Lost Parcel claims and tracer process

We understand when a parcel goes missing, it can be an extremely stressful and worrying time. The good news is most lost parcels are found; We will do everything in our power to find your parcel, however it can potentially take up to 10 working days and sometimes more to locate.

Common reasons for parcels to go missing

Parcels occasionally gets lost during transit. It is important to do what you can to prevent this from happening. There are a few reasons why a parcel can get lost, they include the following:

• Your label has detached.

• There was no label attached when driver picked up the parcel.

• The label is damaged and cannot be scanned or read.

• Your box is damaged.

• Incorrect address entered at booking, parcel was delivered to address on the label and cannot be retrieved.

If there is no way to identify where the parcel came from or is headed to it will go to lost property. The carrier then needs to first find the lost box, then physically match your contents description to the contents of each lost box. As you can imagine this is a painstaking task and one that often takes time.

In order to locate your parcel we’re going to need you to provide a detailed description of the contents, and any unique identifying marks on the box, this information is then sent to all the depots your parcel travelled through.