StraitNZ Claims

For missing or undelivered freight, claims need to be lodged within 14 days following collection. Claims for damaged freight must be lodged within 7 days of delivery. Under the Contract and Commercial Law Act 2017, the maximum liability is $2000 including GST per unit of travel.


Missing/Undelivered

To begin the process, we require:

  • A description of the goods and packaging, including any notable marks on the exterior
  • Photos of goods and packaging
  • A copy of cost/supplier invoice. StraitNZ only compensate on the cost value of the product, not the retail value. 

We will then inform you if the claim has been accepted or denied. If accepted, you have the option to send a replacement to your customer through StraitNZ, free of charge. 


Damaged

Our first step with damaged goods would be to determine where they are. If the goods were delivered and signed for, StraitNZ will not consider a claim at all. Signature upon delivery is taken to mean that the goods were delivered in full and undamaged condition. It is very important to inform your customers to inspect goods upon arrival before signing for the freight. 

If the freight was signed as damaged, the claim will be put through. We will require a copy of cost/supplier invoice. StraitNZ compensate on the cost value of the product, not the retail value. 

We will then inform you if the claim has been accepted or denied. If accepted, you have the option to send a replacement to your customer through StraitNZ, free of charge.