Loss and Damage Warranty


Do you offer Insurance?

We do not provide or arrange insurance for our customers, so you should consider obtaining your own insurance as your loss and/or damage may exceed our liability.

We do however offer a Loss or Damage Goods Warranty. Please see below for further details.

What Warranty Cover do you offer?

1. Standard Warranty Cover (SWC)
Some orders* automatically include up to $500 of included Loss or Damage Warranty Cover for any goods which are not specifically listed as being excluded under our 'Standard Warranty Cover'. Please see prohibited / restricted items listing.

2. Enhanced Warranty Cover (EWC)
There is a very small group of goods which are deemed restricted goods via "Standard Cover", however this small group of goods can be covered via the purchase of a higher value 'Enhanced Warranty Cover'. Please see prohibited / restricted items listing.

Goods which can be covered by Enhanced Warranty will include $0 of included Enhanced Warranty Cover, so if cover is required then a warranty premium would be payable for any required amount over and above $0 of warranty coverage AND also selecting "Enhanced Warranty Cover" during checkout.

[* excludes orders which state "-no insurance" as part of the chosen service type]

The choice of cover type (Standard or Enhanced) needs to be selected during the checkout process. Please take care to make sure you to check which cover you are selecting AND to make sure your goods are not excluded from the selected warranty cover type.

What is the maximum of Warranty Cover can I purchase?

Under both cover types you can also choose to increase the amount of Warranty Cover up to a maximum of $10k, subject to the payment of an additional warranty premium. 

Additional Warranty pricing will be calculated during the checkout process based on "Total Goods Value" and also the "Warranty Cover" type selected (SWC or EWC).

Is there an excess to pay?

Both 'Standard Warranty Cover' and 'Enhanced Warranty Cover' are subject to a $50 claims payment (deduction) in the event of a claim.


What can't I send / What is not covered by our warranty?


Therefore, it is very important that you read our Dangerous Goods: Prohibited and Restricted items listing to make sure you have adequate cover for your shipment.

Our warranty policy might not be suitable for your particular needs, nor provide any cover for your goods if listed.

In the event that our warranty cover is not adequate for your needs, we strongly advise you to seek alternative cover (or advice) prior to processing your shipment. or releasing your goods to your chosen courier.


How do I make a Warranty Claim?

The first step is to tell us about the matter immediately - no claims will be permitted after 7 days from the date of delivery.

IMPORTANT: For damaged goods, you must make a note on your delivery documentation at the time of delivery then contact 1300-00-SHIP (7447) for further assistance.

  • This means you MUST ONLY SIGN with the driver that the goods were 'delivered damaged', and you MUST NOT SIGN 'received in good condition'. OR, if you do not have time to check, you must sign the docket 'subject to checking'.

If you would like to make a claim, we will send you a claim form to return via an upload facility to our warranty claims portal (along with any relevant supporting documents as required), from there our warranty team will review your claim.

The completed claims form along with the requested evidence must be uploaded within 10 days from date of receipt of the claims email. 

Supporting documents will be requested from you to validate your claim, which may include photographs, independent quotes, invoices to support, proof of payment, valuation of the goods, repairers' invoices etc.

Depending on the value of the consignment and circumstances, your goods may subject to an assessment by a third party prior to the acceptance of any claim, so you must ensure that damaged freight or packaging is not disposed of or repaired until advised.

In most cases, however, approved claims will be paid within 28 days of the claim form being lodged. Please note that all claims will be subject to a $50 payment deduction.


Warranty Exclusions:

Please see WARRANTY TERMS & CONDITIONS (WTCs) for full details

In addition, please note the following;

1. Any orders which state "-no insurance" as part of the chosen courier service.

2. Warranty will not be valid if any items appear on the Prohibited or Restricted items list, and also subject to which warranty cover type (either Standard or Enhanced) was both selected, and also paid for, during the checkout process

3. IMPORTANT: The external and internal packaging of goods is fully the sender's responsibility. Due care must be taken as incorrect packaging may void any claim in the event that the goods are damaged. Evidence of packaging will be requested.

4. Warranty is only for physical loss or damage. There is no liability for any form of consequential loss.

5. If 'Authority to Leave' has been given to a shipment, there is no cover for loss nor damage after delivery.

6. If any shipping labels are used other than the shipping labels containing the connote numbers as provided by Parcel2Courier.com as part of the checkout process, then any Warranty will not apply to the shipment (even if Warranty was purchased).

7. Warranty does not include failure to deliver the goods, or damage to the goods caused by mechanical derangement or latent defect.

Warranty Documentation:

Please click on the links below to review the warranty coverage.  Please seek professional advice or your own alternative insurance cover if you feel the warranty cover as provided by Parcel2Courier might not suit your requirements or needs.



parcel insurance