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What happens if my inventory gets lost during transit?Updated an hour ago
PUSHAS does not insure inventory in transit, in either direction. If a parcel goes missing on a PUSHAS label we will open an investigation with the carrier and work it with you, but PUSHAS is not liable for inventory lost before it reaches us or after it leaves us. Sellers who want cover buy their own labels with their own insurance.
There are deadlines attached to raising a claim. They are below, and they are short.
Who carries the risk?
You do, until your inventory is received and accepted at a PUSHAS distribution centre. Once it is accepted, it is ours to look after.
Inventory on its way to PUSHAS
If a parcel goes missing on its way to us on a PUSHAS label, we will open an investigation with the carrier and help you push it toward a resolution.
PUSHAS is not liable for the inventory. The investigation is us helping you pursue the carrier, not us standing behind the loss.
Inventory on its way out
The same applies to inventory leaving us, whether it is a withdrawal coming back to you or a item sold to a private buyer, shipped on a PUSHAS label.
We will open an investigation with the carrier. PUSHAS does not provide insurance on items in transit in either direction.
How do I get my inventory covered?
Buy your own labels, with the level of insurance you want, from a carrier of your choosing. That is the only way to hold cover on a shipment.
Worth weighing every time you send something valuable. A subsidised label saves you money on the freight. Your own insured label protects what is in the box.
Two deadlines that decide whether we can help
Read these before you ship anything, not after something goes missing. The first one starts the moment a piece sells.
- Within 2 business days of your sold email, give us the tracking number through the Seller Platform. Without it we have nothing to trace.
- Within 5 business days of tracking showing Delivered, email [email protected] if the piece has not been received or paid.
Carriers hold investigation windows of their own, and they close. A claim raised late is often a claim that cannot be made at all, no matter how clear the facts are.
How do I start an investigation?
Email [email protected] with:
- The sold SKU
- The tracking number
- A copy of the label used
Send it within 5 business days of the tracking status showing Delivered.
My tracking says delivered, but nothing has happened
Email [email protected] and we will look into it.
Sometimes a parcel is scanned as delivered before it has been processed at the distribution centre, and it turns up. Sometimes it does not. Either way, raise it inside the five day window rather than waiting to see.
What if I missed the deadlines?
Tell us anyway.
Where the steps above have not been followed, PUSHAS reviews each case individually and works with sellers to reach a fair outcome. That is not a guarantee, and it is a worse position to be in than a claim raised on time, but a late claim is better than no claim.