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Lost and damaged parcels

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The maximum compensation amount in case of parcel damage or loss depends on insurance that you select at the time of booking.

All Sendparcel.com parcels (except Deutsche Post, USPS and Lietuvos paštas) have a standard insurance of €100 per shipment included. If your item is valuable/expensive, we recommend ordering additional insurance. When submitting a claim, you will need to provide proof of purchase documents proving the value of the shipment. If you submit only the sales documents of the shipment (invoice), Sendparcel can compensate up to 70% the sale price or market value of the damaged or lost shipment, but not more than EUR 499.

Standard and supplementary parcel insurance is not available for Deutsche Post, USPS and Lietuvos Pasts. In case of damage/loss of the parcel, reimbursement up to EUR 40 is possible for Deutsche Post services with tracking (no reimbursement is possible for Deutsche Post services without tracking) in accordance with the parcel regulations. In case of damage/loss of a parcel, the maximum compensation available for USPS Economy services is up to EUR 90. In case of damage/loss of the parcel, no compensation is available for Lithuanian Post services.

Ensure your items are not listed as Prohibited or No compensation. Otherwise, standard, and additional insurance will not be valid. You are putting yourself at risk by sending these items. 

Yes. If a parcel is delivered to you damaged, please sign for it and specify the fact of damage. If you mark that parcel was delivered in good condition, you will lose the right to claim for a refund and compensation. 
Packaging must be saved in case damaged items need to be examined along with it. Otherwise you may lose the right to claim compensation.
To file a claim (login to your „Sendparcel“ account and open the form found here) you must submit:
  • a photo of package and a description of it,
  • a photo of parcel’s contents,
  • a document on parcel damage, filled together with the driver (or its copy),
  • a proof of purchase (an invoice or a receipt) or other document (e.g. production cost estimate) indicating the value of parcel’s contents,
  • an official Repair center’s report, indicating the cost of item repair or that item is damaged beyond repair (in case of parcel damage).

„Sendparcel“ examines the customer's written claim regarding the loss, damage, etc. of the shipment and provides a written response to the claim at the address (including e-mail) specified by the applicant (customer) as soon as possible - no later than within 30 business days from the date of receipt of the written claim with all documents necessary for examining the claim and making a decision.

In exceptional cases, when the shipment was sent via LP EXPRESS or Deutsche Post, the examination of the claim may take up to 90 calendar days.

Only a person or a company that has ordered delivery service may file a claim and only this person/company is entitled to compensation. Customer must log in to their „Sendparcel“ account to submit a claim.
In case of parcel damage, claims must be filed within 8 business days from the date of parcel delivery. In case of parcel loss, claims must be filed within 8 business days from the estimated date of delivery. Claims filed later will not be considered.
Yes, there are some exceptions. For example, you will not be able to apply for compensation if you've sent No compensation or Prohibited items, or if you did not pack your parcel properly and this resulted in damaging of your shipment. For a full list of Prohibited and No compensation items, please visit our FAQ section.
Damaged items cannot be removed from the package until a claim is closed as this would automatically cancel it.
If full compensation has been paid out, contents of the parcel will not be returned. If parcel content’s repair costs have been paid out, you may get your item back. 

Please log in to your „Sendparcel“ account, open a claim form and attach following required documents:

  • a photo of package and a description of it,
  • a photo of parcel’s contents,
  • a document on parcel damage, filled together with the driver (or its copy),
  • a proof of purchase (an invoice or a receipt) or other document (e.g. an estimate of production costs) indicating the value of parcel’s contents,
  • an official Repair center’s report, indicating the cost of item repair or that item is damaged beyond repair (in case of parcel damage).

All services offered by Sendparcel.com (except Deutsche Post, USPS and Lietuvos paštas) offer the possibility to receive a compensation of up to EUR 100 in case of loss/damage of the parcel. If the parcel is valuable, we recommend that you take out additional insurance at the time of booking the service. The cost of the service is 2% of the sum insured, but not less than EUR 11.60 (+ VAT if applicable). The value of the optional insurance cannot exceed the declared value of the shipment.

Standard and supplementary insurance is not valid for Deutsche Post, USPS and Lithuanian Post. In case of damage/loss of the parcel, reimbursement of up to EUR 40 is possible for Deutsche Post services with tracking (no reimbursement is possible for Deutsche Post services without tracking), in accordance with the parcel regulations. In case of damage/loss of a parcel, the maximum compensation available for USPS Economy services is up to EUR 90. In case of damage/loss of the parcel, compensation of up to 40 EUR is available for signed services of the Lithuanian Post. No compensation is available for Lithuanian Post services with tracking.

Ensure your items are not listed as Prohibited or No compensation. Otherwise, standard, and additional insurance will not be valid.