1. Claim Information
A) Claim Submission: A Damage claims must be submitted within 24-48 hours of receiving
your package.All claims must be accompanied by a damage claim form which can be found at our
Gladstone Road Freight Terminal, Palmdale location, or via Jot Form link. This form must be filled
out to its entirety and submitted to dtreco@shipxworldwide.com.
B). Visible Damage: If damages are visible, please attach photos and ensure the item is in its
original packaging.
C) Non-Visible Damage: If damages are not visible on the surface, a video must be submitted.
D) Disclaimer: Please note that SHIPX takes no responsibility for electronic items and glass items,
as these may sometimes have manufacturer defects. While we handle all packages with due care
and diligence, and we do not open any packages without a customer’s permission, we are not able
to determine at which point in transit your item was damaged, therefore all electronic and glass
items will be shipped at your own risk.
2.Processing and Investigation - Once all supporting documents and a completed form have been
submitted, we will initiate an investigation period. This process can take up to ten business days.
During this period, we will determine whether damages occurred while in our care or if the item was
damaged beforehand. SHIPX will not be responsible for damages that occur to pallets that were
already assembled upon delivery.
3.Results - After the investigation is complete, we will determine if your item was indeed damaged
while in our care. Based on the results, you will have two options: we can either repurchase your
item or offer store credit. Please note that there are absolutely no cash refunds for damaged items.
Thank you for choosing us as your preferred freight forwarder, where we make shipping easy. We
appreciate your trust in us and are committed to providing the best service possible.
If you have any questions regarding our damaged policy, please feel free to reach out.