Refund & Claims Policy

This policy explains how 5Staz Delivery handles refunds, claims for lost or damaged packages, and delivery failures.

Cancelled Deliveries

If you cancel a delivery before pickup has been scheduled, you may be eligible for a full refund. Once a package has been picked up, refunds are subject to the delivery status and circumstances.

Failed Deliveries

If a delivery fails due to our error (for example, incorrect routing or driver unavailability), we will reschedule the delivery at no additional cost or issue a refund at our discretion.

Lost Packages

If your package is lost in transit, you may file a claim through our customer support. Claims must be submitted within 30 days of the scheduled delivery date. Approved claims are compensated based on the package value and service type, subject to maximum liability limits.

Damaged Packages

If your package arrives damaged, please report it within 48 hours of delivery with supporting evidence (photos, proof of delivery). We will investigate and process eligible claims for compensation.

How to File a Claim

Submit a support ticket through our Help & Support page with your tracking number, a description of the issue, and any supporting evidence. Our customer care team will review your claim and respond within a reasonable timeframe.

Exclusions

Refunds and claims may be denied for packages containing prohibited items, inadequate packaging, or where the sender provided inaccurate delivery information.

Contact

For refund and claim enquiries, contact our support team via the Help & Support page or info@5stazdelivery.com.