Cargo Claims

Before you file

Every shipment is photo-verified at packing and again on arrival at our arrival warehouses, so most discrepancies are caught before delivery. If something still arrives damaged, short, or doesn’t arrive at all, here’s how to report it.

Reporting deadlines

• Visible damage or shortage on delivery — note it on the delivery receipt at the time of handover if possible, and report to us within 3 days of delivery.
• Concealed damage (not apparent until the package is opened) — report within 7 days of delivery.
• Non-delivery / lost shipment — report within 30 days of the original estimated delivery date.

Claims reported after these windows may not be eligible for resolution, since verification against our handling and courier records becomes materially harder the longer the gap.

What to include

• Your tracking ID and the phone number registered to the order.
• Photos of the damaged item and its packaging, if applicable.
• A brief description of what’s missing, damaged or wrong.

How to file

Email contact-us@dotconnectslogistics.com with the details above. We’ll acknowledge your claim and confirm next steps, referencing the packing photos and delivery record already on file for that shipment.

Resolution

Once a claim is filed, we investigate against our own handling records and the carrier’s delivery confirmation. Resolution — replacement, reshipment, or compensation, as applicable — is subject to the liability limits set out in our Terms of Service. A consignment held at customs because it contains a restricted or undeclared item is not eligible for a delay claim under this policy.