Claims and Liability Policy

We handle every delivery with care, but if something is lost or damaged, this policy explains what is covered and how to make a claim. It is part of our Terms of Service.

What is covered

• Included coverage: every delivery is covered for loss or damage up to $100.
• Declared value: for items worth more, declare the value when you book and pay the extra coverage charge shown ($1.50 for each $100 declared above the included $100). Coverage is then up to the declared value, to the maximum shown at booking.
• We pay the lower of the declared value and the item's actual value: what it costs to repair or replace it, not including profit or taxes you can recover.

What isn't covered

• Items that were packed poorly for normal handling
• Prohibited or restricted items sent without our approval
• Damage to packaging only, when the contents are fine
• Losses caused by a delay, such as missed deadlines or lost sales (see Late deliveries below)
• Indirect losses, such as lost profit or business interruption
• Items left as instructed in a safe place, with photo proof of delivery

How to make a claim

1. Tell us quickly. Report visible damage within 2 business days after delivery, and a missing delivery within 7 days after the promised delivery time. Call +1 905 975 6362 or email info@toppingcourier.ca with the tracking number.
2. Send your claim within 30 days, with:
   - the tracking number;
   - a description of the loss or damage;
   - photos of the item and its packaging;
   - proof of value (invoice, receipt or repair estimate).
3. Keep the item and packaging until the claim is settled. We may ask to inspect them.

What happens next

We review every claim and answer within 30 days of receiving the complete claim. If the claim is approved, we pay by the original payment method or as a credit on your account, as you prefer. If the claim is declined, we explain why in writing.

Late deliveries

If a delivery arrives after its promise for reasons within our control, contact us within 7 days and we will refund the delivery charge for that delivery. This doesn't include extras or coverage charges.

Questions

Contact us at info@toppingcourier.ca or +1 905 975 6362.