Damaged or Lost In Transit

Sorting out Damaged or Lost Goods

 

Whilst our Approved Carriers do their best to ensure safe transit of your goods, sometimes things don't go to plan and in extraordinary circumstances, breakages can occur during transit.

We hate these situations as much as you do, but we are here to help you.

Every item you send via Shippit is covered under the terms of carriage stipulated by the allocated carrier, this is agreed to at the time of booking.

Please note that Shippit is not held liable for the loss or damage of goods in transit, this is where courier insurance kicks in.

Our job here at Shippit is to help you resolve these situations as swiftly as possible, maximising the outcome on your behalf where we can.

Important notes:

  • Most carriers have a time limit when submitting claims so it's essential you contact us immediately if something goes wrong
  • Insurance only covers the wholesale value of goods (not inc GST and freight)
  • The courier may charge an excess fee to process the claim (this is deducted from your total refund)
  • If damaged - take pictures and keep hold of the goods as the driver may need to return to inspect the damaged goods
  • The courier require your wholesale and tax invoice to process the claim, please have these on hand when submitting your claim

 


Insurance Coverage Explained: 

Each of our partnered carriers has their own terms of carriage which you agree to at the time of booking. Not all carriers provide ‘complimentary insurance’ coverage. 

In case something has gone wrong, feel free to contact Shippit for further advice. 

Couriers Please

  • Couriers Please offer complimentary insurance for the cost of goods up to $1000, less excess.
  • A $100 excess fee applies to all claims, payable by the sender (yourself). If the cost of goods are not more than the value of $100, a claim cannot be submitted.
  • Claims must be made within 7 days of delivery ETA or could be denied by the insurance team.
  • Insurance only covers the cost of goods (wholesale value). This does not include GST and/or freight during production/manufacturing.
  • A valid wholesale invoice must be supplied.
  • A valid tax invoice must be supplied to show retail value.
  • Photographic evidence is required for damaged goods and these goods must be available for inspection by the driver as they may return to evaluate the damage.
  • The courier reserve the right to offer payment for repair if applicable rather than reimbursement for the full cost of goods.
  • All claims are processed in full between Couriers Please and the sender (yourself).

Fastway

  • Offer complimentary insurance for the cost of goods up to $1500.
  • No excess fee applies to claims.
  • Damaged Goods - 24-48 hours from delivery date.
  • Non-delivery of Goods - 30 days from the date the Carrier receives the Goods.
  • Insurance only covers the cost of goods (wholesale value). This does not include GST and/or freight during production/manufacturing.
  • A valid wholesale invoice must be supplied.
  • A valid tax invoice must be supplied to show retail value.
  • Photographic evidence is required for damaged goods and these goods must be available for inspection by the driver as they may return to evaluate damage.
  • The courier reserve the right to offer payment for repair if applicable rather than reimbursement for the full cost of goods.
  • All claims are processed in full between Fastway and the sender (yourself).

TNT

  • Do not currently offer complimentary insurance coverage. 

DHL Express and International

  • Services do not currently offer complimentary insurance coverage. 

DHL E-commerce (byo)

  • Offer limited insurance coverage, see t&c’s below.
  • 2kg Packet untracked no insurance
  • 2kg packet plus maximum insurance AUD $50.00
  • International Parcel (up to 20kgs) Maximum insurance AUD $50.00
  • Postal Compensation for loss or damage of item is based on the declared value, up to a maximum of $50.00 (AUD);
  • All requests for compensation must be accompanied by shipment details such as tracking number, recipient name, recipient address, date of posting, nature of item and its declared value
  • Requests for compensation can only be sent after at least 18 days; and within 90 days, from the date of posting. Processing time is approximately 10 weeks from the date of request for compensation being received by DHL eCommerce

Australia Post and Startrack (byo)

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