Protect+ guarantee

Shipping Protection for International Packages

Protect+ is Jetkrate's optional shipping protection for eligible courier booking and package forwarding shipments, helping customers deal with rare cases of loss or damage during tracked international transit.

International shipments move through warehouses, transport hubs, aircraft, customs and local delivery networks. Protect+ gives eligible Jetkrate shipments a clearer support path if something goes wrong after collection, acceptance or dispatch.

Important: Protect+ must be selected, paid for and confirmed before your shipment is dispatched. Jetkrate generally recommends Protect+ for eligible shipments under USD 5,000. If you are unsure whether an item is eligible, contact Jetkrate before shipping.

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What is covered

What Protect+ can cover

Protect+ is intended for qualifying goods shipped through Jetkrate's courier booking and package forwarding services. If an eligible shipment is lost or damaged in transit, Jetkrate carries out its own investigation and, where approved, may arrange repair, replacement or compensation.

Qualifying courier booking or package forwarding shipments up to USD 5,000 or equivalent currency value.
Eligible loss or physical damage during tracked international transit.
Assessment against the declared value, original purchase evidence and shipment records.
Where applicable, eligible international shipping cost linked to the original goods.

Shipments above USD 5,000 need individual review before dispatch. For shipments under USD 5,000, Jetkrate generally recommends adding Protect+ so you are not relying only on the courier’s own claim process.

Protect+ vs courier liability

Why Protect+ is different from courier insurance

Courier claims are usually assessed under the courier’s own limited-liability rules. For international carriage, those limits are often shaped by the Warsaw or Montreal Conventions, unless a separate declared-value option applies and is accepted by the courier.

With Protect+, Jetkrate does not simply leave you waiting on the courier’s final answer. Jetkrate carries out its own investigation using the shipment record, tracking history, customer evidence and declared value. If the loss or damage is confirmed and the claim is eligible, Jetkrate will honour the claim even if the courier does not approve or pay the claim.

If you opt out of Protect+, Jetkrate will still help facilitate the conversation with the courier and support you through the issue. However, the outcome then depends on the courier’s process, timelines and liability decision, so Jetkrate cannot guarantee success.

Important exclusions

What Protect+ does not cover

Protect+ is not unlimited cover for every parcel in every situation. Some losses are outside the scope of the guarantee, especially where the issue happened before Jetkrate accepted the goods, the shipment was not eligible, or evidence is missing.

Used-item damageDamage to used or pre-owned items may be excluded.

Manufacturing faultsFaults that arise without evidence of physical transit damage are not covered.

Delay-related lossIndirect loss, missed deadlines or losses caused by delays are excluded.

Before Jetkrate acceptanceLoss or damage before the shipment is accepted by Jetkrate or the relevant carrier is not covered.

Before Protect+ paymentCover must be paid for and confirmed before the relevant transit risk occurs.

Untracked shippingLoss or damage during untracked shipping services is not covered.

Duties, taxes and domestic shippingImport duties, taxes and retailer domestic-delivery costs are not included.

Customs non-complianceGoods held, returned, disposed of or confiscated due to missing information or unpaid charges are excluded.

Before dispatch: check item eligibility, declared value, destination rules and documentation. Protect+ works best when shipment details are accurate from the start.

Lost parcel claims

If your shipment appears lost

If a tracked consignment has not arrived 48 hours after the scheduled delivery date, subject to local customs clearance, contact Jetkrate so the team can review the tracking and raise the issue with the relevant courier where appropriate.

A shipment under courier tracer investigation is not normally treated as officially lost until the investigation has concluded. If the shipment cannot be located, Jetkrate may ask you to complete a claim form and provide evidence of value such as the original supplier invoice or purchase receipt.

Damage claims

If your shipment arrives damaged

Report visible damage as soon as possible, ideally while the courier delivery record can still be noted. Contact Jetkrate within 24 hours of delivery so the claim can be reviewed while the evidence is fresh.

Do not discard the packaging until the claim has been assessed. Photos of the outer carton, shipping label, internal packaging and damaged item help show what happened during transit.

Claim process

How Protect+ claims are reviewed

Jetkrate reviews Protect+ claims using shipment records, courier information, customer evidence and the declared value of the goods. The aim is to resolve eligible claims clearly rather than leaving customers to rely only on standard courier liability.

Notify Jetkrate quicklyReport damage within 24 hours of delivery, or a missing consignment within 7 days of the scheduled delivery date.

Provide supporting evidenceSubmit the claim form, proof of value, photos where relevant, tracking details and any courier notes.

Return the completed claim formReturn the completed claim form within 14 days of notifying Jetkrate of the claim.

Assessment and outcomeDepending on value and courier investigation timing, assessment may take up to 6 weeks. Approved claims may be resolved by repair, replacement or compensation at Jetkrate's discretion.

Important: compensation, where offered, is generally based on the lesser of the original purchase cost, market value where relevant, and the declared customs value. Always check that your declared value is accurate before dispatch.

Related guides

Helpful next pages

Before you ship

Protect eligible international shipments with Jetkrate Protect+

Protect+ gives eligible Jetkrate courier booking and package forwarding customers a clearer protection path when a shipment is lost or physically damaged in transit.

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