How do I report a damaged, lost, missing, or stolen package and submit a claim?

If your shipment arrives damaged or is lost, a claim may be submitted for review.

Required Information

Please provide the following:

• Tracking number
• Proof of value or invoice (non-commercial invoice)
• Photos of damaged items (if applicable)
• Photos of packaging materials (if applicable)
• Description of the damage (if applicable)

Steps to Submit a Claim if Damaged

1. Document all visible damage immediately.
2. Keep all original packaging materials.
3. Contact Customer Support or submit a claim online.
4. Provide all required documentation.
5. Await claim review and investigation.

Steps to Submit a Claim if Lost

1. Contact Customer Support at service@reliablelogistics.ca or submit a claim online.
2. Provide all required documentation.
3. Await claim review and investigation.

Important Notes

• Claims should be submitted as soon as possible after delivery or as soon as the package is deemed to be lost.
• Failure to retain packaging materials may impact claim review for damaged packages.
• Additional documentation may be requested.

Claim Review Timeline

Claim timelines vary depending on shipment complexity and documentation completeness. If your claim is approved refunds are typically processed within 30 days of the investigation’s conclusion. You will receive notification once the refund has been issued.

Frequently Asked Questions

Q: Why do you need the non-commercial invoice?
A: The carrier requires this document to open a formal investigation and confirm the parcel details.

Q: What happens if the parcel is found and redelivered?
A: In this case, the claim will be marked as Denied, as the issue has been resolved through delivery correction.

Q: What if I don’t have a non-commercial invoice?
A: Please contact Customer Support at service@reliablelogistics.ca for guidance on acceptable documents.