What should I do if a parcel arrives damaged?

Photograph the damage and the packaging without discarding it, then contact support with your tracking number.

Returns and Claims

If something goes wrong with a shipment — damage, delay, or loss — we investigate and offer a resolution.

A claim is filed against the tracking number. We pull the photo record and status history to determine where the issue occurred.

Once damage or loss is confirmed, an insurance payout is made within the shipment’s declared value.

File a request with the tracking number and a description.

up to 1 day

We pull the photo record and status history.

up to 5 days

We prepare a report and, where applicable, issue a payout.

up to 10 days