Login to your account. Order List When order turns to dispatch and complete, there is a button called claims. Follow the instructions. We will respond to your claim and update you on this.

Please note: Damage or loss caused by unpredictable or uncontrollable factors such as natural disasters, wars, government policies is not covered.

If you received an incorrect package in your account please contact us by live chat or email: support@parcelmate.co.nz. Our warehouse staff will then remove the package from your account.

If you received an incorrect package at your home please create a claim and upload photos of the package labels and contents. We will then provide you with further instructions.

We do our due diligence to inform customers if we notice a package arrived with any damage. But ultimately, it is your responsibility to ensure all items arrive to us in proper working condition.
Please bear in mind that all packages arrive to us on pallets from the carriers, so we are unable to inspect each package at the time of delivery. We ask that you view the incoming photos provide and if you wish to see the contents, please request content photos to be taken.

We cannot honor any claims for packages that arrive to our warehouse damaged, even if the seller denies your claim.

All fragile items are not covered in the compensation if they are damaged. Please, make sure all fragile goods are packaged in a good and safe condition when purchases.

Please note that according to International Consolidation/Shipping Practice, Parcelmate will pay no compensation for items in which the outer packaging is in good condition, but internal objects are damaged.

We need 5 working days to complete a thorough search for your package. If we are unable to find your package, you will be notified and a claim will be started.
We will ask you to provide us with the seller’s invoice to prove the purchase price of the lost items. Once you provide us the seller’s invoice, we will reimburse you for your loss within 3-4 business days.

Please note that any reimbursements are based on the declared value and it is your responsibility to ensure that your packages are declared completely and accurately as soon as the package arrives. Please also understand that we cannot offer any compensation for delays caused by lost packages. Note: the reimbursement is based on whatever is less, the declared or invoice value.

Additionally, if a package arrives do not match with your account name, the package is placed in our non processed bin until proper documentation is sent to prove package ownership. We will also open the package and take content photos to match to invoices.

1. All fragile items are not covered in the compensation if they are damaged. Please, make sure all fragile goods are packaged in a good and safe condition when purchases.

2. Any loss or damaged items carried by a third-party logistic company (e.g. EMS, NZ POST, Aramex) are compensated according to the third-party's rules and policies.

3. There are no compensations for damage or loss caused by unpredictable or irresistible factors, such as natural disasters, wars, or customs deduction. 

4. Unclaimed parcels in the warehouse for more than 60 calendar days will be treated as abandoned pieces, and Parcelmate will not compensate for that.

5. Claim your damage within ten calendar days after receiving parcels by contacting our customer service team and providing evidence to support your claim.
    Any claims made that exceed ten days after receiving the package won't be accepted.

6.  The insurance premium is 1.5% of the declared value. Therefore, Parcelmate will compensate according to the declared value, and the cover limit is RMB 3000 per order. 

7.  This does not cover packages that are seized by customs, refused, abandoned, etc

Please note that an uninsured parcel is only covered when lost—no damage compensation for uninsured packages.

Please note that according to International Consolidation/Shipping Practice, Parcelmate will pay no compensation for items in which the outer packaging is in good condition, but internal objects are damaged.

Yes, The insurance premium is 1.5% of the declared value. Therefore, Parcelmate will compensate is based on whatever is less, the declared or invoice value., and the cover limit is RMB 3000 ($600) per order including shipping fees. 

Parcelmate will only compensate for the lost good for uninsured orders. The cover cap is 100 NZD per order including shipping fees.

No compensation for damaged goods if the parcel isn't insured.

The deadline to submit a claim for any items within your delivered packages that are damaged or are missing is 10 days from the delivery date.

The seller's invoice or proof of purchase is required for any and all claims. This must show the purchase price, purchase date, the delivery address (our warehouse address), and tracking number.

Damaged & Missing Items:

Please keep all packaging until your claim is resolved. We will need you to provide photos of the inner and outer packaging as well as photos of any items that are damaged.

Usually it will take 3-10 working days to do complete the accessment. We will keep you updated for the claims.

We take fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.

To report a lost, undelivered or damaged package, login to your account and go to your order list. 

When you order turns to dispatch and is complete, there is a button called ’Claims’. Please follow the on-screen instructions and we will respond and update your request as soon as possible. 

Please note: Damage or loss caused by unpredictable or uncontrollable factors such as natural disasters, wars, government policies are not covered by Parcelmate.

If you have received an incorrect package in your account, please contact our customer support team through live Chat on the website or email our support team on support@parcelmate.co.nz. Our warehouse staff will then resolve and remove the package from your account.

If an incorrect package has been delivered to your home, you can create a claim and upload photos to your account.  Ensure you include images of all labels and of its contents. We will notify you with further instructions once the claim has been made.

If your package arrives to our warehouse damaged or is missing items, we will inform you promptly upon its arrival.

Please note that all larger orders and packages arrive on pallets from the carriers, preventing us from inspecting each package upon delivery. 

We request that you review the incoming photos provided by your supplier and carrier. If you wish to see the contents, please ask for content photos to be taken. It is your responsibility to ensure that all items arrive to us in proper working condition.

In the event where any package arrives to our warehouse damaged or items are missing, Parcelmate is not responsible for and is not required to honour any claims. 

All fragile items are not covered in the compensation if they are damaged. Please make sure all fragile goods are packaged securely and in a safe condition by your supplier when purchased. 

Please note: According to International Consolidation/Shipping Practice, Parcelmate is not required to pay compensation for items in which the outer packaging is in good condition, but internal objects are damaged. 

If your parcel becomes lost in our warehouse, please allow for 5 working days to complete a thorough search for your parcel. If we are unable to locate it, we will notify you and begin to process a claim. 

Reimbursements are based on the lesser of the two: either the declared value, or the invoice value. To ensure a smooth process we require the supplier’s invoice and that all parcels are accurately declared. Once provided we will reimburse you within 3-4 business days. 

Please understand we are unable to offer compensation for delays caused by lost packages. 

If our team locates your package or it arrives but the details do not match your account name, it will be placed in the non-processed bin until we receive proper documentation confirming ownership. Additionally, we will open the package to verify its contents against the supplier's invoice.

1. We do not cover compensation for damaged fragile items. Please ensure all fragile goods are securely packaged by the supplier when purchased.

2. Loss or damage to items handled by third-party logistics companies (e.g., EMS, NZ POST, Aramex) will be compensated according to their respective rules and policies.

3. Compensation is not provided for damage or loss caused by unpredictable events such as natural disasters, wars, or customs actions.

4. Parcels left unclaimed in our warehouse for more than 60 calendar days will be considered abandoned, and Parcelmate will not offer compensation for them.

5. To file a damage claim, contact our customer service team on support@parcelmate.co.nz within ten calendar days of receiving your parcel and provide supporting evidence. Claims submitted after this period will not be accepted.

6. Insurance premiums are set at 1.5% of the declared value. Parcelmate will compensate based on the declared value, with a coverage limit of RMB 3000 (+/-$650.00 NZD) per order.

7. This policy does not cover packages seized by customs, refused upon delivery, or abandoned.

Please note: Uninsured parcels are only covered for loss; there is no compensation for damage to uninsured packages. Additionally, according to International Consolidation/Shipping Practices, Parcelmate will not compensate for items where the outer packaging is intact, but the contents are damaged.

Yes, the insurance premium is 1.5% of the declared value. Parcelmate will compensate based on the lesser of the declared or invoice value, with a coverage limit of RMB 3000 (+/- $650.00 NZD) per order, including shipping fees.

Parcelmate will only provide compensation for lost goods on uninsured orders, up to a cap of $100.00 NZD per order, including shipping fees. No compensation will be provided for damaged goods if the parcel is not insured.

You must submit a claim for any damaged or missing items for your delivered packages within 10 days from the delivery date.

For all claims, you must provide the seller's invoice or proof of purchase. This document should include the purchase price, purchase date, delivery address (our warehouse address), and tracking number.

Damaged or missing items: 

Please retain all packaging until your claim is resolved. We will require photos of both the inner and outer packaging, as well as photos of any damaged items.

Usually, it will take 3-10 working days to complete the assessment. We will keep you updated on the progress of your claim.

We take fraud very seriously and have implemented rigorous systems and processes to prevent it. This includes safeguarding both our clients and retailers who ship packages to our warehouses.

We maintain a strict zero-tolerance policy towards fraudulent activities. If your account is suspected of fraudulent behaviour, it will be placed under an immediate security review. Depending on our findings, your account may be subject to cancellation.

If you are a retailer suspecting fraudulent activity, please contact us promptly on support@parcelmate.co.nz. 

We are committed to working with you to resolve the issue and prevent future occurrences.