Supporting Documents Required for Claims

Let’s make sure that you have everything you need for us to process your claim.

Help Us Help You

All claims will require some form of supporting documentation to help us locate a missing parcel or provide an accurate resolution (e.g.: An invoice to provide the value of the lost or damaged merchandise).
When forming a merchandise description, try to be as specific as possible, using things like serial numbers, brand name, sizes, colour and quantity.
During a damage claim, photo documentation will be required and a physical inspection at a UPS-approved location may be needed as well.
Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.
The drop-downs below are to help you create the best, detailed description of the issue you’re experiencing with your parcel.

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Merchandise Description

Clothing

Brand Name, Colour and Size of Item

Example: Polo pyjama top and bottoms set, size M, Navy Blue

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Health and Beauty

Brand, Product Name, Product Size, Container Type

Example: 5 Avon Sun + Sunscreen face lotion, SPF 40, 300 ml, yellow and red container
Example: 20 Vitacost Natural Vitamin E, 1,000 IU, 60 softgels

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Office Supplies, Books and Picture Frames

Product Number, Brand Name, Product Type, Quantity

Example: 50 boxes BIC Round Stic Ball pens, medium point, 1.0 mm black, 90 per box
Example: 5 textbooks, 'Spectrum Science', paperback, brown cover, publisher: Frank Schaffe

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Tyres and Auto Parts

Item Number, Brand Name, Model, Product Number, ID Number, Serial Numbers

Example: 2 Michelin Tyres, Latitude Tour HP 235/65R18 104H BSW Touring

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Electronics

Item Number, Brand Name, Model, Product Number, ID Number, Serial Numbers

Example: Lenovo IdeaPad 330 15.6" Laptop, Windows 10, Intel Core i3-8130U Dual-Core Processor, 4 GB RAM, 1 TB Hard Drive – Platinum Grey

Note: Serial numbers are key to identifying items during a ‘Lost and Found’ search and are required for certain types of merchandise, like electronic items over $500.00. If the serial number is not provided, the claim investigation will be closed due to insufficient merchandise description. The investigation can be reopened when a serial number is provided.

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Photo Documentation

All Photos Required

During the photo documentation process, seven different photos will be requested:

A photo showing the damaged item and how it was packaged inside the box
A photo of the damaged item
A photo of the packaging material used
A close-up photo of the shipping label with tracking number (generally starts with 1Z)
A close-up photo of the box manufacturer’s certificate (round stamp on the outside of the box)
Two photos showing all six sides of the parcel (one showing the top and two sides, another showing the bottom and opposite sides)

Dimensions of the box, including the parcel height, length and width will also be needed.

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File Formats Accepted

The claims application supports the following file formats:

.JPG
.JPEG
.TIF
.TIFF
.BMP
.PDF
.DOCX
.PNG

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