Inspect the package at handoff and document any damage or missing contents with the courier before accepting the parcel.
Complete every action while the courier is present: inspect first, prepare the reports, and then send the documents to Polar Express.
When you receive the parcel, inspect it carefully on every side.
After receiving the carrier’s statement, tell the courier that you want to open the parcel and inspect its contents.
The courier must complete an inspection report that includes their position and full name, as well as the name, value, and quantity of every damaged or missing item. The courier must sign the report.
If there is no package deformation or clear sign of unauthorized opening but you suspect that the parcel weighs less than indicated, re-weigh it if possible.
Tell the courier that you want to open the parcel and inspect its contents. The courier must prepare an inspection report stating that it was requested by the customer, that there were no claims about the box’s external condition, and which goods were not found inside.
Once the documents have been prepared, report the missing goods to Polar Express.
Polar Express will conduct the investigation and handle compensation. Claims are reviewed within 30–60 days.
Get a warehouse address, place your purchases, and track the parcel through final handoff.
Stay on top of parcel statuses, warehouse updates, and shipping steps in the Polar Express app.
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