Loss and Damage Guidelines
Tracking your item
If you need to query the delivery status of your consignment, you can confirm via track and trace, or call your local branch. Remember to have your ticket or pack number ready.
Note that we have no facility to trace a missing contract bag, therefore it is imperative that you ensure the address label is clear and has been turned over to show the receivers address before it is collected.
Missing or damaged items
Phone our customer service centre and tell the representative the following:
- The ticket number for your consignment
- Receiver details
- Details of the contents, packaging and value of item
If an item is missing, we will provide you with regular progress reports until the item is located.
In the unlikely event that your item cannot be located, you are entitled to submit a claim for the cost price of the goods provided that notification has been received within 7 days of delivery for damage and 14 days of despatch for loss.
How to Make A Claim
The Loss Claims Process
Once we have been informed that a consignment has not been delivered, a POD will be undertaken, followed by a national depot search. If the consignment has not been found, and you have notified us within the valid timeframe, the query will be forwarded to the Claims Department. You must notify us of a potential loss claim within 14 days of the despatch of the item.
The Damage Claims Process
Once we have been informed that a consignment has been damaged, the goods will be collected from your customer and we will asses if the goods are salvageable or can be repaired. If the goods are salvageable / repairable, they will be returned to you for assessment. Once this has been completed, the query will be sent to the Claims Department. You must notify us of a potential damage claim within 7 days of the delivery of the item.
The Claims Process
Once a query has been received by the claims department, a letter will be sent asking you to supply us with the following information:
- A copy of the invoice the goods travelled on
- An invoice to Post Haste charging us the cost price replacement for the goods on claim
- If the value of the consignment is over $250, the intended recipient of the goods will be required to sign a Statutory Declaration
Please note that all claims will be assessed in accordance with our conditions of carriage.