A complaint about the service itself is a different, separate process from a damage or loss claim — with its own filing window and response time.
Cargosender's Terms and Conditions (§2.5.3) set out a specific 'Official Complaint' procedure — separate from a damage or loss claim, which is about compensation for a shipment. A complaint is about the service itself: how an order was handled, communication, or anything else about the process that fell short. It has its own filing window and its own response commitment, distinct from the claims procedure in the Claims Policy.
This page covers only that Official Complaint process. If your issue is damage, loss, or missing items from a shipment, that's a claim — see the dedicated claims guidance instead, since the deadlines and required evidence are different.
Per §2.5.3, the complaint must be submitted using the online form, not just any communication channel.
The terms specify the client's name, Cargosender order number, and relevant case details are all required.
The clock starts from whichever of four events happened most recently — see the list below.
Cargosender states it will respond to the complaint within thirty (30) days of receipt.
Whichever of these four happened most recently is the one the 7 days runs from.
Whichever of these four happened most recently is the one that counts.
A tracking update resets the window, per the terms.
Relevant if there's been no later correspondence or tracking update.
The latest of the four dates is the one the 7 days runs from.
A damage or loss claim has its own separate procedure, evidence requirements, and deadlines, set out in the Claims Policy — not this complaint process.
The 7-day window here runs from the most recent of four specific events, not simply from the delivery date in every case — check which of the four applies to your situation.
This procedure requires the online form specifically — the terms don't describe email or chat as substitutes for filing an Official Complaint.
A claim is about compensation for a shipment that was damaged, lost, or arrived with items missing, and follows the separate Claims Policy. A complaint is about the service itself — how an order was handled — and follows this Official Complaint procedure instead.
Seven days from the most recent of four events: the last correspondence about the order, the last tracking status update, the pick-up date, or the delivery date — whichever happened most recently.
The terms state a response within thirty (30) days of receipt.
For damage, loss or missing items, use the claims process instead of the complaint form.
See the Claims Policy →