Make a Claim

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$2,000 (including GST) as set out in our Terms & Conditions (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 to the item.

Except where we pay the cost of repairing damage to the item, compensation payments to business customers are based on the cost price of the item to the sender, not the retail price of the item.


Dangerous Goods, Fragile, Perishable and Valuable Items

There are some items that Express Couriers generally does not agree to carry, these include:

  • dangerous goods, fragile items and perishable items, as set out in our Terms & Conditions;
  • valuable items as set out in our Terms & Conditions, including:
    • 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 dangerous goods, 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 dangerous goods, 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 dangerous goods, fragile, perishable or valuable, then the entire item is classified as dangerous goods, fragile, perishable or valuable.

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 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 or loss of profits, subject only to the contrary terms of any statute, including the Consumer Guarantees Act 1993 (where applicable);
  • there is a delay in delivering the item;
  • a customer makes a claim for loss or damage to an item more than 7 days after delivery of the item; or
  • a customer makes a claim for total loss of an item more than 7 days after discovering the loss of that item.


How do I make a claim?

Telephone our Express Couriers Limited Customer Service Centre on 0800 268 743 who will lodge an investigation. You must lodge a claim for partial loss or damage within 7 days of delivery. You must lodge a claim for total loss within 7 days of discovering the loss.

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) our Claims team will contact you to further the process.

If a claim for compensation is made, our 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, (for example receipts or an independent valuation). 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 note (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 268 743 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.

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 the item will become ours and 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. If any of these terms conflict with the ECL terms, the ECL terms will prevail.