My item has been damaged or stolen

Please note that this FAQ is meant for Sherpa Users and Businesses. 

As a recipient, any inquiry regarding your delivery is best handled by our Support Team. You can reach us on +61 2 4058 4005 or use the chat option.

In the event of Non-delivery/theft of items (loss) or damage of a shipment caused by a Sherpa Driver Partner, Sherpa will offer shipment coverage up to the value of $300 AUD.  Claims must be filed in line with the below table. 

In the event a claim needs to be lodged, the following steps must be taken by the User before the investigation can commence: 

Email - claims@sherpa.net.au

Please make sure your email includes the following information:

• Delivery ID
• Proof of Damages (Photos - high resolution and different angles if applicable) or,
• If lost in transit, a detailed explanation of the situation
• Copy of invoice showing original cost of goods

We will then proceed with the investigation and will respond to the User within 3 Business Days

Note: If it is determined that the claim has been made incorrectly and the outcome is confirmed that the assigned Courier is not at fault, the Claims Assessor will complete the ‘declined claims form’. A $150 claim fee will be charged inline with Sherpa’s Claims process.