Massood Logistics Claims Policy

For questions or assistance, please contact our Dedicated Claims Department at [email protected] or fill out our Contact Form. Please include the word “CLAIMS” in the message line.

1. Proof of Delivery (POD) Policy

Once the delivery recipient signs the Proof of Delivery confirming that no damage occurred to the merchandise or property, Massood Logistics cannot honor any claims for damage, loss, or property issues reported afterward.

2. Claim Submission Timeline

All claims must be submitted within 5 business days of delivery. Claims must include:

• Photographs of the damage
• Surrounding area and packaging
• Shipment and delivery details

Claims received after this 5-day window will not be eligible for compensation.

3. Fragile Item Policy

Massood Logistics cannot accept claims for products made of inherently fragile materials, including:

• Glass
• Mirrors
• Marble
• Ceramics
• Tile
• Rugs or carpets
  Additionally, we do not deluxe light-colored or fragile upholstery.

4. Insurance Coverage Limits

• Claims are only eligible up to the insured value declared at time of booking.
• Maximum claimable value is $5,000 per order.
• Insurance limits may be increased during booking, up to the $5,000 cap.
• Any product for which a claim is paid becomes the property of Massood Logistics.

5. Concealed Damage

If Massood Logistics is only responsible for shipping to a final mile terminal (not delivery), we will only honor claims where clear and documented damage to packaging exists. Concealed damage without external packaging issues will not be covered.

6. Right to Repair

Massood Logistics reserves the right to attempt repair before a replacement is authorized.

• If the item cannot be repaired or the repair fails, a replacement may be approved.
• The shipper must notify Massood Logistics of any replacement costs.

7. Repair Timeline

We are allotted 14 business days to attempt a repair. If repairs do not take place within that window:

• The shipper may proceed with ordering a replacement.
• The shipper must notify Massood Logistics and submit wholesale replacement cost details.

8. Loaner Deliveries

If the shipper requests delivery of a damaged item as a temporary loaner:

• Massood Logistics is not responsible for the cost of the replacement.

9. Product Inspection

• Pre-Delivery: We inspect orders 24 hours prior to scheduled White Glove delivery.
• Upon Arrival: Inspections at final mile terminals are available by request only and must be selected (and paid for) at time of booking.

10. Service Level Limitations

Unless there is visible and documented damage to packaging:

• Claims cannot be honored for service levels including:
  • White Glove
  • Threshold
  • Business-to-Business (B2B) Delivery

11. Indirect Damage Disclaimer

Massood Logistics is not liable for:

• Indirect damages
• Loss of profits or business
• Delays or inconveniences outside of direct, documented product damage or loss

12. Claim Compensation

Approved claims will be credited in the form of shipping credits toward future orders booked with Massood Logistics.
We do not issue claim compensation via:

• Check
• Bank transfer
• Credit card refund
  Exceptions may apply in rare or extenuating circumstances.

13. Unpackaged Products

For unpackaged items picked up by Massood Logistics:

• Claims will be evaluated at Massood’s sole discretion
• Full replacement value is not guaranteed, even if additional insurance is purchased

14. Freight Delays

Please note: Insurance coverage does not include freight delays.