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Sendle Cover and Extra Cover Policy outline

Getting your parcel delivered safely is our favourite thing to do. However, we know that sometimes things don’t quite go to plan. That’s why we have the Sendle cover policy for lost or damaged parcels

Every order has free cover up to $100 for Standard and Premium accounts and up to $300 for Pro accounts (including GST). And if your item has a higher value, you can purchase Sendle Extra Cover for parcels valued up to $1,500 – more info about this is under ‘Sendle Extra Cover’ below. 

Sendle Cover Policy outline

  • Sendle includes cover for loss or damage on all eligible parcels whether domestic or international for no extra charge.
  • Sendle will cover the cost of the lost or damaged item up to $300 for Sendle Pro accounts and up to $100 for Sendle Standard and Premium accounts  (including GST), as well as the cost of delivery.
  • To make a claim, you must be a Sendle customer and have created the delivery order from your account (you cannot claim cover as the recipient of a parcel if you did not create the order).

Claiming requirements for Sendle Cover:

  1. Your parcel does not contain any goods listed here.
  2. The parcel has been lost or damaged in transit: that is, it was lost or damaged after it was scanned as picked up, and before it was scanned as delivered.
  3.  The parcel has been declared as lost or damaged by the Sendle team.
  4.  If your parcel was lost, you must have made the initial enquiry no more than 20 business days since the last date in the delivery ETA range.
  5. You must claim within 10 business days from the time our support team sends you an email notifying you of cover eligibility for lost parcels.
  6. If your parcel was damaged, you must lodge a claim within 10 days of the parcel being delivered.
  7. Documents proving the value of the item and photo evidence of the damage, packaging and label for damaged parcels. 
  8. The amount we can pay you as part of a claim settlement may be altered if you have third-party insurance on top of Sendle Cover.
  9.  You cannot claim cover if your parcel is also covered by a third-party cover provider and have already filed a claim with them. 

 Sendle Extra Cover Policy outline

  • As mentioned above, Sendle automatically includes cover for loss or damage on all eligible parcels whether domestic or international for no extra charge up to $300 for Sendle Pro accounts and up to $100 for Sendle Standard and Premium accounts (including GST), as well as the cost of delivery.
  • If you’re sending something of a higher value, you can purchase Extra Cover. Here are the Extra Cover Terms and Conditions
  • Extra Cover can be purchased for $1.95 for each additional $100 of cover up to a maximum covered value of $1,500.
  • To make a claim, you must be a Sendle customer and have created the delivery order from your account (you cannot claim cover as the recipient of a parcel if you did not create the order).

How much is Extra Cover?

Extra Cover can be purchased for $1.95 for each additional $100 of cover up to a maximum covered value of $1,500. (Remember, every Sendle order already has free cover up to $100 for Standard and Premium accounts and up to $300 for Pro accounts, including GST).

For example: If you have a Standard or Premium account and you’d like to cover your parcel for $250, it will cost you $3.90 in Extra Cover.

But we won’t complicate things here too much (math is hard)! The Extra Cover amount will automatically calculate when you create your Sendle order. 

How to add Extra Cover to your order

It's super easy to purchase extra cover: it's simply an additional step in the order process when you book a parcel for delivery from your Sendle dashboard.

All you need to do is add in the value you'd like to cover the parcel for after you fill in the parcel's booking details. 

The amount will be displayed to the right of the covered value field:

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Claiming requirements for Extra Cover:

  1. Your parcel does not contain any goods listed here.
  2. The parcel has been lost or damaged in transit: that is, it was lost or damaged after it was scanned as picked up, and before it was scanned as delivered.
  3. The parcel has been declared as lost or damaged by the Sendle team.
  4.  If your parcel was lost, you must have made the initial enquiry no more than 20 business days since the last date in the delivery ETA range.
  5. You must claim within 10 business days from the time our support team sends you an email notifying you of cover eligibility for lost parcels.
  6. If your parcel was damaged, you must lodge a claim within 10 business days of the parcel being delivered.
  7. Documents proving the value of the item and photo evidence of the damage, packaging and label for damaged parcels. 
  8. The amount we can pay you as part of a claim settlement may be altered if you have third-party insurance on top of Sendle Cover.

How to claim Sendle Cover and Extra Cover

We’ve made it really simple to claim cover directly from your Sendle dashboard – saving you time so you can get back to what you do best! 

We’ve stepped out the process in two separate articles:

See also

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If something goes wrong with your delivery or you need to make a change to your order, use the Sendle Toolbox on the parcel tracking page.

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