In the event of non-delivery, theft of items or damage to a shipment caused by a Sherpa Driver, Sherpa will offer shipment coverage up to the value of $300 AUD.
To assess your claim, you must submit a claim within the below timeframes:
|
Non-delivery or theft of items |
Claim submitted 5 days from the scheduled delivery date |
|
Damages |
Claim submitted 5 days from the scheduled delivery date |
In the event a claim needs to be lodged, the following steps must be taken by the User before the investigation can commence:
Submit your request: https://help.audriver.sherpadelivery.com/hc/en-us/requests/new
From the menu, choose 'I am a Sherpa Customer' and follow the prompts to lodge a damaged/stolen item.
Please make sure your request includes the following information:
- Delivery ID
- Proof of Damages (Photos - high resolution and different angles if applicable) or,
- If lost in transit, a detailed explanation of the situation
- Copy of invoice showing original cost of goods
Sherpa will then proceed with the investigation. Please allow three business days for us to respond to the User.
Note: If it is determined that the claim has been made incorrectly and the outcome is confirmed that the assigned Driver is not at fault, the Claims Assessor will complete the ‘declined claims form’. A $150 claim fee will be charged in line with Sherpa’s Claims process.