If your order is lost or damaged during delivery, you can lodge a claim directly through our transit protection partner, FreightSafe. Transit Protection covers the full retail value of your goods plus shipping costs, ensuring you aren't out of pocket when things go wrong.
⚠️ IMPORTANT: Review the Transit Protection terms and conditions before lodging a claim. You can also review Shippit's target market determination.
Before you begin
To ensure your claim is processed quickly, make sure you have the following information ready:
Order number: The order reference number shown in your Shippit account.
Recipient details: Thhe name and address of the person you are shipping the order to.
Tax invoice: A copy of the customer's tax invoice showing the store name, date of purchase, and item details.
Photos of Damage: If the item is damaged, you need clear photos of the packaging (internal and external) and the damaged item itself.
Bank details: Your account name, BSB, and account number for the reimbursement.
Things to remember
Make sure you or the package receiver keep any damaged items, and all the original packaging. Additionally, take photos of any damage as soon as you become aware of it, or request that your package receiver does so and sends them to you. The carrier may request to inspect or collect the goods, or view photographs during assessment.
Items left under an 'Authority to Leave' instruction that are lost or stolen after a successful delivery scan are generally not covered.
Confirm your items are not on the excluded goods list before lodging a claim, and review the Transit Protection terms and conditions before shipping.
⚠️ IMPORTANT: Review the Transit Protection terms and conditions before lodging a claim. You can also review Shippit's target market determination.
It is important to lodge your claim as soon as you become aware of an issue. You must lodge your claim within certain a time frame:
Damaged items: Report claims within 7 days of the delivery date.
Lost items: Lodge claims within 14 days of the last carrier scan.
Lodge your claim
Log in to your Shippit account and locate the order that you want to claim against. You need these order details to be able to lodge the claim.
In a new browser tab or window, browse to the Transit Protection claim form.
On the Welcome screen, complete these details:
In the Have you lodged before field, select Yes if you have previously made an online claim, and No if this is your first online claim.
In the Do you wish to continue with a saved claim field, select Yes if you have a saved claim, and No if this is a new claim.
Click Next to continue.
On the Contact information screen, complete these details:
In the Company Name field, type your company name. It must match the company name in your Shippit account.
In the Contact Name field, type your full name.
In the Email address field, type the email address to use as a contact for this claim.
In the Phone number field, type the phone number to use as a contact for this claim.
Click Next to continue.
On the Claimant details screen, complete these details:
In the Claimant role field, select Sender.
In the What is your ABN field, type your Australian Business Number (ABN), if you have one. Otherwise, leave blank.
In the Are you registered for GST field, select Yes if you are registered to pay GST in Australia, or No if you are not.
Click Next to continue.
On the Consignment information screen, complete these details:
In the Consignment Number field, type the order reference number for the order. You can find this in the order details in your Shippit account. It must match the order number used in your Shippit account.
In the Claim type field, select Damaged if the order was damaged, or Lost in transit if the order has been lost.
In the Date of dispatch field, select the date that you sent the order. You can find this in the order details in your Shippit account.
In the Can any part of the shipment be salvaged field, select Yes if only part of the order is lost or damaged, or No if the entire order is lost or damaged.
In the Date of initial contact with Shippit regarding lost/damaged goods, select the date that you first contacted us about the claim. If this is the first thing you've done, select today's date.
Click Next to continue.
On the Sender details screen, complete these details:
In the Name field, type the name of the sender. This is usually your store name from your Shippit account.
In the Pickup address field, type the pickup address, and select the address from the list. This is usually the address of your store or warehouse.
Click Next to continue.
On the Receiver details screen, complete these details:
In the Name field, type the name of the order recipient. It should match the recipient details for the order in your Shippit account.
In the Email address field, type the email address for the order recipient.
In the Phone number field, type the phone number for the order recipient.
In the Delivery address field, type the order recipient's address, and select the address from the list.
Click Next to continue.
In the Claim information screen, complete these details:
In the Description of goods field, provide a description of the goods that were being shipped.
In the Nature of loss or damage field, describe the damage to the goods, or any information about the missing items.
In the Value of claim at retail value, type the retail value of the goods you are claiming for, and the cost of shipping those goods. Make sure you use the amount the goods were sold and shipped for, not the wholesale or any other value.
Click Next to continue.
In the Bank details screen, complete the details of the bank account you would like your claim to be paid to, if it is approved:
In the Bank name field, type the name of your financial institution.
In the Account name field, type the name on your bank account.
In the BSB number field, type the six-digit BSB number for your account. Do not include a hyphen or any other punctuation.
In the Bank account number field, type your account number.
In the Upload supporting documentation screen, upload any additional information you have for your claim. The documents you need might vary depending on the type of claim you are making, but can include the tax invoice for the goods, proof of delivery, or photographs of damage:
Select the document type, click Upload, and navigate to the file on your local system.
Click Preview to see a checklist of your claim process. When you have completed everything on the checklist, check the declaration, and click Submit to submit your claim.
What happens next?
Review: Our partner team at FreightSafe review your documentation, and reach out to you if they need further information.
Outcome: You typically receive an outcome notification within 5 business days of a claim form being completed, if you have provided all supporting documentation.
Payment: Successful claims are paid by electronic funds transfer to your nominated bank account within 5-14 business days.
Troubleshooting
This section contains information about some common issues you might encounter when making Transit Protection claims. If you can't find an answer to your question here, get in touch with us using the chat in your Shippit account.
My claim is missing documentation
Your claim cannot be processed without a valid tax invoice or required photos.
I can't upload files
Make sure that your files are in .png or .pdf format, and that they don't exceed maximum file size and dimensions.