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What documents do I need to provide when submitting a claim for loss or damage to a shipment protected under Shield Services?

You need to provide the following documentation:

  • Waybill of shipment, which was lost or damaged.
  • Photographs of damaged shipment, if available.
  • Commercial invoice of items in the lost or damaged shipment. If a pro forma invoice is provided instead of a commercial invoice, then the item will be deemed to be a used second-hand item.
  • Packing list, if available.

Shipments with a declared value of up to USD 10,000 may be covered under the Shield Service.

The fee for the Shield Service is calculated based on a percentage of the shipment’s declared value.

If the shipment covered under the Shield Service is lost or damaged, then you will be compensated only for the declared value of the goods, provided that the claim is admissible, and all supporting documentation indicated in Q5 is submitted.

The Shield Service must be requested by the customer before:
  • The shipment is handed over to Aramex, and
  • The actual damage or loss to the shipment occurs.

Shield service is not available for shipments with no invoice. A commercial invoice or a pro forma invoice must accompany the shipment, and Aramex will determine the declared value of the shipment as follows:

Aramex will evaluate your shipment based on:

  • Shipments with Commercial Invoice: Declared value based on the commercial invoice.
  • Shipments with Pro Forma Invoice: goods will be deemed used items, and value will be determined based on market value or second-hand replacement value, whichever is the lesser.

The presence of an Aramex office in both cities is required; you can check the link: Find Aramex Office

You must present a valid ID if you are collecting your own passport and a family card/book in case of collecting the passport of your child, or an authorization letter signed by the passport holder if you are collecting someone else’s passport.

You’ve got two options for returning a shipment to the shipper. If the shipper provides a return label, simply use it to schedule the pickup, and we’ll collect the shipment from you. If you don’t have a return label, you can create a regular shipping request, enter the receiver’s details, and then arrange the pickup yourself.
Packing your shipments is the shipper's responsibility, so make sure to use the right materials to avoid any damage or mix-ups during shipping. Some packing materials you can use include cartons, bubble wrap, packing paper, foam sheets or inserts, air pillows, corrugated pads, and tape.
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