Shipping & Claims Policy

This Shipping & Claims Policy explains the general responsibilities of customers and Trackly Global in relation to shipment preparation, transportation coordination, delivery, and the handling of shipping complaints or claims.

The services available for a particular consignment depend on the confirmed quotation, shipment details, transport arrangements and applicable service terms. Not every shipment is handled directly by Trackly Global; third-party carriers, transport operators, warehouses or other service providers may be involved.

Where a signed agreement, carrier contract, insurance policy or mandatory legal requirement establishes a different procedure, the applicable terms will need to be considered alongside this policy. Nothing here is intended to remove rights that cannot legally be excluded or limited.

Customers are responsible for supplying complete and accurate information when requesting, booking or preparing a shipment. Inaccurate details can affect pricing, acceptance, routing, handling and delivery.

Information you may need to provide

• Sender and recipient names and contact details.
• Collection and delivery addresses, including any access instructions.
• Accurate descriptions of the goods and their intended use where relevant.
• Package count, dimensions, weight and handling requirements.
• Declared value and any requested insurance or special handling.
• Required shipping documents, permits or customs information, where applicable.

A quotation is based on the information available when it is prepared. Additional charges may arise where actual cargo details differ from those provided, or where extra handling, storage, documentation, inspections or other services become necessary. Any applicable additional charges should be communicated in accordance with the relevant booking terms.

Unless packaging is expressly included in the agreed service, customers must ensure that goods are packed and prepared suitably for their contents, weight, dimensions, handling method and anticipated transportation conditions.

Good preparation practices

• Use durable packaging that protects the contents during normal handling and transit.
• Secure fragile items, sharp edges, loose components and moving parts.
• Protect goods against moisture, vibration and impact where appropriate.
• Ensure packages are sealed securely and labelled with the correct shipment details.
• Identify fragile, oversized, temperature-sensitive or special-handling cargo in advance.
• Use suitable pallets, crates, restraints or protective materials for heavy or industrial equipment.
• Provide accurate packing lists and any necessary handling or safety instructions.

Customers should not conceal damage that existed before collection. Where practical, photograph valuable goods and their packaging before handing them over. Any packaging or preparation service arranged through a third party remains subject to the scope and terms of that service.

Goods may be refused, restricted, delayed or subject to special handling requirements because of their nature, the chosen transportation method, carrier rules, destination requirements or applicable law.

Depending on the service and applicable restrictions, this may include:

• Explosives, weapons, ammunition and other prohibited dangerous items.
• Flammable, corrosive, toxic, radioactive or otherwise hazardous materials.
• Illegal goods, counterfeit products or goods prohibited by applicable law.
• Perishable goods, live animals or temperature-sensitive products where suitable facilities are unavailable.
• Cash, precious metals, jewellery, high-value items or sensitive documents where the carrier does not accept them.
• Batteries, chemicals, liquids, pressurised containers and other regulated goods that require prior approval or special documentation.

This list is illustrative and is not exhaustive. Customers must disclose the nature of their goods accurately and obtain approval before presenting restricted cargo for transport.

Trackly Global or the relevant transport provider may decline a shipment, request further information, or arrange lawful alternative handling where permitted. Additional costs caused by inaccurate declarations or non-compliant goods may be handled in accordance with the booking terms and applicable law.

Delivery estimates are provided for planning purposes unless a specific guaranteed service is expressly agreed in writing. Actual transit times may vary depending on the route, carrier capacity, service type, cargo characteristics and operational conditions.

Factors that may affect a shipment include:

• Weather conditions, port congestion and transport disruptions.
• Customs inspections, security checks and regulatory clearance.
• Incomplete documents, incorrect addresses or unavailable recipients.
• Carrier schedule changes, missed connections or equipment availability.
• Public holidays, operational restrictions or circumstances outside the service provider's reasonable control.

Where tracking information is available, customers may use the consignment number to check the latest recorded shipment status. Tracking events may not appear in real time and can depend on updates received from third-party providers.

If a shipment appears delayed, contact our team with the tracking number. We will review the available information and, where possible, request an update from the relevant carrier or operator.

Recipients should check the shipment and its packaging at the point of delivery, where practical and permitted by the delivery process.

• Check the number of packages against the available shipment records.
• Inspect visible packaging for tears, crushing, moisture or signs of tampering.
• Record visible damage or shortages on the delivery receipt or proof of delivery, if possible.
• Take photographs before discarding packaging or moving damaged goods unnecessarily.
• Keep delivery receipts, labels, invoices and related correspondence.

If a delivery receipt or electronic confirmation is signed, the information recorded may be relevant to a subsequent investigation. Where damage or a shortage is apparent, customers should document it accurately rather than signing an inaccurate statement about the condition or quantity received.

If damage is discovered only after opening a package, retain the packaging and report the issue promptly. Signing for delivery does not necessarily resolve every possible claim, and any rights available under applicable law remain unaffected.

If goods are lost, damaged, missing or materially delayed, notify Trackly Global as soon as reasonably possible after discovering the issue. Prompt reporting helps preserve evidence and allows the relevant parties to investigate.

Information to include in your claim

• Your full name and preferred contact details.
• The consignment or tracking number.
• The shipment booking reference and delivery date, if applicable.
• A clear description of the issue and when it was discovered.
• Photographs of the goods, packaging, labels and visible damage, where relevant.
• Purchase invoices, proof of value, packing lists or other supporting documents.
• Delivery receipts, shortage records, inspection reports or other relevant evidence.
• Details of the remedy requested and any repair or replacement estimates, where applicable.

A claim may require additional information before it can be assessed. Please respond to reasonable requests for documents or clarification so the review can proceed.

Claims relating to damaged goods, missing packages, shortages or incorrect deliveries will be reviewed using the available shipment records and supporting evidence.

If goods arrive damaged

• Photograph the external packaging, shipping labels and damaged contents.
• Keep affected goods and packaging available for inspection.
• Record visible damage with the delivery provider where possible.
• Provide a repair assessment, replacement estimate or other evidence of the loss if requested.

If an item or package is missing

• Check the shipment records and the number of packages received.
• Ask the intended recipient or receiving location to confirm what arrived.
• Provide the packing list, invoice or other document identifying the missing items.
• Report the discrepancy promptly so delivery records can be reviewed.

A claim may not be accepted in full where evidence indicates that the issue arose from inadequate packaging, inaccurate declarations, pre-existing damage, inherent defects, or another cause for which the relevant party is not responsible. Each case will be assessed on its facts, contractual terms and applicable law.

A shipment with no recent tracking update is not necessarily lost. Some transport stages may not produce immediate scans or visible tracking events.

When a shipment is reported missing, we will review the information available to us and, where appropriate, seek a trace or status investigation from the carrier, warehouse, transport operator or other party involved.

Customers may be asked to confirm the sender and recipient details, contents, package description, last known tracking event and intended delivery address. Please provide requested information promptly.

The time needed to investigate will depend on the shipment, transport method and the responsiveness of the parties involved. Any applicable formal claim deadline under the relevant carrier contract, insurance policy or law must still be observed.

After receiving a claim, Trackly Global will review the information provided and determine what further steps are appropriate within the scope of the service arranged.

We aim to communicate clearly during the review. An investigation may take longer if records are incomplete, physical inspection is required, or an external carrier or insurer must respond. Any specific response or resolution timeframe will depend on the agreed service and applicable requirements.

Submitting a claim does not automatically establish liability or guarantee compensation. The outcome depends on the evidence, the service arranged, the party responsible, the applicable contract and any relevant legal requirements.

Depending on the circumstances and applicable terms, a resolution may involve further tracing, delivery of recovered goods, repair, replacement, a refund of an eligible service charge, or compensation where liability has been established.

The amount recoverable, if any, may be affected by declared value, proof of loss, carrier liability limits, exclusions, insurance coverage, deductibles and other contractual or legal provisions.

Insurance and declared value

Customers should not assume that the standard shipping charge includes cargo insurance or full-value protection. Any insurance or additional protection must be expressly confirmed, including its scope, exclusions, insured value, premium and claims process.

Customers should disclose the true nature and value of their goods and retain evidence of value. False, incomplete or misleading declarations may affect the handling of a claim.

Some events may disrupt collection, transit, customs clearance, handling or delivery. These can include severe weather, natural disasters, public emergencies, industrial action, security incidents, government restrictions, infrastructure failures, and carrier or port disruptions.

Where such an event affects a shipment, we will seek available information and communicate material updates where reasonably possible. Alternative routing, storage, rescheduling or other arrangements may be considered where available and appropriate.

Additional costs, revised delivery estimates and available remedies will depend on the relevant booking terms, the cause of the disruption and applicable law. This section does not automatically excuse any responsibility that the law does not permit a party to exclude.

Shipment bookings and claim investigations may involve personal contact details, addresses, tracking records, shipment contents, photographs, invoices and related correspondence.

This information should be handled in accordance with Trackly Global's Privacy Policy and applicable data protection requirements. Information may be shared with carriers, delivery partners, insurers, claims investigators or relevant authorities when reasonably necessary for the shipment, investigation, legal compliance or another disclosed and lawful purpose.

For more details about how personal information is handled, please review our Privacy Policy.

For a shipment enquiry, delivery exception or claim, contact Trackly Global through the details published on our website. Include your consignment number and a concise explanation of the issue so that the relevant records can be located.

If you disagree with an initial claim outcome, you may request a review and provide any additional supporting information. Any rights to pursue a complaint, insurance claim or legal remedy under applicable terms or law remain unaffected.

We may update this policy to reflect changes in our services, operational processes or applicable requirements. The current version published on this page will apply subject to any mandatory notice requirements and the terms governing an existing shipment.