Carrier Claims Terms and Conditions

Last updated: April 23, 2024

Please see the terms and conditions below:

• 1. Claim Procedures
• 2. Carrier Liability
• 3. Time Limitation
• 4. Claim Amount
• 5. Freight Charges
• 6. Claim Processing Timeline
• 7. Retaining Damaged Goods
• 8. Claim Status
• 9. Important Note

For damage, shortage or non-delivery, Complete Shipping Solutions will handle all claims procedures with the carrier for you. Carrier claims are adjudicated by the respective carriers in accordance with their terms and conditions.

If you purchased extra insurance, please read the Extra Insurance Terms and Conditions.

Invoice disputes are separate from freight claims. For invoice inquiries, e-mail disputes@completeshipping.ca.

1. Claims Procedures

• Complete the Claims Form
  • You must complete the Claim Form on our SMARTT Shipping Technology platform. A video tutorial of how to file a claim can be found here.
  • Only one party (shipper, consignee or third party with an active SMARTT Shipping Technology account) can file a claim.
• Provide all Required Documents

• • For Damages
    • Delivery receipt with notation of damage
    • List of damaged goods (piece count, product name, cost price)
    • Photos of damaged goods
    • Invoice showing cost of damaged goods.
    • Packing list
    • Repair invoice (if applicable)

• • For Shortages/ Non-Deliveries
    • List of missing goods (piece count, product name, cost price)
    • Invoice showing cost of missing goods.
    • Packing list
• Additional evidence may be requested by the carrier. Our team will contact you if necessary. The freight owner is responsible for mitigating losses in case of damage and providing all claims related paperwork. Failure to follow the claim instructions could lead to non-settlement of claim.

2. Carrier Liability

• Most carriers provide liability coverage* that does not exceed $2.00 per pound/ $4.41 per kilogram.
• For example, if the total weight of the shipment is 200 lbs., the carrier’s liability is capped at $400.
• *Carrier Liability coverage may differ and is subject to each carrier’s terms and conditions.

3. TIME LIMITATION

All claim documents must be received within the carrier’s timeline for filing a claim. Carrier timelines may vary. For more details, contact claims@completeshipping.ca.

4. CLAIM AMOUNT

• The minimum threshold for claim processing is set at $50 CAD.
• Different carriers may have varying minimum thresholds.
• GST/ HST is not claimable.

5. FREIGHT CHARGES

• Freight charges must be paid for claims to be processed by the carrier. 

6. CLAIM PROCESSING TIMELINE

• Claims are processed by the carrier according to their timelines. It is common for claims to take 60 days or more to be resolved.

7. RETAINING DAMAGED GOODS

• Keep damaged goods and packaging until the claim is resolved. Carriers may want to retrieve damaged goods if the claim is approved.

8. CLAIM STATUS