Damaged Goods or Lost Items Policy
How We Handle Damaged or Lost Shipments
At Elite Global Freight, we are committed to ensuring the safe and secure delivery of your shipments. However, in the rare instance that goods are damaged or lost during transit, we have a comprehensive process to address the issue efficiently.
How to File a Claim
If your goods are damaged or lost, please follow these steps to file a claim:
Report the Issue: Contact our customer support team within 24 hours of receiving the shipment (or realizing the shipment is lost). Provide your tracking number, shipping details, and a clear description of the issue.
Submit Documentation: For damaged goods, we require photos of the damage, a description of the condition upon delivery, and a copy of the invoice. For lost items, provide shipment details, and proof of dispatch, and any relevant documentation to assist with the investigation.
Evaluation Process: Once we receive your claim and documentation, our team will evaluate the case. This may involve coordinating with third-party carriers or insurers. We aim to resolve claims as swiftly as possible, typically within 7-14 business days.
Resolution: Depending on the outcome, you may be eligible for compensation or replacement. We work with you to provide a satisfactory solution, whether it’s reimbursement, re-shipment, or another arrangement.
What You Need to Know
Time Frame: Claims for damaged goods must be submitted within 24 hours of delivery. Lost item claims should be filed within 7 days of the estimated delivery date.
Insurance: We strongly encourage insuring high-value shipments. For shipments covered by insurance, compensation will align with the agreed insurance policy.
Exceptions: We are not responsible for items that were inadequately packaged by the sender or delays caused by customs or unforeseen natural events.
FAQs on Damaged or Lost Shipments
Contact us immediately with photos and relevant details. Our team will guide you through the claims process.
Claims are typically processed within 7-14 business days after all documentation is submitted.
If the claim is approved, compensation will be provided based on the value of the shipment and any insurance coverage.
Contact Us for Assistance
We’re here to help! If you have any questions or need assistance with a claim, contact our dedicated support team at shipment@eliteglobalfreight.com At Elite Global Freight, we value your trust and are committed to resolving any issues swiftly and transparently.