In the case of damage, loss, or a missing parcel, you can file a claim with Orange Connex, provided that you meet the following requirements:
- Don't send goods included in our prohibited items list.
- Use proper packaging.
- Prove the value of the goods by providing the commercial invoice of purchase/sale or the purchase ticket/receipt.
- Take pictures of the damaged goods, including the packaging used and label.
- All damage claims must be submitted to Orange Connex Australia in writing within 48 hours after delivery of the shipment.
To submit a claim, go to the Orange Connex Help Centre and select Contact Us to reach our Care Team.
You must always submit the claim with your registered email address. We suggest you pay attention to the required documentation in the claim form. Incomplete or incorrect documentation may delay the compensation process.
OrangePAK parcels are Authority to Leave (ATL) by default. This means your parcel can be delivered without requiring a signature. If you are not home at the time of delivery, our courier partner may leave your parcel in a safe and secure location at the delivery address.
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