Short answer: If your parcel was delivered later than the expected delivery date, or the agreed service wasn't met, you may be entitled to compensation from certain carriers. Compensation and deadlines vary per carrier, see the table below. To submit a claim, create a ticket from your Sendcloud panel.
Explanation: A shipment counts as a late delivery when it arrives after the expected delivery date, or when the agreed service level for that shipping method isn't met. Not every carrier offers compensation for late deliveries, and for the carriers that do, the type of compensation and the deadline to submit a claim vary, see the table below for details per carrier. A claim can only be submitted once the parcel has actually been delivered. It's a request for a refund on a delivery that already took place later than expected, not a way to speed up a delivery that's still in progress. Submitting a claim doesn't guarantee that the carrier will approve it, it only starts the process for a possible refund if your shipment qualifies. To request compensation, create a ticket from your Sendcloud panel so we can start an investigation with the carrier on your behalf. To open a ticket, follow these instructions:
- In your Sendcloud panel, open the Support menu and click +New ticket
- Select the category Submit a request for a parcel
- Select Late Delivery
- Enter the tracking code and click Find my shipment
- Complete the form with as many details as possible and click Send to submit the ticket
| Carrier | Compensation | Deadline to submit a claim |
| UPS | Shipping costs refunded, including VAT, duties, and taxes. Express methods only. | 15 calendar days from the delivery scan |
| FedEx | Shipping costs refunded. Taxes and duties aren't included. First/Priority methods only. | 15 calendar days from the ship date |
| DPD | Refund of the price difference between the service selected and the service received. Time-sensitive methods only. | 14 calendar days from collection |