Legal
Refunds and Claims
What to do when a shipment is delayed, lost or damaged, how claims are assessed, and when a refund applies.
Last updated: September 2026
Cancellations and refunds of shipping charges
A booking can be cancelled free of charge at any time before pickup or drop-off, and the shipping charge is refunded in full to the original payment method within 5 business days. After pickup the shipment can be returned to the sender at the applicable rate; the original charge is not refundable.
If we fail to deliver an Express shipment within the quoted transit time for reasons within our control, the difference between the Express and Standard charge is refunded on request. Delays caused by customs, weather, incorrect addresses or the recipient are excluded.
Damaged shipments
Report damage within 30 days of delivery. Keep the item and all packaging until the claim is settled, and send photographs of the outer box, the inner packaging and the damaged item together with the tracking number and the original invoice or proof of value to claims@trackfix.com.
Lost shipments
A shipment is considered lost when it has not been delivered 10 business days after the estimated delivery date for domestic shipments, or 20 business days for international shipments. We open a trace with the carrier as soon as a shipment is overdue; you can file the claim once the lost threshold is reached.
How claims are assessed
We acknowledge a claim within 2 business days and aim to settle it within 30 days. We may ask for further evidence of value or condition. Settlement is for the lesser of the declared value, the repair cost or the replacement cost, plus the shipping charge for lost shipments. Standard liability without declared-value insurance is limited to USD 100 per shipment; declared-value insurance raises the limit to the amount declared.
What is not covered
Claims are not payable for items packed inadequately for the mode of transport; prohibited or restricted items shipped without disclosure; consequential losses such as lost sales or profit; delays; and shipments where the recipient signed for the goods in good condition without noting damage, unless concealed damage is reported within 7 days.
Duties and taxes
Import duties and taxes are charged by the destination country and are not refundable by Track Fix. Where goods are returned, some countries allow duty refunds; we will assist with the paperwork on request.
How to file
Email claims@trackfix.com with the tracking number, a description of the problem, photographs where relevant and proof of value, or use the contact form and choose “Claim or refund”. We will confirm receipt and next steps.