Four different processes, four different clocks — damage claims, loss claims, official complaints and cancellations each run on their own timeline.
Several different Cargosender processes each carry their own deadline, and it's easy to apply the wrong one. This page collects them in one place, each sourced to the specific document that actually governs it — the published Claims Policy for damage and loss claims, and the Terms and Conditions for the Official Complaint and cancellation processes, since the Claims Policy doesn't cover those.
A note on sourcing: Cargosender's general Terms and Conditions (§2.5) describe damage and loss reporting in broader terms than the dedicated Claims Policy does. Where the two differ, this page follows the Claims Policy, since it's the specific, more recently dated document governing claims — but the difference itself is worth knowing about rather than glossing over, which is why it's noted here plainly.
Each card names the deadline and the specific document it comes from.
At the moment of delivery, before you sign. Source: Claims Policy §E2.1.
Within 7 calendar days of delivery. Source: Claims Policy §E2.2.
Once delivery is overdue beyond a reasonable period — the policy names 28 calendar days as the typical point a shipment is treated as lost. Source: Claims Policy §E3.
Within 5 business days. Source: Claims Policy §E5.
Within 7 days of the most recent of: last correspondence, last tracking update, pick-up date, or delivery date. Source: Terms and Conditions §2.5.3.
Within 30 days of receipt. Source: Terms and Conditions §2.5.3.
Any time before the shipment is handed to the logistics provider — only refundable with Flexible booking, and only before the first pick-up attempt. Source: Terms and Conditions §2.4.
Within 30 days of Cargosender notifying you of approval. Source: Terms and Conditions §2.4.
A claim (compensation for damage or loss) and a complaint (about the service itself) are different processes with different deadlines — filing one where the other applies can cost you the window.
Cargosender's own Terms and Conditions (§2.5) and its separate Claims Policy describe damage and loss reporting slightly differently — this page uses the Claims Policy's figures for claims specifically, since it's the dedicated current document, and flags the discrepancy rather than picking silently.
The 7-day complaint window and the 7-calendar-day concealed-damage window look similar but are not the same clock, are triggered by different events, and belong to entirely different processes.
No — they're separate processes. A concealed-damage claim must be reported within 7 calendar days of delivery per the Claims Policy; an Official Complaint about the service must be filed within 7 days of a different trigger event (the most recent correspondence, tracking update, pick-up date, or delivery date) per the Terms and Conditions. Similar numbers, different clocks.
Because Cargosender's own Terms and Conditions and its separate, more specific Claims Policy describe damage and loss reporting windows somewhat differently. This page follows the Claims Policy for claims, since it's the dedicated current document, and notes the discrepancy rather than hiding it.
The relevant policy states late notification or late filing may result in a claim or complaint being declined or rejected — see the specific claims or complaint guidance for what evidence and steps protect your case before that point.
Don't wait to check the exact deadline — start the relevant process today.
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