My item has been damaged or stolen. What happens next?

  • Updated

What coverage does Sherpa offer in the event of non-delivery, theft, or damage to a shipment caused by a Sherpa Driver?

Sherpa offers shipment coverage based on service level agreements with each user. Please contact us to find out on what coverage we can offer you.

 

What are the timeframes for submitting a claim for non-delivery, theft, or damages?

Claims must be submitted within the following timeframes:

  • Non-delivery or theft of items: within 5 days from the scheduled delivery date.
  • Damages: within 5 days from the scheduled delivery date.

 

What steps must be taken to lodge a claim?

To lodge a claim, follow these steps:

  1. Submit your request at Sherpa Help.
  2. From the menu, choose 'I am a Sherpa Customer' and follow the prompts to lodge a damaged/stolen item claim.
  3. Ensure your request includes the following information:
    • Delivery ID.
    • Proof of damages (high-resolution photos from different angles, if applicable) or a detailed explanation if lost in transit.
    • Copy of the invoice showing the original cost of goods.

 

What is the process after submitting a claim?

After submitting a claim, Sherpa will proceed with the investigation. Please allow four business days for Sherpa to respond.

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