Dispute Resolution

1. Missing or Damaged Items

At ShipNK, we strive to ensure every package arrives safely. However, loss, damage, missing contents, and delivery disputes must be reported under the claim rules below. ShipNK's customer claim deadlines apply even if a third-party carrier, merchant, insurer, or receiving partner has a different deadline, unless ShipNK confirms an extension in writing.

• Inspection: We inspect packages upon arrival at our United States or United Kingdom receiving facility. If an item arrives visibly damaged from the merchant or inbound carrier, we may document the condition and notify you.
• Evidence: You must preserve the item, outer packaging, inner packaging, shipping label, invoice, proof of value, photos, and any packing slip until the claim is closed.
• Late claims: Claims may be denied if they are reported late, if packaging was discarded, or if the item was used, installed, repaired, resold, altered, discarded, or moved to another carrier before ShipNK could review it.

2. Claim Deadlines by Situation

• Package arrived damaged at an overseas warehouse: If visible damage is identified when the package reaches a ShipNK United States or United Kingdom receiving facility, you must provide requested invoice, merchant, return, or claim instructions within 7 calendar days after ShipNK's notice. Damage before ShipNK receives the package is generally a merchant or inbound carrier issue.
• Item disappeared while at ShipNK: If a package was recorded by ShipNK and later cannot be located before export, pickup, delivery, return, or disposal, you must submit a claim within 14 calendar days after ShipNK confirms the package cannot be located or should have been available for action.
• Package damaged internationally: Damage after international transport must be reported at pickup or delivery where reasonably possible, and no later than 48 hours after pickup or delivery.
• Package lost internationally: International loss claims must be submitted within 14 calendar days after ShipNK confirms the shipment is lost, or within 14 calendar days after the shipment should reasonably have been available for pickup or delivery based on ShipNK's records.
• Last-mile damage: Visible damage during Jamaican home or business delivery must be noted with the driver where possible and reported within 48 hours after delivery.
• Last-mile loss: If delivery records show delivery but you dispute receipt, you must report the issue within 7 calendar days after the delivery confirmation.
• Missing contents: Missing-content claims must be reported within 48 hours after pickup or delivery, with the merchant invoice, order confirmation, packing slip if available, photos of all packaging, and photos of all items received.
• Concealed damage: Damage not reasonably visible at pickup or delivery must be reported within 48 hours after discovery and no later than 7 calendar days after pickup or delivery.
• Inbound package never appeared in your ShipNK account: If an inbound carrier marks a package delivered to a ShipNK receiving address but it never appears in your account, you must report it within 30 calendar days after the carrier's delivery scan.

3. Liability Limitations

Any liability for damage or loss caused after delivery to ShipNK is limited to the lesser of either the declared value, proof of purchase price, or the specific commodity liability limit.

ShipNK is not liable for:

• Damage caused to items before delivery to our facility.
• Items that are prohibited or restricted by customs.
• Delays caused by customs clearance or force majeure events.

4. Billing Disputes

If you believe there is an error on your invoice or shipping charges, please contact our support team within 7 calendar days after the invoice date or before package release, whichever occurs first. We will review the weight, dimensions, and service selection to verify the accuracy of the billing.

5. Resolution Process

We aim to resolve all disputes amicably and efficiently.

• Step 1: Contact customer support at support@shipnk.com with your tracking number and details of the issue.
• Step 2: Our team will investigate and respond within 3-5 business days.
• Step 3: If a refund or credit is approved, it will be processed to your original payment method or as store credit.

6. Governing Law

These terms and any disputes arising from your use of ShipNK services shall be governed by the laws of Jamaica.