FAQ

The maximum compensation in the event of shipment damage or loss depends on the selected service and the type of insurance chosen during the order process. Most services offered by Sendparcel include standard insurance up to a specified limit. If you are sending a more expensive or valuable shipment, we recommend choosing additional insurance during the order process, which can insure the shipment up to its full declared value. 

Additional insurance is especially relevant when more valuable goods are being shipped and standard compensation may not be sufficient. The selected insurance amount cannot exceed the declared shipment value. 

When submitting a claim, it is necessary to provide documents proving the value of the shipment, such as purchase documents or an estimate of production costs. It is also important to know that no insurance applies when prohibited or non-compensable items are shipped, so in such cases the sender assumes all risk. 

As insurance terms, exceptions, and possible compensation may vary depending on the carrier and the type of service, we recommend checking the latest information in the terms and conditions before placing an order. 

Yes. If you see at the time of receipt that the shipment packaging is damaged, when signing you must clearly note that the shipment was received damaged. It is very important not to confirm that the shipment was received in good condition if the packaging or contents appear damaged. Otherwise, you may lose the right to submit a claim and receive compensation. 

If possible, we recommend taking photos of the damage immediately and keeping the packaging. 

Yes. If the contents of the shipment were damaged during delivery, the packaging must be kept. The packaging may be needed during the claim review process when it is assessed how the shipment was packed and what type of damage occurred. If you do not keep the packaging, you may lose the right to compensation. 

If possible, we also recommend taking photos of the packaging and the damaged contents. 

To submit a claim, you first need to log in to your Sendparcel account and complete the claim form. 

When filling in the claim, it is necessary to provide a document proving the value of the shipment contents - a purchase document or another document supporting the value, such as an estimate of production costs. A sales invoice alone is not sufficient for this. 

We also recommend providing additional information that may help assess the situation more quickly and accurately: 

The more accurate information and supporting documents you provide, the more smoothly the claim will be reviewed. 

A claim may only be submitted by the person or company that ordered the shipment delivery service through Sendparcel. 

Compensation, if applicable, may only be refunded to the ordering party. To submit a claim, you must log in to your Sendparcel account and complete the claim form. 

The deadline for submitting a claim depends on the selected courier and the type of service. In the event of shipment loss, damage, delay, or other delivery-related issues, the claim must be submitted within the specified period. Late claims may be rejected. 

As claim deadlines and conditions may change depending on the courier or service type and may be updated periodically, we always recommend checking the latest information on the claims page before submitting a claim. 

Yes, in certain cases a claim may not be accepted, or compensation may not apply. This most often applies when prohibited or non-compensable items are shipped, as well as when the shipment was damaged due to improper or insufficient packaging.  

Before shipping, we recommend checking the list of prohibited and non-compensable items as well as the packaging requirements, as in such cases responsibility may fall on the sender.