Understanding Shipping Reality, Insurance Requirements, and Customer Responsibility
In the premium diecast and collectible scale-model industry, damage claims are among the most sensitive and frequently disputed issues. Over years of handling thousands of shipments, one fact has become unmistakably clear:
Arguments almost always arise only when a customer does not have a valid, complete unboxing video.
This blog explains why these disputes occur, why unboxing videos are mandatory, and why claims without them must be rejected on legal, insurance, and operational grounds, despite common objections such as “I was too busy”, “I didn’t know about the policy”, or “Other sellers don’t ask for this.”
Why Do Most Arguments Start When There Is No Unboxing Video?
Our experience shows:
- Customers with a complete unboxing video rarely face disputes
- Customers without valid evidence often allege:
- “The model was already damaged”
- “You purposely sent a broken product”
- “I am a long-time customer”
- “I didn’t have time to record”
- “I didn’t know this was required”
Without a valid unboxing video, there is no objective, time-linked proof of the product’s condition at delivery. The situation becomes one party’s word against another’s, which cannot be resolved fairly or legally.
What Qualifies as a Valid Unboxing Video (And What Does Not)
A valid unboxing video must:
- Begin before opening the outer shipping package
- Clearly show the sealed courier box
- Continue uninterrupted until the product is fully revealed
- Check the complete unboxing video guide on shipping policy page
Partial or Incomplete Videos Are Not Acceptable
Videos recorded:
- After the outer box is opened
- After internal packaging is disturbed
- etc
do not qualify as valid evidence.
Once the outer package is opened off-camera:
- The chain of custody is broken
- Prior handling cannot be ruled out
- Insurance and liability cannot be determined
Why an Unboxing Video Is Mandatory (Not Optional)
The unboxing video establishes:
- The condition of the package on arrival
- Signs of impact or tampering
- The exact condition of the model at first exposure
Without it, it is impossible to determine whether damage occurred:
During transit, After delivery, During storage, Due to handling
Unboxing Video Is Mandatory for Insurance Claims
Courier and transit insurance providers explicitly require:
• A complete, uninterrupted unboxing video
• Visible package condition
• Immediate documentation
Without this:
• Insurance claims are automatically rejected
• The seller cannot recover losses
• Replacement becomes commercially unsustainable
“Other Sellers Don’t Ask for Unboxing Videos”
This is a common comparison, but it requires context.
Different sellers operate under different business models, risk tolerances, and compliance standards, and their own policy.
We at Scale Arts In.
• Ship high-value, fragile items
• Rely on courier insurance for transit damage
• Must document claims to recover losses
• Follow stricter internal audit and compliance processes
Our policy is not based on what others choose to do it is based on:
• Insurance requirements
• Legal accountability
• Operational sustainability
• Fair and evidence-based resolution
Our approach is transparent, documented, and consistent.
Common Real-World Scenarios and Repeated Arguments
Case 1: Video Recorded After the Box Was Opened
Outcome: Claim rejected due to broken chain of evidence.
Case 2: Claim Raised Days After Delivery (Needs to be informed within 24 hours with unboxing video and must be only on email - No whatsapp or any other channel)
Outcome: Claim rejected due to lack of contemporaneous proof.
Case 3: Attempt to Replace Old or Displayed Models
Outcome: Policy prevents substitution and misuse.
Case 4: Same Model Bought Earlier From Another Seller
Outcome: Damage origin cannot be established without video.
Case 5: “I Am a Long-Time Customer”
Outcome: Policy applies uniformly to all customers.
Case 6: Allegation of Intentional Shipment of Damaged Goods
Outcome: No commercial incentive; claim remains unsubstantiated.
Case 7: Insurance Claim Not Possible
Outcome: Replacement cannot be processed without insurance support.
“I Was Too Busy” Is Not a Valid Justification
Recording a video:
• Takes less than one minute
• Requires no special equipment
Personal inconvenience does not override accepted terms.
“I Didn’t Know About the Policy” Is Not Legally Valid
The policy is communicated via:
• Website pages
• Product descriptions
• Shipping policies
• Order emails
• Package stickers
Placing an order constitutes acceptance of these terms.
Legal and Contractual Basis for Rejecting Claims
• Burden of proof lies with the claimant
• Insurance mandates evidence
• Terms are accepted at checkout
• Policy prevents misuse and fraud
Without evidence, claims are legally weak and unverifiable.
Why No Exceptions Are Made - Even for Loyal Customers
Exceptions:
• Create inconsistency
• Encourage misuse
• Undermine genuine claims
When a valid unboxing video is provided:
• Claims are processed quickly
• No disputes arise
Final Conclusion
The unboxing video requirement is not a barrier -it is a necessary safeguard.
Disputes arise only when objective evidence is missing. Rejecting claims without a valid unboxing video is legally justified, insurance-mandated, and essential for fair operations.
We strongly advise all customers to:
• Record a complete, uninterrupted unboxing video
• Protect their own interests
• Ensure smooth claim resolution if needed
Clear rules protect genuine collectors - and ensure fairness for everyone.
