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.