This policy outlines the terms and conditions associated with Borderless360 providing service credits.

This policy relates to service credits that Borderless360 will provide if the parcel and its contents against damage or loss from any external cause while in transit through the Borderless360 network, and in care, custody, or control of the carriers. A service credit can be applied as a credit against fees for future services ordered from Borderless360, and gives no right to financial compensation, damages or cash payment.

Return to sender coverage is included in this policy as long as the return is not due to incorrect address information or fraudulent activities on the part of the sender. No coverage is available if carrier or local regulations and shipping requirements were not followed or adhered to.

The maximum amount of service credits available under this policy are assessed on a per event, per user, per parcel basis. The service credit limits are:

For each individual covered event, our coverage limit will be a maximum of a total of $100,000 USD in service credits to all affected users of such individual covered event.

In the event of a covered loss or damage, it is your responsibility to notify us promptly.

You must wait 20 days for domestic, 30 days for international shipments, to file for non-delivery claims. If damaged, you may file a notice of damage with Borderless360 immediately. Concealed Damage* must be reported within 14 days. All claims must be filed within 45 days of shipment to be honoured. All damaged property for which payment (not repair costs), or replacement costs have been made, must, on request, be returned to you. Failure to hold the damaged property until the claim is fully resolved will result in the claim’s being denied.

Refer to our guide How to file a claim for specific instructions on how to report a claim.

To facilitate the claims process, you must provide all necessary documentation as outlined below. Failure to submit required documents within the stipulated time frame may result in denial of the claim.

You will submit a completed service credit claim form, dated correspondence from the consignee / receiving party, proof of damage if applicable and any additional documentation requested to substantiate the loss.

Upon acceptance of your claim and receipt of all necessary documentation, we will promptly notify you of the service credit amount. It is your responsibility to retain this notification, and apply for application of allocated service credits to future services you order from Borderless360.

Allocated service credits hold their validity for a duration of 12 months from the date of allocation. Any unused service credits will expire after this specified period. Additionally, service credits cease to be valid in the event of a stock out. Therefore, timely utilisation is advised to maximise the benefits associated with the allocated service credits. If your account with Borderless360 is terminated or cancelled for any reason, any unused service credits shall automatically be cancelled without any cash out or other financial compensation, and Borderless360 shall not be liable for any cancelled service credits.

Certain events and circumstances may be excluded from coverage. Familiarise yourself with these exclusions to avoid any misunderstandings.

Loss, damage, or non-arrival of any parcel or the contents of said parcel which (is):