Making a claim

Please note: Before making a claim, a query must first be lodged for the item in question.

• Missing or Lost Items:
  
  Queries must be submitted within 14 days of dispatch.
• Damaged Items:
  
  Queries must be submitted within 7 days of delivery.

Claims Process: Lost or Damaged Parcels

We understand how important it is that your parcels arrive safely and on time. While we handle each item with care, occasionally things can go wrong. This guide provides an overview of the process for submitting a claim if your parcel is lost or damaged in transit.

Note: This article is intended as a general guide and does not outline every individual step. For full details, please refer to our Terms and conditions of carriage

What You Need to Know Before Making a Claim

We know how frustrating it can be when a parcel goes missing or arrives damaged. To help things run smoothly, here’s what you need to keep in mind before making a claim.

First things first — before you make a claim, you’ll need to lodge a query with us about the issue. For missing or lost items, this query needs to be made within 14 days of dispatch. For damaged items, it’s a bit tighter — within 7 days of delivery. If you miss these windows, unfortunately, we won’t be able to accept your claim.

When you do make your claim, please make sure to include your courier ticket number (that tracking code you get when sending). This helps us find your parcel quickly. Without it, we can’t trace the item, and your claim will likely be declined.

Also, only the person who sent the parcel can make the claim — we can’t take claims from the receiver.

Claims are capped at $2,000 for most services (and $500 if you’re using 'Pass the Parcel'). Even if your item is worth more, that’s the maximum we can cover.

If your claim is for something second-hand, we’ll cover the depreciated value — basically what it’s worth now, not what it cost new.

Finally, packaging matters! If your item is damaged and we find the packaging wasn’t strong enough, the claim will be declined. So, make sure to check out our packaging guidelines to keep your parcel safe.

Items We Can’t Accept Claims On

To keep things safe and smooth, there are some items we can’t accept claims for if something happens during delivery. These are listed in our Prohibited Items under our Conditions of Carriage, and they shouldn’t be sent through our network in the first place.

Here are some of the main ones you need to know about:

• Bullion, cash, and coins
• Dangerous goods
• Negotiable instruments, like vouchers
• Perishable items
• Securities or bearer securities
• Credit cards, uncrossed cheques, traveller’s cheques
• Fragile goods, especially glass
• Passports
• Second-hand car parts
• Items longer than 1.8 meters
• Antiques, paintings, or any kind of artwork
• Precious stones and jewellery
• Stocks and bonds

If any of these items are sent, please understand that we won’t be able to accept claims if they go missing or get damaged.

How to Make a Claim

If your parcel is missing or lost:

1. Lodge a query with us within 14 days of dispatch to report the missing parcel.
2. We will keep you updated regularly on the progress of our investigation.
3. If the parcel cannot be located, you will be asked to complete a Claim Form.

 

If your parcel arrived damaged:

1. Lodge a query with us within 7 days of delivery to report the damage.
2. We will arrange for the parcel to be returned to the Post Haste branch it was sent from.
3. We must inspect the parcel and the original packaging. If we cannot inspect both, the claim may be declined.
4. The parcel must be returned directly from the receiver so we can assess how the damage occurred.
5. If the goods are salvageable or repairable, they will be returned to you for assessment.
6. Once assessed, the claim will be passed to our Claims Department to begin processing.
7. Complete and submit the Claim Form to your nearest branch.

Completing a Claims Form

To make sure your claim is processed quickly, please follow these steps when filling out the claim form:

1. Include your Query number
   
   This is the number you received from Customer Services or when you lodged your online query. It’s essential for processing your claim.
2. Provide clear and complete information
   
   Fill in all required fields fully—do not leave blanks or write “N/A.” Incomplete forms may delay your claim.
3. Sign and date the form
   
   Don’t forget to add your signature and the date before submitting.
4. Attach supporting documents
• A copy of the original invoice you gave to your client for the items.
• A tax invoice charging Post Haste Group the price it cost you to acquire or produce the items.
• A copy of the original invoice from your supplier for the missing or damaged items.
• Any other proof of purchase, such as receipts, bank statements, original packaging, manuals, or photos.
  

 

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