This article will help you understand how to make a claim if your parcel has been lost in transit. Before we get into the nitty-gritty, please check that your parcel is covered by Sendle’s Cover Policy. This will make sure there aren’t any hiccups.
You can make a claim if:
- The contents of your parcel are covered by Sendle’s Cover Policy.
- The parcel was lost in transit: that is, it was lost after it was scanned as picked up and before it was scanned as delivered.
- It has been no more than 20 business days since the last date in the delivery ETA range.
How much can you claim?
Sendle will cover the cost of replacing lost goods up to the policy limit of CAD$100 for customers on all plans, as well as the cost of delivery.
How do you make a claim?
Following an investigation, if your parcel still cannot be found, our support team will contact you if you’re eligible for liability.
From there, you will:
- Click on the claim button in your dashboard—this will take you to the claims form
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You will need to supply:
- Details of the contents of the parcel
- Proof of the value of the parcel (see below), and
- Your bank details before hitting submit
This is important: If the button is disabled, it's now past the eligible claiming period. If you don't see the 'Make a claim' option in your order, it also means the parcel isn't eligible for cover.
What can be submitted as proof of value?
Cost Price
- Purchase receipt
- Invoice/s of materials used to manufacture the item
- Cost invoice (If the item is not sold)
- Statutory declaration (duly signed by an approved witness)
Sales Price
- Sales receipt/invoice
- Proof of payment
- PayPal or bank transfer confirmation
- Statutory declaration (duly signed by an approved witness)
How long does a claim take?
- You’ll hear back from our support team within 5 business days
- If the claim is accepted, the funds will be in your account within 10-30 business days