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Claims: Terms and Conditions

Section 1: Claims and Compensation Overview

  1. Clients may file claims for packages that are lost or damaged while in SpeedX care and custody. Claims can be filed after 10 days and no later than the 21st day after physical injection into the SpeedX network. SpeedX is not responsible for claims on packages that are lost or damaged outside of SpeedX network.
  2. SpeedX will only accept liability for packages that have been physically scanned into the SpeedX network. SpeedX assumes responsibility on packages for the duration of transportation in the SpeedX network.
  3. SpeedX’s liability ends when a physical scan indicates the package was delivered to recipient’s address or when physical scan indicates packages were returned back to the SpeedX sorting center due to wrong addresses, unsecure delivery places, no access to gates, outside of business hours, no access to a recipient for signature confirmation if requested and other conditions listed under Section 3: Acceptance of Tracking Conditions.
  4. When a claim is approved, reimbursements per package will be issued as a credit, equal to the wholesale product value up to a maximum of thirty US dollars ($30.00) or the equivalent amount in foreign currency, based on the prevailing exchange rate at the time of assessment per the Federal Reserve Board website (Federal Reserve Board – Foreign Exchange Rates – H.10 – Country Data).
    • Package value may be based on the lesser of the following documentation:
      • Declared value during the order creation
      • Wholesale product value associated with the package
  5. SpeedX may request additional information necessary to complete a claim investigation within 10 business days after receipt of claims. SpeedX will complete claim investigations within 30 calendar days after receipt of properly filed claims.

Section 2: Claims Enquiry Customer Guideline

Customers who elect to file claims on packages must follow the steps below to submut 

  1. Step 1: Familiarize Yourself with SpeedX’s Terms and Conditions
    • Please review and familiarize yourself with the relevant clauses and terms related to claims in the Master Service Agreement (or equivalent contract).
  2. Step 2: Understand Tracking Conditions
    • Understand the tracking conditions that are acceptable for claims. Be aware of conditions that may not be acceptable for claims.
    • Package events can be tracked in the SpeedX tracking portal and the customer can view package information. This is important, for example, if a final delivery scan is available in the SpeedX tracking portal, this will affect the validity of a potential claim.
  3. Step 3: Check Claims Acceptance Period
    • Double-check that the packages for claims are within the claim acceptance period. (See Section 1. above).
    • SpeedX reserves the right to ask the customer to provide a written declaration of non-receipt of shipments from the consignee (in case of any dispute).
  4. Step 4: Download Claims Template (Excel)
    • Download our Claims Template from SpeedX client portal.
  5. Step 5: Fill in all Required Information
    • Complete the required information in the SpeedX claims template. Ensure all details are accurate and comprehensive. 
  6. Step 6: Completed claim form templates must be uploaded to the SpeedX client portal for investigation.
    • Please provide supporting documentation as needed. 

Section 3: Acceptance of Tracking Conditions

Packages are not eligible for compensation for the below tracking events i.e. SpeedX responsibility ends with the following events:

Status Group

Event Detail Description 

Data Received Before Package Arrival

Package data is submitted and accepted by SpeedX, and is pending for package arrival to the SpeedX distribution center.

      • Non-Arrival Verification – Parcel Has Not Been Received
Delivered

The package is received from the consignee successfully or delivered successfully:

      • Delivered
      • Available for Collection
      • Delivered by Pickup 
Returns

No claims are allowed for destination undelivered returns, origin returns, returns to sender/warehouse, or destroyed/ disposed.

      • Parcel Disposal
      • Return to Shipper
Incomplete/Insufficient/False Address

Customer-initiated changes (address, time, self-pickup), and operational adjustments (address correction, label handling, re-labeling) are excluded from claims. These actions are considered routine and proactive measures, not indicative of service failure.

      • Parcel Received with incorrect address
      • Change in Delivery Address by Customer
      • Customer Request to Change Delivery Time
      • Change to Self-Pickup
      • Delivery Address is Corrected
      • Label Damage
      • Parcel Re-label
PO Box or Mailbox

No last-mile tracking is provided if the consignee’s address includes PO Box / mailbox.

Item Destroyed Due to Dangerous/Prohibited Goods

Not liable for any dangerous and prohibited Package.

Section 4: Other Exceptions

  • Reshipping of damaged or lost packages
  • Packages delivered with a POD, delivery picture, or signature confirmation
  • Leaking and/or damaged packages due to defective packaging
  • International Transportation costs, Custom Clearance costs, and Fulfillment costs
  • Packages returned to sorting center due to reasons of wrong addresses, unsecure delivery places, no access to gates, out of business hours, receiving rejection from the recipient, and no access to a recipient for signature confirmation if it was required.
  • Packages damaged during customer arranged transportation
  • Packages damaged due to careless or unstable loading by customer/fulfillment center
  • Spoilage on perishable packages
  • Packages delivered within 30 days upon physical entry into the SpeedX network
  • Duplicate package claim submissions (only one submission per package will be accepted)

    Section 5: Supporting Documentation Requirements

    Each claim requires the following documentation to be eligible for payment: 

    Excel spreadsheet containing:

    • SpeedX tracking number
    • Claim type
    • Details of Complaint
    • Scheduled Delivery Date
    • Requested Credit Amount
    • Currency
    • Commodity

    Contact Us

    Note: Only the party directly paying the shipping charges to SpeedX may file a claim to recover the loss.

    If the customer has any objections to the claim result, please escalate to the Claims team within 7 days of the result issuance, otherwise, it will be assumed that there are no objections to the claim result.