For the couriers listed below, you will need to contact the company directly to start the claims process.
- Post Haste | 0800 106 828 | customer.services@posthaste.co.nz
- Castle Parcels | 0800 404 303 | customer.services@castleparcels.co.nz
- New Zealand Couriers | 0800 800 841 | aklquery@nzcouriers.co.nz
They will direct you to the below claim forms where you are required to enter your query number (given by the customer service rep) and your customer/account number found on GoSweetSpot under https://ship.gosweetspot.com/accountcodes
Form links:
- http://www.posthaste.co.nz/forms/phl/claim
- http://www.castleparcels.co.nz/forms/cpl/claim
- http://www.nzcouriers.co.nz/pdf/nzc_claimform.pdf
Claim Timeframes
Please refer to the relevant courier's website regarding time-frames for your claim submission as it may vary.
Post Haste - https://www.posthaste.co.nz/loss_and_damage_guidelines.html
Castle Parcels - https://www.castleparcels.co.nz/claims_process.html
NZ Couriers - https://help.nzcouriers.co.nz/delivery-issues/making-a-claim
Missing or Damaged Items
If an item is missing, you will be provided with regular progress reports until the item is located.
In the unlikely event that your item cannot be located, you are then entitled to submit a claim for the cost price of the goods provided that notification has been received within 7 working days of delivery for a damage claim and 14 days of dispatch for a loss claim.
The Loss Claims Process
Once the courier has been informed that a consignment has not been delivered, an investigation will be opened, followed by a national depot search. If the consignment has been found, it will be delivered regularly. If the consignment has not been found, and you have notified the courier within the valid time frame, the query will be forwarded to the Claims Department. You must notify the courier of a potential loss claim for your parcel within 14 days of dispatch.
The Damage Claims Process
Once the courier has been informed that a consignment has been damaged, the goods will be collected from your customer and we will assess if the goods are salvageable or can be repaired. If the goods are salvageable/repairable, they will be returned to you for assessment. Once this has been completed, the query will be sent to the Claims Department. If the item is unable to be repaired, your claim automatically goes to the Claims Department. You must notify the courier of a potential damage claim within 7 days of the delivery of the item.
Claim Pay Out
Once the claim has been processed by the courier and they have confirmed it has been paid out, the payment will come through to GoSweetSpot directly (not your account initially). Please keep in mind that the courier will only pay out the cost (wholesale) of the item, not the retail price.
This will usually be in our account by the end of the following month and once it has been received we will pass the payment on to you. Please note you will most likely not be reimbursed for the original or replacement item's freight cost.