Whilst it is rare for an item to be lost or damaged in transit (actually less than 1%) it can be especially frustrating when it happens. Our Enhanced Transit Warranty is designed to provide you with a level of security giving you peace of mind. Managed in-house, we’re in full control of every claim allowing us to compensate for such disappointments quickly and easily.
We've put together the below guide showing you the benefits of our Enhanced Transit Warranty and how to make it work for you.
Do I need Enhanced Transit Warranty?
Interparcel offer a wide range of services operated by top-rated courier companies, but keep in mind that no matter how reliable a courier company is, there is still a rare chance of a valuable item getting lost or damaged in transit.
Most of our parcel delivery options include free transit warranty up to the value of $100 however, this does exclude some services. Our website will show you if standard transit warranty is included.
If your parcel is worth more than $100, for a small fee, you can easily purchase Interparcel’s Enhanced Transit Warranty during the booking process. Selected services will allow you to cover an item for up to $2,000. Be sure to check our Prohibited & Restricted items list to confirm that firstly, your items are permitted to be sent via our network and secondly, that the item is covered by transit cover.
Is saving a couple of dollars’ worth the risk? Without any cover, you could end up losing a significant amount of money so we strongly suggest that you consider covering the full value of what you’re sending.
What happens if my parcel is damaged?
So you’ve just been told your goods arrived damaged; it’s not what you want to hear, and it's also rare, but unfortunately it happens. Don’t worry, we’re here to take the pain out of the process and resolve it as quickly and easily as possible. It's important to contact us straight away and most definitely within 28 days as we may need to contact the courier company for records.
The receiver of the goods will need to provide you with photographs of the damaged item and the internal and external packaging materials used. It’s important for us to see that the goods were sufficiently protected in transit in order to establish that damage occurred through fault in the courier network.
You will also need to provide proof of purchase in form of a receipt or invoice showing the replacement value of the item to substantiate the claim amount. If the item is repairable, then a repair report or quote will replace the proof of purchase.
The recipient must keep the damaged item in its original packaging at the nominated delivery address in case an inspection is necessary – we cannot process a claim if an inspection is required and the goods have not been kept. We appreciate it can be a hassle having to keep the goods whilst the claim is in process, but we’ll try our best to let you know whether an inspection is necessary as soon as we can. Remember; the better the photographs, the less likely we’ll need to physically inspect the item.
What happens if my parcel is lost?
If your item is not delivered within the estimated delivery dates, please contact our customer service team so that we can assist you to track your parcel’s status. It is likely the goods have been delayed in transit so we’ll help to fix any issue and get the parcel on its way to the receiver.
In the rare event that the parcel cannot be located after an extensive search of the network and it is deemed lost in transit by the courier, one of our customer service team members will reach out to you to initiate the claims process.
A proof of purchase is required to reflect the value of the item. The sooner we receive this, the sooner we'll complete the claim and you'll receive payment. Don’t forget, this applies to selected services only.
Most parcels will be handled by couriers, machinery or conveyor belts (or potentially be stacked with heavier items on top) so your packaging is important. We recommend items be packaged in a strong and durable (double-walled) cardboard box of the right size. Cardboard boxes will be expected to adequately support the weight of the entire contents of each parcel. Individual items should be securely wrapped in cushioning materials and surrounded by internal padding. We have put together some Packaging Guidelines for more information; not only will it tell you what you should do, but also what you shouldn’t.
If possible, take some pictures of your packaged goods before you seal the box so that you can show that your item was packaged according to our guidelines.
What is the difference between a prohibited item and a restricted item?
Prohibited items will not be handled by our service providers and should not travel through the network. You will not be eligible for a claim if a prohibited item has been sent. Similarly, restricted items are not widely recommended for transport with standard courier services and therefore are only covered for loss.
We have a complete list of Prohibited and Restricted Items on our website, always check that the item you are sending is not listed so you know that transit cover will be valid in the rare event you need to claim against it.
In conclusion, should I cover my goods in transit?
In short, yes! For a few extra dollars, the peace of mind it gives you really is worth the price.