What should I do if my parcel is lost/damaged?

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Customers can file for lost/damaged compensation claims from DelyvaNow platform if the parcel is being lost/damaged by the DelyvaNow courier provider. You can contact us via Live Chat or email us at [email protected]. Please submit the tracking number, description of the claim, and photos. Kindly note claim needs to be made within 3 days from the date of delivery.

DelyvaNow has the right to reject or dismiss any claim submission that does not adhere to claim guidelines or more than 3 days from the date of delivery. Claims will be done on a case-by-case basis. Contact our customer support for more help. Claim cases can take up to 1-3months to be processed.

a. Lost parcel claims process

  1. Ensure the parcel does not exceed 30 days from the date of its first tracking status being updated.
  2. Customers must be able to provide an airway bill or PL9 form (optional) if the order is lost before there is any tracking status being updated.
  3. Send your proof of delivery and order details to us through email at [email protected] or to our customer service team.

b. Damaged parcel claims process

  1. Provide supporting documents such as air waybill and image of damaged parcel.
  2. Send the supporting documents through email or to our customer service team.

Please take note that certain DelyvaNow Logistics Partners do not allow compensation claim for certain nature of product. For sellers that sell such item, please do ensure you have packaged the item safely to minimise the risk of being damaged in transit.

Non claimable item would be Liquid, Fragile, Poor Packaging and Prohibited item. 

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