Loss, Damage, Delay & Claims Policy

Report concerns promptly

Inspect the package at collection or delivery. Report visible damage, missing contents or a package-condition concern as soon as reasonably possible through Customer Portal support.

Evidence that may be required

• Tracking or Mile “I” package number.
• Purchase invoice and proof of value.
• Photographs of the item, packaging, labels and damage.
• Payment receipt and a clear description of what happened.

Keep the item and packaging until the review is completed.

Investigation

We may review warehouse records, package photographs, shipment and carrier records, customs information, pickup or delivery evidence and communications.

Possible outcomes

An outcome may include repair, replacement, account credit, refund, approved compensation or a written rejection with reasons, depending on the facts, applicable law, carrier terms and insurance. No fixed compensation limit is stated on this website unless formally approved and published.