Claims & Investigation Requests
If something goes wrong with your shipment — total loss, missed delivery, or damage — here's how to report it, what to expect, and when you'll get a written response.
3-step claim process
Submit your request
Send us shipment number, date, contents, photos and a description of the issue. Use this form, WhatsApp, or call.
Investigation
We review tracking, manifests, consolidator records, and the local carrier. We keep you informed throughout.
Written resolution
We email you the conclusion: findings, decision, and (if applicable) the reimbursement amount under our coverage policy.
Response times
2 business days
5 – 15 business days
Delivered in writing
Claims must be filed within 30 calendar days of delivery (or expected delivery).
Important coverage notices
Colombia courier — limited coverage
Courier shipments to Colombia may qualify for limited coverage up to USD $200, applicable only to confirmed total loss of the shipment.
Commercial freight — no insurance by default
Commercial freight shipments are not insured unless a separate written agreement is signed before dispatch.
Fragile items — at sender risk
Glass, screens, portable electronics, instruments, and other fragile items travel at sender risk and are excluded from any claim.
Coverage applies to confirmed loss only
Coverage applies only when loss is documented and confirmed. It does not cover delays, customs holds, partial damage, or cosmetic damage.
Full coverage, exclusions, and eligibility details are in Shipping Terms and on our Licenses & Coverage page.
File a claim
Fill in the form with your shipment number, date, and a detailed description. Or reach us directly: