Getting your parcel delivered safely is our favourite thing to do. However, we know that sometimes things don’t quite go to plan. That’s why we have the Sendle cover policy for lost or damaged parcels.
Every order* has free cover up to $100 for Standard and Premium accounts and up to $300 for Pro accounts (including GST). And if your item has a higher value, you can purchase Sendle Extra Cover for parcels valued up to $1,500 – more info about this is under ‘Sendle Extra Cover’ below.
*there is one exception – 250g parcels booked through eBay are not eligible for Sendle cover.
Sendle Cover Policy outline
- Sendle includes cover for loss or damage on all eligible parcels whether domestic or international for no extra charge.
- Sendle will cover the cost of the lost or damaged item up to $300 for Sendle Pro accounts and up to $100 for Sendle Standard and Premium accounts (including GST), as well as the cost of delivery.
- To make a claim, you must be a Sendle customer in good standing and have created the delivery order from your account (you cannot claim cover as the recipient of a parcel if you did not create the order).
- Customers claiming for damaged parcels are only eligible to claim after 25 May 2020, when the updated Sendle Cover Policy came into effect.
This Sendle Cover Policy is supplementary to the Standard Sendle Terms and Conditions and to the extent that any aspect of Sendle Cover is not expressly included herein, the Standard Terms and Conditions apply.
Claiming requirements for Sendle Cover and Extra Cover:
1. Your parcel does not contain any prohibited or dangerous goods, or fall under 'owner's risk' (listed here).
2. Your parcel is not a 250g parcel booked through eBay.
3. The parcel has been lost or damaged in transit: that is, it was lost or damaged after it was scanned as picked up, and before it was scanned as delivered.
4. The parcel has been declared as lost or damaged by the Sendle team.
"Lost" means the parcel was unable to be found or located after an investigation by Sendle. This includes circumstances where Sendle reasonably believes that the parcel has been lost in transit and is declared as lost by the Sendle Team. “Damaged” means the contents of the parcel has been materially impaired with respect to its value or function during delivery by Sendle or any subsequent authorised carrier of the parcel.
5. If your parcel was lost, you must have made the initial enquiry no more than 20 business days since the last date in the delivery ETA range.
6. You must claim within 10 business days from the time our support team sends you an email notifying you of cover eligibility for lost parcels.
7. A claim for a parcel that has been lost must contain documents proving the value of the parcel contents, and evidence of adequate packaging and proper labelling.
8. If your parcel was damaged, you must lodge a claim within 10 business days of the parcel being delivered.
9. A claim for a parcel that has been damaged must contain documents proving the value of the parcel contents, photo evidence of the damage occurred during delivery, and evidence of adequate packaging and proper labelling.
10. The damaged parcel will not be eligible for cover if it cannot be determined that the damage was caused or contributed to by Sendle through reasonable enquiry conducted by Sendle.
11. If a parcel is lost or damaged due to force majeure including but not limited to acts of god, any natural disaster, acts of war, terrorism, pandemic, sabotage, revolution or governmental acts and orders or restrictions, the parcel will not be eligible for Sendle Cover.
12. Sendle is not liable to pay for any direct, indirect, economic, special or consequential loss or damage including but not limited to loss of sale, revenue, profit, production, business or claims made by you or made against you, regardless of foreseeability.
13. You cannot claim cover if your parcel is also covered by a third-party cover provider and you have already filed a claim with them.
