policy page, last edited on 12 November 2025, still carries a reference table: Europe 16 to 18 business days, the United Kingdom 6 to 8, and figures for the United States, Australia, New Zealand and three Asian destinations.
The estimator's per-line times are newer and narrower (7 to 11 working days on the German on-time line, for example), and the overdue sentences are tied to the line, not to this table. Quote the line when you write to support, and treat the policy table as FishGoo's older, general guide.
The same page says the warehouse takes about one to two days to pick and pack a parcel after you ask for delivery. Those days come before shipment, so they do not count towards any of the thresholds.
