Claims guide

At Aramex we understand that a damaged parcel, or non-delivery of one, can happen in our network. You may be entitled to compensation if this should occur.


Claim Application

Claim Application Form

You can download our Claim Application Form and submit this, along with the supporting documentation required, which is outlined below, directly to our National Claims team for processing of your application.

There are two supporting documents that must be included with your application, these are;

  1. A copy of the sales invoice or receipt provided to your customer, OR a copy of your supplier’s invoice to you for the goods you are submitting a claim application for; &
  2. An invoice charging Aramex New Zealand for the cost price of the goods (template available here).


Notification Period

The timeframe for submission of an enquiry into the goods must be within seven (7) days from the date of delivery for any damaged items, and within thirty (30) days from the date of dispatch for any items that have not been delivered. This notification must be made in writing by way of email or online enquiry, and can be done on your behalf by your local Regional Franchise.


Steps to lodging a Claim Application

An enquiry must be submitted either online, through our submission form, via the button below (use the button link there) or via phone or email with your local Franchise branch.

Our customer services teams will then investigate and do their best to locate and deliver the goods. If we are unable to do this for you, it is time to submit a claim application form and our teams will notify you when to submit an application. You can download a form.

Once a completed claim application form has been sent and our team have begun to work on it, we will send you a notification via email. Once you receive this, we aim to have an outcome notification email sent to you within ten (10) working days, however, this may extend due to the quality of information provided and the complexity of any claim.



As per our Conditions of Carriage and in line with the Contract and Commercial Law Act 2017 Aramex New Zealand’s limited liability extends to a maximum of $2,000.00 including GST and freight costs.

Our Limited Liability Cover does have some exclusions, such as;

Size – your item must not exceed 2.4metres in length (or 1.5metresfor items addressed as a rural delivery) or exceed a dead or cubic weight of 25kg.

Nature of goods – Some items are not accepted for carriage, these include livestock, vehicle windscreens, ceramics, porcelain, cash or other similar valuables, antiques, memorabilia and works of art.

Please refer to our Conditions of Carriage, clause 14 for full information on coverage of goods.



Payment will be made to your nominated bank account within four weeks of your claim being accepted.


Lodge an Investigation