Smart Send will provide to the Customer a limited guarantee against loss or damage to Goods during the carriage for which it is liable including while the Goods are in the control and/or possession of Smart Send or their contractors and agents for the purpose of the carriage, subject to the terms and conditions set out hereunder, hereinunder referred to as the Smart Send Transport Assurance Warranty.

The Smart Send Transport Assurance Warranty applies by default to every consignment booked for Carriage with Smart Send couriers, to a limit of $250, with the ability for the customer to purchase Extended Warranty up to a maximum of $20,000 of protection. Shipments with BYO Carriers (e.g. MyPost Business) are not covered.

The Smart Send Transport Assurance Warranty is in place from when the Goods are first moved outside of the premises at which loading takes place for the purpose of being immediately loaded onto the conveying vehicle, ending when the Goods are last moved when being delivered at the destination point associated with the freight booking, or any earlier point where the ordinary course of transit has been interrupted.

In the circumstances where the loss or damage to Goods is partly caused by an event or incident that is the responsibility of Smart Send under these terms and condition, but also partly caused by an event outside its reasonable control, Smart Send will assess the extent to which its actions or inactions have caused or contributed to the loss or damage suffered by the Customer and the extent to which the loss or damage was caused by something that was not within the control of Smart Send (i.e. a natural disaster event). Claims under the Smart Send Transport Assurance Warranty will be assessed on this basis and an offer to compensate the Customer will be made for the share of responsibility that Smart Send has for causing or contributing to the loss or damage.

The 'Transport Assurance Warranty' is not available for the following types of goods ('Excluded Goods'):

• Furniture, bedding (unless sent in custom made cartons/flat packs)
• Unpackaged goods
• White and Brown or Household Electrical goods (unless they are new and in their original packaging and box)
• Artwork, paintings, antiques, vases/porcelain, ceramic/tiles and sculptures (unless pre-approved by Smart Send and sent from a business experienced in despatching these products)
• Goods containing glass
• Commercial bulk dangerous goods
• Explosives
• Bloodstock and exotic bird
• Currency of all descriptions
• Live plants and trees
• Motor vehicles
• Household goods removals (including all personal effects)
• Any goods with existing damage or in poor condition
• Vanities/toilet suites, etc
• Frozen or chilled meat, seafood or foodstuffs
• Precious metals and stone, money, bullion, cheques, credit or other card sales vouchers, securities, shares, bonds, deeds, bills of exchange or any document that represents money

All goods must be suitably packaged for transport; insufficient packaging will void a claim. * Please also see our "FAQ"" and "How do I Package or Describe my Goods" sections for advice on how to package goods correctly and other goods we will not transport. If you are still uncertain, email us at sales@smartsend.com.au. Claims will only be paid if goods are packaged appropriately and the Smart Send consignment-label is firmly stuck on the goods.

Under-declaring the value of the goods: you must declare the full 'wholesale value' of the goods transported. If you declare a value that is less than the actual value of the goods and a claim is made by you, your claim will not be paid due to the under-declared wholesale value entered.

For example: if the wholesale value of your shipment is $300 and you do not enter $300 into the Transport Assurance field when obtaining a quote and completing a booking, the complimentary $250 Warranty on all bookings will not be paid in the event of a claim is made for that shipment.

If however, the wholesale value of your shipment is $200 for example, then the complimentary $250 Warranty would cover your shipment and if a claim is made then the $200 would be paid. In this situation you do not need to enter a value in the Transport Assurance field as the $250 Warranty is complimentary and available on all Smart Send shipments.

Please note - you must be able to substantiate the value of the goods via a wholesale invoice from a supplier or other documented proof of the value of the goods (e.g. proof of manufactured cost).

A receiver signature on either a Proof of Delivery copy of the consignment-label, a sub-docket or an 'electronic signature' signifies the goods were delivered in full and not damaged in any way. If the goods are damaged the receiver must make a note stating this on the Proof of Delivery. If they have any doubts they MUST sign 'Pending Inspection'. If a 'non-Receipted Delivery' service is chosen and goods are left at the delivery address by the delivery driver (due to a receiver being unavailable to sign for the goods), this will also deem the goods to be delivered in full and not damaged in any way. Claims are limited to loss of or damage to the Goods only, and for losses that were partly or wholly caused by events or incidents within the reasonable control of Smart Send (including actions or inactions by Smart Send and its agents) but does not cover any delay, missed delivery slot, indirect loss, loss of market value, or consequential loss or damage suffered by the Customer as a result of loss or damage to the Goods.

The maximum amount that may be claimed from Smart Send under the Smart Send Transport Assurance Standard Warranty is the lesser of $250 or the cost price of the Goods, as supported by documentary evidence acceptable to Smart Send (for example copy of the supplier's invoice or evidence of actual cost of manufactured goods).

The maximum amount that may be claimed from Smart Send under the Smart Send Transport Assurance Extended Warranty is the lesser of the Extended Warranty tier purchased or the cost price of the Goods, as supported by documentary evidence acceptable to Smart Send (for example copy of the supplier's invoice or evidence of actual cost of manufactured goods).

GST and freight charges relating to the consignment covered by the Smart Send Transport Assurance Warranty shall not be included in the calculation of any amount payable under the Warranty in respect of the Goods. Any payment by Smart Send arising out of any Claim made by the Customer will be exclusive of GST. Where a Claim has been paid in full for goods damaged, Smart Send reserves the right to take possession of the Goods as salvage or to dispose of such Goods as it sees fit.

Smart Send Transport Assurance Warranty Exclusions

Smart Send will not be liable for any Claims made by Customers in any of the following circumstances:

1. Above the $250 limit under the Smart Send Transport Assurance Standard Warranty, where the Customer has not paid the Extended Warranty charge applicable to a claim;
2. Where the Customer is not the account holder with Smart Send;
3. Where the Customer fails to submit the Claim to Smart Send within the relevant time limits set out below;
4. Where the Goods consigned are Prohibited Items or Excluded Goods (listed above on this page) also including each of the following items:- currency; dangerous goods (unless pre-approved by Smart Send in writing); negotiable instruments; drugs; weapons; living animals or plants; cigarettes, tobacco and tobacco related products; valuable documents; personal effects or items of sentimental significance; and irreplaceable items.
5. home removals or any transit involving moving household goods from one residential property to another residential property;
6. perishable items or items requiring refrigeration or a temperature-controlled environment;
7. Where the Goods have not been packed in the original manufacturer's packaging or the equivalent, and/or in the reasonable opinion of Smart Send the packaging of the Goods did not comply with our Packaging Guidelines or other industry standard relevant packaging guidelines to the nature of the Goods or is otherwise of an insufficient standard to withstand the transit of the Goods;
8. Where Goods were not adequately labelled or no label exists on the consignment;
9. Where the Goods cannot be readily identified, including any identifying marks, serial numbers or other identifying codes, to establish what was damaged;
10. Where the Goods are determined by Smart Send to have been defective prior to the Carriage;
11. Where damage or loss to the Goods is attributable to electrical, chemical or mechanical failure or other operational defect in the Goods could not, in the reasonable opinion of Smart Send, have been caused by the Carriage;
12. Where damage or loss to the Goods is attributable to wear and tear, ordinary leakage, ordinary loss in weight or volume or inherent defect or vice of the Goods;
13. Where loss of or damage to Goods occurs, or Smart Send fails, delays or is unable to carry out its obligations under this contract, due to strikes and / or lockouts (whether of Smart Send's own employees or those of others and whether or not Smart Send could have avoided the same by acceding to the demands of the employees responsible for such action), any impacts of a communicable disease, weather events, war, terrorism, warlike acts or threats (including the use of weapons), cyber-attack, expropriation, embargo, litigation, acts of government or any agency instrumentality or any political subdivision thereof or any other cause beyond the control of Smart Send;
14. Where the delivery address is a post office box, a roadside drop or postal mailbox and Smart Send considers this means the consignment could be reasonably accessible by someone other than the intended recipient/addressee of the consignment.
15. Shipments with BYO Carriers (e.g. MyPost Business)

Amendments to Terms and Conditions of Contract

Smart Send reserves the right to amend these terms and conditions of contract from time to time, without prior notice to the Customer.

Making a Claim:

If Loss occurs, a ticket must already be raised with Smart Send (via the SUPPORT button on our site or by emailing support@smartsend.com.au) to discuss the incident so we can try to rectify the issue with the carrier before a claim can be made. Once Smart Send customer service staff advise the carrier has exhausted all efforts to locate the goods, then you can proceed and lodge a claim for loss.
The claim must then be made within 14 days.

If Damage occurs, you need to make a claim within 48 hours of the incident occurring.

If we do not receive a claim within these time periods, the Transport Assurance claim will be void.

To Lodge a Claim:

Log in to your VIP Account and access the 'Transport Assurance Claims' menu and follow the instructions.

You can only make one claim per consignment. Freight charges paid for the shipment are not included in the claim and only the wholesale value of the goods sent can be claimed.

Once approved, claims will generally be paid within 14 days and funds can be either deposited into your Smart Top-up account or a Bank Transfer (EFT) at your preference.

The "Transport Assurance" Conditions should be read in-conjunction with the standard Smart Send Terms & Conditions.