Lost & Damaged Goods, Claims Info & Procedures

At ARC Logistics & cargo® we take lost and damaged parcels very seriously. We understand it can be an extremely distressing or frustrating experience when goods are lost or damaged so our commitment to secure delivery begins with prevention. That's why we only use the worlds' best courier services with the most trusted and reliable delivery networks.

Unfortunately in our industry, even with the best carriers, problems do occur. ARC Logistics & cargo® does everything we can to assist customers who wish to make a claim. The process of raising a claim with the delivery courier who transported the goods takes time as there are specific steps and processes we have to follow. To help us help you, it's really important that you follow the claims procedures outlined below.

Claims Information

You will be able to submit a compensation claim if the contents of your parcel have been damaged in transit, as long as you follow our claims procedure and fulfil our claims criteria as outlined below. When you submit a claimARC logistics & cargo® will pursue this claim with the delivery courier on your behalf.

ARC logistics & cargo claims procedures have been created to give us the best possible chance to successfully obtain compensation for you.

Claims Criteria

Every carrier has specific criteria and terms. Our claims criteria is legally binding and must be complied with in order for ARC Logistics & cargo® to process a claim:

  • Your goods must be packaged in accordance with ARC Logistics & cargo's Packaging Criteria.
  • All claims must be made in writing, and submitted by email or post, within 14 days of the delivery date.
  • You must include photographic evidence of the damage caused, to both the packaging and goods inside, with your completed claim document. After reviewing your photographic evidence, we may need to arrange a damage inspection.
  • The damaged goods must not be moved from the delivery address or removed from their packaging. You must always leave the damaged goods in their original packaging ready for the carrier to collect and conduct their damage inspection. If you transport the goods to any other location, unpack the contents or remove any part of the packaging, it may invalidate your claim as it becomes difficult for us to prove to the delivery courier that the damage occurred before the delivery was made.

Our Claim Liability for Damaged Goods

If you have purchased enhanced cover for your shipment, you will be entitled to claim up to the full value of the cover you requested. However you will still have to provide evidence that the repair or replacement cost of the goods is as per the value of the cover you purchased. If you have not purchased enhanced cover, you will be refunded in accordance with our Limits of Liability. This normally entitles you to £50 compensation per shipment.

Enhanced Cover Conditions & Exceptions

You will be able to claim for the full enhanced cover value of your parcel as long as you have complied with our claims criteria outlined above. You will not be able to claim up to the full enhanced cover value if:

  1. If the replacement cost of your goods is lower than the value of enhanced cover you took out.
  2. If the goods are repairable, and the repair cost is less than the replacement cost claimed.

Reasons a Damage Claim Can be Rejected

The primary cause of damage is insufficient packaging. You must always consider your parcel's pending journey when you prepare your shipment for transportation. All parcels, especially international parcels, are handled, loaded and offloaded several times during transit, including off vans, flights, conveyor belts, x-ray machines and customs inspection tables. In addition, your parcel will be stacked onto other parcels, and it will also have other parcels stacked on top of it. This is why it's important that you package your goods in accordance with our Packaging Criteria. Your claim is likely to be rejected if:

Checkboxes

01. There is no external damage to the packaging, but the contents inside are damaged. This points to the fact that the goods were not sufficiently protected inside the box.

02. The goods inside were not sufficiently cushioned and suspended inside the box to prevent movement and protect against external impact during transit.

03. If the weight of your contents were too heavy for the size of the box, or the type of box used.

04. The joins and openings of the parcel were not sufficiently secured for transit by suitable amounts of packaging tape, and as a result the walls of the box have collapsed, or the parcel has burst open during transit.

05. You do not submit your claim request within 14 calendar days of receiving the damaged items.

06. You fail to sign for your parcel as received 'damaged' upon delivery or as 'unchecked'.

07. Your goods are on our Compensation Exclusion list. ARC Logistics & cargo® makes every effort to advise our customers of items that are excluded from compensation prior to them booking and also prompts all customers upon checkout to confirm they have read and agree to these terms of exclusion as per the following screenshot:

Claims for Damaged Goods – Timeline and Summary

Notify us of your damage claim Deadline – 14 calendar days You must notify us of any damage, and submit images and supporting documentation within 14 days of delivery.
Review of your damage claim evidence Lead time – 7 calendar days We will review your evidence within 7 days.
Arranging & conducting a damage inspection Lead time – 14 calendar days After reviewing your images, we may need to arrange a physical damage inspection. It will take no more than 14 days to arrange the collection, inspect the damage and return your goods.
Return the completed claim form Deadline – 7 calendar days. Once we issue the claim form, you must return it to us within 5 days.
Processing your claim form and issuing payment Lead time – 14 calendar days Once we have completed the damage inspection and approved your claim, we will issue you a claim form. Once you return this form to us, we will process your claim and issue payment within 14 days.