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Worried About Goods Safety? Here’s Jetkrate’s Protect and Guarantee Coverage

While it’s not a typical occurrence, shipped goods can get damaged while in transit. When this issue happens, most shoppers assume it’s the courier’s fault. But the fact is there are so many situations where courier companies have little to no influence.

Jetkrate understands this challenge and that’s why we have measures like Jetkrate’s protect and guarantee coverage in place to safeguard your goods from damage or theft. Whether shopping in the UK or New Zealand stores, our Protect Plus feature guarantees protection against damages and losses. Moreover, we offer parcel photography services to ensure you get proof of your product’s condition before leaving our warehouse.

We’re always extra cautious with our clients’ goods and treat their items as our own. But what happens when your goods are damaged during transportation? We’ll address this question and several other concerns shoppers usually have before entrusting their goods to us. 

What Causes Damages to Goods During Transportation?

After your goods have left our warehouse and you receive the expected delivery date, we work hard to ensure we beat the deadline. We entrust the shipping processes to reputable courier companies to handle the goods with great caution throughout each package’s journey. 

The packages pass through many points and hands until the delivery trucks finally deliver them to your address. Even though it’s easier to blame the courier for the damages or loss, several other situations can cause such unfortunate occurrences. 

Road Conditions

At times, drivers have to deal with situations where road hazard indications are missing. Accidents can also occur from unforeseen circumstances, such as an animal crossing the road, unavailable lane markers, poor road conditions, or unmarked bumps. 

The delivery truck can also encounter reckless drivers on the road, forcing the truck driver to make sudden turns to avoid accidents. 

Courier Warehousing Challenges

While warehouses are built to high standard levels, some mishaps may cause damage to goods during storage. However, we only use highly reputable courier service companies to limit these incidents. 

Sorting and Loading onto Trucks

Courier service providers use mechanical equipment to load goods onto trucks. Due to human error, damages can occur in the process. 

Some of the damages’ causes are beyond Jetkrate’s control. However, we correctly package and protect all goods against physical mishandling during transportation. 

What Should You Do if the Delivered Goods Are Damaged

What Should You Do if the Delivered Goods Are Damaged?

On the rare occasion that you receive your package with signs of damage or loss, we strongly recommend opening it while the delivery team is still present.  The courier company will request you to submit a report on the delivery. As such, write a description of the damage and take photos for evidence. 

The report is vital to assist you in making a claim.  Jetkrate will also need the photos and more details about the damage to process your claim. We’ll describe the process of making a claim in a short while. 

Package Protect Plus Guarantee Cover

Introducing the Package Protect Plus Guarantee Cover

While damage or misplacement of goods rarely occurs with our services, it’s always good to be ready for any occurrence. Our Protect Plus cover offers protection against lost or damaged goods. This protection package will cover the total value of your goods when you choose this shipping service. 

The limit to how much the Protection Plus guarantee covers depends on the value of goods declared for customs purposes and shipping costs. Jetkrate operates with the highest levels of integrity and standards. When buying this guarantee, we’ll share a quotation with you so that you’re aware of what the service will include and how much you’ll be paying. 


What’s Covered, What’s Not?

Our Protect Plus offers a protection guarantee for goods valued up to £5,000. This guarantee also covers the cost of sending you a replacement if your claim is accepted. If you receive compensation in the form of money, Protect Plus will cover the cost, together with the costs of sending you the original package.   

Some of the exclusions not covered by Protect Plus include:

  •  Damage or loss that occurred before your goods were received at our address.
  •  Damage or loss resulting from courier’s shipping delays. 
  •  Damage or loss before paying for Protect Plus in full.
  •  Damages from manufacturing faults. 
  •  Damages that have no evidence or proof. 
  •  Damage or loss resulting from transportation without tracking service. 

What Happens When Goods Are Damaged or Misplaced?

Every client with the Protect Plus guarantee is entitled to claim for damages or losses with Jetkrate. With our warehouse and shipping service, damages and losses are a rare occurrence. However, should this problem happen, we’ll quickly resolve the issue so your plans for the package are not derailed.

Damaged Consignment

If the delivery arrives with the package damaged, or has signs of damage, contact our customer support team through our website or phone number. Launch your complaint within 24 hours of receiving the package. 

Write a note and a description of the damage on the receipt with which the goods were delivered. Also, take clear visible pictures of the damaged package. You’ll then have to submit a duly filled claim form, accompanied with the proof of damage.

Make sure to submit proof of the value of the goods in the form of supplier receipts or invoices. The contents of the package and original packaging should also be available when submitting your claim.

Missing Consignment

When goods are set for shipping, you’ll always receive an expected delivery date, tracking number, and other details about your consignment. Should 48 hours lapse after the delivery date, feel free to reach us via our contact form on our site or phone. But also check the local customs clearance terms and timelines to be sure that your package is actually missing.

Jetkrate requires you to submit a claim for lost consignment within seven days after the scheduled delivery date. After filling the claim form, you should return it within 14 days from the date of submitting a lost consignment claim. Check out our detailed guide to returning your items.


What’s Next After Submitting Your Claim?

Jetkrate will investigate your claim after receiving it. The assessment timeline will depend on the consignment’s value but won’t exceed six weeks from the claim submission date. For approved claims, we will do a repair, replacement, or compensation. 

If Jetkrate chooses to compensate, you will be compensated at the price declared on the original customs declaration, or the fair market price for the replacement of the goods—whichever of the two is lower. As such, we highly recommend that you check and confirm that the value of goods stated on the invoice or receipt is okay before shipping.

While waiting for feedback after submitting your claim, you can check its status by contacting our customer support service with details of your claim. 

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