What is VIAsafe?
VIAsafe is shipment value protection cover from Viabox that provides protection for your goods in transit. It provides the assurance and peace of mind that purchases are protected in the event of loss or damage in transit.
How do I select VIAsafe and how much does it cost?
Selection is easy. Just check the box on the shipment creation page.
The protection premium you pay is 2% of the goods value with a minimum of $5.
My shipment has not arrived and I think that it is lost. What should I do?
Firstly, check the status of your order online by choosing Delivery Status in your account and click on the tracking link for the shipment that you are tracking. Please contact Viabox to investigate any delays on your behalf and we will quickly examine this further for you. If it appears that your shipment is lost, we will advise you to make a claim.
My shipment has arrived damaged. What should I do?
If your shipment arrives clearly damaged, please make a note on the receipt that the courier or other delivery party requires you to sign. Then open the package and carefully check your goods for signs of damage.
If they do prove to be damaged, please complete and return the Viabox VIAsafe compensation claim form together with your original purchase invoice. Please note that you must contact us within 24 hours of delivery.
Don’t forget to keep all damaged goods and their packaging as you may be required to return these to us.
This protection does not cover loss or damage that is caused by:
You own willful misconduct
Ordinary wear and tear
Delay, however caused
Electrical fault or non operation of the goods in the absence of any visible damage
Does VIAsafe cover the late delivery of my shipment?
No, our VIAsafe product does not cover the late delivery of your shipment. We do our very best to ensure prompt delivery of all purchases, however if your shipment has not arrived, check the status of your order online by choosing Delivery Status in your account and clicking on the tracking link for the shipment that you are tracking.
Please contact Viabox to investigate any delays on your behalf and we will quickly examine this further for you. If it appears that your shipment is lost, we will advise you to make a claim.
How do I make a claim?
To file a claim please send us a message on our help desk and one of our customer representatives will send you instructions on how to file a claim.
Customer service is a priority for us and we aim to provide a quick resolution of all claims. We are committed to processing every claim as soon as we possibly can, and will deal with them just as soon as we can. Please note, VIAsafe will only cover the declared amount of the item in question.
Why do I need to keep the packaging?
The damaged packaging provides clear evidence for our claims handlers to assess each issue on a case-by-case basis, and enables a quick resolution for our valued customers.
How do I arrange the return of my damaged goods?
If your damaged goods need to be returned, we will arrange for the collection of any damaged goods from you.
What is the maximum value of shipments that the VIAsafe product will cover?
Your shipment is covered up to a maximum value of US $500 or equivalent currency.
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