1. Claim Eligibility
You may file a claim with Primefreight for any of the following:
- Damaged Goods: Cargo arrived with visible or concealed damage.
- Lost Shipment: Package never arrived and tracking shows no movement for an extended period.
- Missing Items: Partial contents missing from an otherwise intact package.
- Delivery Delay: For shipments booked under a guaranteed service level that missed its committed delivery window.
2. How to File a Claim
- Submit a claim in writing to claims@primefreight.pro or via our Contact form within 14 days of delivery (or 30 days for non-delivery).
- Include your tracking number, a description of the issue, and supporting documentation (see below).
- Our claims team will acknowledge receipt within 2 business days and assign a claim reference number.
- We may request additional information or schedule an inspection for high-value or freight claims.
- Once reviewed, we'll issue a resolution — repair, replacement value, or reimbursement per the liability terms in our Terms of Service.
3. Required Documentation
- Tracking number and proof of shipment (invoice or booking confirmation).
- Photos of the damaged item(s) and the original packaging, taken before disposal.
- A description of the contents and their declared value.
- For lost shipments: confirmation from the receiving party that nothing arrived.
- For high-value cargo: any applicable insurance certificate or declared-value documentation.
Important: Please retain damaged packaging until your claim is resolved — we may request it for inspection.
4. Resolution Timeline
Most domestic claims are resolved within 5–10 business days of receiving complete documentation. International claims involving customs authorities or third-party carriers may take 15–30 business days. You'll receive email updates at each stage of review.
5. Liability Limits
Standard liability coverage is included with every shipment at no additional cost, subject to the limits set out in our Terms of Service. For shipments exceeding standard coverage limits, we recommend purchasing declared-value insurance at booking — ask your account manager or our support team for details.
Questions about an existing claim? Email claims@primefreight.pro with your claim reference number.