Insurance & Refund Policies
Clear, transparent protection and refund terms aligned with global logistics standards.
Cargo Insurance
Coverage for loss or damage in transit. Policies can be all-risk or named-perils, depending on shipment value and route.
Refund Eligibility
Refunds apply for non-service, double charges, or service failures within defined SLA windows. Processing typically within 7–10 business days.
Documentation
Claims require a commercial invoice, packing list, photos of damage, delivery note, and incident report where applicable.
What’s Covered
- Physical loss or damage during transport (origin hub to delivery)
- Pilferage and partial loss when sealed and documented
- General average contributions
- All-risk coverage when explicitly selected and paid
Exclusions
- Inadequate packaging, inherent vice, or manufacturer defects
- War/strikes/riots unless a rider is purchased
- Prohibited or undeclared dangerous goods
- Delay-only claims without physical loss
1) Notify Within Timelines
Report loss/damage within 3 days of delivery (air/parcel) or 7 days (ocean/ground) with photos and delivery notes.
2) Submit Documentation
Provide invoice, packing list, waybill, inspection photos, and incident statement. Our team guides you through missing items.
3) Assessment & Settlement
We coordinate with carriers/insurers to assess and settle. Typical timelines: 10–20 business days after complete file.
Refund Policy
- Full refund for orders cancelled before pickup confirmation.
- Partial refund (minus handling) for cancellations after pickup but before linehaul.
- Service failure refunds issued when SLA breach is verified.
- Refunds are returned to original payment method within 7–10 business days after approval.
Do I need insurance?
We recommend insuring any shipment whose value is material to your business. Carriers limit liability per kg/parcel unless additional coverage is purchased.
How is the premium calculated?
Premiums are typically a small percentage of declared value, with minimums by route and mode. High-risk routes may carry surcharges.
What if my shipment is delayed?
Delay-only is not insurable by default. However, SLA refunds may apply depending on the service level you selected.
How do I start a claim?
Email us at claims@jpeglogistics.cc with your tracking number, photos, and invoice. We’ll acknowledge within 1 business day.
Need tailored coverage?
Our team can advise on coverage limits, exclusions, and riders for your routes and cargo types.
Talk to an Expert