How to Make a Claim

What am I covered for?
What am I not covered for?
How do I make a claim?
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CourierPost and Pace make every effort to ensure your courier item arrives in good condition, but unfortunately sometimes things can go wrong. This section sets out what compensation is payable for loss of, or damage to, an item, which items are not covered by compensation or cannot be sent and how to make a compensation claim.

What am I covered for?

Compensation payments for loss of, or damage to, courier items sent within New Zealand (subject to the exclusions set out below) are limited to NZ$1,500 (including GST) (plus reimbursement of courier charges if the item was lost). Compensation will be paid at our discretion for the lesser of:
• the value, or declared value, of the item;
• an indemnity value as determined by us; or
• the cost of repairing the damage.

Fragile, Perishable and Valuable Items
There are some items that Express Couriers generally does not agree to carry, these include:
• fragile items;
• perishable items;
• traveller’s cheques, vouchers, deeds, negotiable instruments (including any bearer security, bill of exchange or uncrossed cheque), bonds or shares, credit or bank cards;
• unused stamps;
• bullion, jewellery, watches, precious metals or stones; and
• any collectible or antique or any painting, sculpture or other work of art.
However, we may, in special circumstances, agree to the carriage of fragile, perishable or valuable items with individual business customers. Any such agreement will only be valid if it is included in the written contract you have with us or if you have written confirmation of the agreed variation from an Express Couriers authorised representative. If we have not agreed in writing to carry fragile, perishable or valuable items for you, you must not give us such items for delivery.
Please note that if any of the contents of an item are fragile, perishable or valuable, then the entire item is similarly classified.

What am I not covered for?

We are not liable to pay compensation for loss of, or damage to, an item we carry if:
• the item is, or contains, a prohibited item;
• the item is, or contains, a dangerous good;
• the item is, or contains, a fragile, perishable or valuable item (unless we have specifically agreed in writing to carry these items for you and you have complied with any special conditions for the carriage of these items that we have advised you of);
• the item is not adequately packaged or is incorrectly addressed (packaging and addressing are your responsibility and acceptance of any item by us does not free you of this responsibility);
• the item is unlawfully sent;
• the item is seized by Customs or other Government Agency;
• any required documentation was not fully and correctly completed by you;
• loss or damage is the result of an event beyond our reasonable control;
• no proof of sending the item can be provided;
• the loss or damage is the result of any neglect on your part;
• the loss or damage occurs after delivery;
• the loss is consequential or indirect loss or damage (for example, as a result of delay) or loss of profits in respect of any items sent for personal or business purposes; or
• a customer makes a claim for loss or damage to an item more than 7 days after delivery of the item.

How do I make a claim?

Telephone our Express Couriers Limited Customer Service Centre on 0800 268 7437 who will lodge an investigation.

You will be asked to provide details of your claim including:
• date and place of sending;
• sender and addressee details;
• track and trace number (where applicable);

After a full investigation has been made (where required) the claims team will make contact to further the process.

The claims team will require you to complete a claim form with the following information:
• proof of posting (invoices or receipts)
• evidence of value of the item (cost or replacement price (see below), receipts or valuation notice). We require independent proof of value and we may not pay you compensation if you don’t provide this;
• sender’s copy of the consignment (where applicable);
• GST number (where applicable).

If the item is damaged or some of its contents have been lost you may Telephone our Express Couriers Limited Customer Service Centre on 0800 268 7437 to arrange an assessment or take the damaged item and its packaging (as near as possible in the same condition as when they were delivered) to your nearest Express Couriers depot.
The damaged item may be held by us while we make inquiries. Do not dispose of any packaging or items until informed by Express Couriers.

We individually investigate each compensation claim.

We usually pay compensation to the sender, but the sender can waive this right in favour of the addressee. An addressee will receive the same amount of compensation as we would have paid to the sender if the sender had made the claim themselves.

Compensation payments to business customers are based on the cost price of the item to the sender, not the retail price of the item.

We may replace or reinstate the item, rather than pay you compensation, at our discretion.

If compensation for damage to an item has been paid in full, then we may dispose of the damaged item as we choose.

If we pay you compensation in full for a lost item and the item later turns up, the item will be our property. If you want to have the item returned to you, you must refund us the compensation payment you received in full.

These terms are to be read together with the Express Couriers Limited’s Terms and Conditions.