To request compensation for a damaged or lost shipment, follow these simple steps:
Log in to your RedBox portal.
Click on Help Center.
Under Support Tickets, click Create Ticket and fill in the required details.
After submitting your request, the investigation process will take 5 to 7 days. If approved, the compensation will be transferred to the sender’s bank account within 14 days.
RedBox can't assume responsibility or provide compensation for loss, damage or delays under the following circumstances:
- Official or Unforeseen Issues: Loss, damage, or delays caused by customs, government authorities, or circumstances entirely beyond our control (e.g., natural disasters, war).
- Incorrect Recipient Details: Delays, damage, or loss resulting from the sender providing incorrect or incomplete recipient information. In these cases, the sender will be charged the full shipping costs.
- Sender Error/Negligence: Issues arising from the sender's negligence, such as poor or inadequate packaging or the failure to use necessary protective labeling (e.g., for fragile items).
- Inherent Product Nature: Damage or deterioration that occurs naturally due to the shipment's inherent nature (self-deterioration).
- Force Majeure: Damage to the shipment or related documents caused by Force Majeure events (unavoidable accidents or acts of God).
- Extended Storage: Shipments held in RedBox warehouses for more than 90 days. These items will be liquidated or confiscated according to postal regulations.
- Failure to Collect: Failure to collect the shipment within the specified storage period or the expiry of the storage duration for perishable items.