Missing or Damaged Goods

In the event that your goods are missing or damaged please follow these steps:
1.	Perform Track and Trace
2.	Enter your ticket number and click 'Track Courier Ticket'.
3.	Click on the 'Lodge Customer Services Query' for this item or call Customer Services on 0800 800 841 with the following information. You will need to provide:
	a.	Ticket number for your missing item
	b.	Date and time sent
	c.	Sender’s and Receiver’s full address and contact details
	d.	Details of the contents, packaging and the value of the item
4.	Record the NC number given to you by the online query or customer services. Please note: this number is required on a claims form, in the event that you have to complete one.

The Process

If an item is missing, we will contact you within 1 hour of your lodged query with a progress report and provide regular updates until the item is located. In the event that your item cannot be located you will need to fill in a claims form. This will be sent to you within 7 working days.

If an item is damaged, a claims form will be despatched to you within 7 working days. We will need to sight the item and the packaging it arrived in. If we are unable to sight the item and the packaging your claim may be declined. For an overview of the claims process, you can download our quick reference guide.

Alternatively you can download a Claims Form and send it to your nearest branch.

To enable us to assess and finalise your claim please:
-	Complete all the details on the Claims Form. The NC number that you received from customer services will be needed on the claim form for it to be processed.
-	Ensure the information you provide is clear and complete - spaces or "not applicable" (N/A) are not accepted.
-	Sign and date the form
-	Attach a copy of the original invoice to your client for the item/s
-	A tax invoice charging New Zealand Couriers Ltd at the price it cost you to acquire or produce the item/s
-	A copy of the original invoice for the item/s missing or damaged from your supplier
-	Proof of purchase, receipts, bank statements, original packaging, manuals or even photos etc
	Please note: The sending of this information and claims form does not constitute any acceptance of liability by New Zealand Couriers Ltd.

Notification

Notification to New Zealand Couriers is required within 14 days for a lost item and 7 days for a damaged item. Claims lodged outside these times will result in your claim being declined.

On receipt of all relevant information, your claim will be processed within 10 - 15 working days for domestic and 21 - 22 working days for international items. You may decide if the payment will be made by cheque or direct credited to your account.

New Zealand Couriers will pay claims to a maximum value of $1500NZD (GST inclusive) for items travelling in New Zealand, and US$20 per kg up to its declared value for international items. This does not include prohibited items - see
Prohibited and Dangerous Goods.

Your claim will be actioned in conjunction with our Conditions of Carriage.

Missing goods

Missing or Damaged Goods

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