Knowledge Base

Do I need to keep the packaging?

In category Damage and Claims

In the event that your item is damaged, you are required to keep the packaging and the parcel's contents intact and in the condition they were in when received. Photographs of the packaging may also …

What documentation is required for a claim?

In category Damage and Claims

To start a claim, you will need to contact the customer service team first. In the event of damage, you generally need the following: …

Who can start a Claim?

In category Damage and Claims

Only the registered sender is eligible to start a claim. This means the person or a representative of the business that placed the booking and paid for the order.

How much time do I have to submit a loss or damage claim?

In category Damage and Claims

In the event that your parcel is declared lost in transit, you have 28 days to submit a claim. For damaged items, you have a maximum of 10 days after receipt to submit your claim. Our Carriers …

How long does it take to process a claim?

In category Damage and Claims

The processing time for a claim can vary based on the complexity of the claim and the specific circumstances. Generally, we allow 28 working days for a claim to be reviewed and resolved. It's …

What should I do if my parcel is damaged?

In category Damage and Claims

If your parcel is damaged, follow these steps: Take Photos: Capture images of the damaged item and packaging. Keep the …

What would make my claim void?

In category Damage and Claims

Incorrect Packaging: If the item wasn’t according to our guidelines. Prohibited Items: If the item is restricted or prohibited.

How can I prevent damage and/or loss?

In category Damage and Claims

To prevent damage and loss of your parcels, follow these best practices: Proper Packaging: Ensure the freight is packaged in accordance …

What compensation is available for lost parcels?

In category Damage and Claims

Compensation for lost parcels depends on the courier service and the level of coverage selected during booking. Most services provide basic compensation for lost parcels, typically up to a …

What are some of the reasons why parcels get lost in transit?

In category Damage and Claims

Parcels can get lost in transit for several reasons, including: Incorrect Address: Errors in the delivery address can lead to …

What are some of the reasons why parcels get damaged in transit?

In category Damage and Claims

Parcels can get damaged in transit due to: Insufficient Packaging: Weak or improper packaging materials may not protect the items. …

Do I sign for my goods if they are damaged?

In category Damage and Claims

If your goods are damaged upon delivery, it's important to note the damage when signing for the package. You should clearly indicate that the items are damaged on the delivery receipt. This …

How do I claim for a damaged or lost parcel?

In category Damage and Claims

To claim for a damaged or lost parcel with Interparcel, you must follow these steps: Contact