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A credit request where the goods have been damaged requires a formal request in writing within 24 hours of the goods being received. Photos of the damage must be sent with the request. If a signed POD is presented for this freight, with no reference to damages, we cannot accept a credit request as the receiver has acknowledged they have received the shipment in full and good order. Credit requests for damages are only up to the value of the freight, and any material damages must be recovered through your marine insurer. All fragile items must have a fragile sticker on them.
All other credit request types must be provided in writing within 7 days from the date of invoice issuance unless otherwise specified.
If your request has been received beyond the above detailed time frames, we will do all we can to secure a positive result for you from the relevant carrier, however, this is unlikely as they are now far stricter on requests received outside their standard terms and conditions.
Please allow up to 15 business days for a response.
