If you have purchased your shipment through Shipmondo's freight agreement, and if your package has been either lost or damaged during transport, read on to find more info about how to create a claim.
The claim should be made to Shipmondo's customer service. Send the documentation below to support@shipmondo.com.
Note! If you are not a customer of Shipmondo and the shipment has not been purchased through Shipmondo's freight agreement, contact the carrier directly instead.
Lost package
In case of loss:
Shipment number (T&T No.)
Description of the contents of the package
Description of the outer packing and the looks of the package (e.g. logo, tape, print etc.)
A copy of the sales invoice for the contents of the package
A copy of the purchase invoice for the contents of the package (showing purchase price excl. VAT)
A copy of the signed handover receipt for the package if available
Note! The claim must take place no later than 60 days after the first scan at UPS.
Damaged package
In case of damage or missing contents:
Shipment number (T&T No.)
Description of the damaged goods
A photo of the inner and outer packaging as well as of the damaged goods
Are there any goods in the package that are not damaged?
A copy of the sales invoice for the contents of the package
A copy of the purchase invoice for the contents of the package (showing purchase price excl. VAT)
Note! Damaged parcel, its contents or packaging must not be thrown out until the claim has been resolved. The claim must take place within 15 days from the receipt of the shipment.
UPS needs photos of both the interior and exterior of the package as well as the damaged items in order to be able to assess the scope of the damage. If UPS deems it necessary, the package can be taken back to the sorting hub for further assessment. The package must therefore be ready for pick up in original packing and with original content at the receiver's address. It's forbidden to let any other carrier transport the package until the claim has been settled.
If the claim is resolved in your favor, compensation for your package will be issued to to Shipmondo who afterwards will transfer the payment to you.
If the package is found
If the package is found after the compensation settlement has taken place, the shipment will be returned to the sender and UPS reserves the the right to withdraw the compensation.
This withdrawal will happen through your Shipmondo account.