How do I file a claim?

• Lost, Stolen, or Misdelivered Packages   GoBolt Parcel, 3rd Party Carrier

• Damaged Packages   GoBolt Parcel, 3rd Party Carrier

• Delayed Deliveries   GoBolt Parcel, 3rd Party Carrier

  • 3rd Party Carrier: Some carriers offer service guarantees for their express services. 

  • GoBolt Parcel: When the package contains perished goods and must be delivered within 48 calendar hours.* 

• Order Issues  GoBolt

  • Mispick: GoBolt shipped the wrong item(s) to a customer.

  • Overpick: GoBolt shipped too many of the correct item(s) to a customer. 

  • Underpick: GoBolt didn't ship enough of the correct item(s) to a customer.  

  • Wrong Carrier Selection: GoBolt chose the wrong carrier to ship the order with so a replacement order was created. 

• Lost Inventory  GoBolt

• Damaged Inventory  GoBolt

For lost, stolen, or misdelivered packages, damaged packages, or delayed deliveries, please file claim via our live chat or our submit a claim form in our help centre.

Make sure you provide:

• Carrier

• Tracking Number

• Order Number

• Reason for Claim

• Invoice displaying the cost of goods sold i.e. COGS*

• Photos of damages (if applicable)

*The proof of cost must only represent the manufacturing cost of the item(s) lost or damaged. We will not credit taxes, fees, or shipping/import costs.

Important: Insufficient supporting documentation may result in processing delays or denial of your claim altogether

For order issues like mispicks, overpicks, or underpicks, please reach out to our team via live chat for assistance.

Make sure you provide:

• Order Number

• Photos of any items that were incorrectly sent (if applicable)

For order issues like the wrong carrier was initially selected, no claim submission is required. These issues are immediately caught by the GoBolt team and rectified before the order is shipped out. An email will still be sent to the main point of contact for that account so the relevant stakeholders are aware of the error, and most importantly, the new tracking number. 

In these instances, the total delivery fee and total pick fee of the original order will be credited on your next invoice.

For lost or damaged inventory found at a GoBolt warehouse, no claim submission is required as these issues are directly flagged by the GoBolt team. In these instances, the cost of goods sold, which we require proof of*, will be credited on your next invoice. 

*The proof of cost must only represent the manufacturing cost of the item(s) lost or damaged. We will not credit taxes, fees, or shipping/import costs.

Please note that any missing or damaged inventory flagged during the receiving process will not be eligible for a credit. 

Any claims for lost, stolen, or misdelivered packages, damaged packages, or delayed deliveries must be submitted within 30 days of the shipped date, unless the shipping carrier is FedEx. FedEx claims must be submitted within 21 days of the shipped date.

Claims for order issues like mispicks, overpicks, or underpicks, must be submitted within 30 days of the shipped date as well.

Assuming all supporting documentation was provided at the time of claim submission, 3rd party carrier claims can take up to 6 weeks to receive a verdict from the carrier, which the Support team will immediately relay to you via email, whether denied or approved. 

GoBolt Parcel claims will be approved or denied within 3 business days and GoBolt claims for order issues within one business day. 

For approved claims on lost, stolen, or misdelivered packages, and damaged packages, the total delivery fee, as well as up to $100* in cost of goods sold (COGS) will be credited on your next invoice. Please note PARCLL claims are only credited up to $50 in COGS.

*Local currency | More insurance can be paid and selected within order creation

For approved claims on delayed deliveries, the total delivery fee will be credited on your next invoice. If the carrier was GoBolt Parcel, the pick fee and cost of goods sold (COGS) up to $100* will be credited on your next invoice as well for perished goods. 

*Local currency

For approved claims on order issues like mispicks, overpicks, or underpicks, the total delivery fee and total pick fee of the replacement order will be credited on your next invoice. If a return shipping label was also generated, the total delivery fee and total pick fee of that return will be credited as well.