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CLAIM AND REFUND PROCESS

1. Features

File Claims

Begin your claim process by completing the online claim form, either as a guest or after you log in to ship.kart2door.com when you file online, you can request to receive periodic email updates on the status of your claim. If you choose to log in, we'll use information from your shipping record to pre-populate portions of your claim form. You can also attach and submit your supporting documents* (if required) online, together with your claim.

View My Claims

View and obtain updates on the status of your claim online throughout the claim process. You can also cancel or view the details for the claim form that you submitted online.

Reports

View and download your claim reports in various formats. You can access reports on your claim up to 12 months after your claim has been filed. You can also view the details for the claim form that you submitted online.

Attach Additional Documents

For your convenience, you can attach additional supporting documents* without logging in to K2D Claims Online. This option is useful if you are not ready to submit your supporting documents at the point of filing your claim.

Claim Payment Types

You can request to receive claim payments by Electronic Funds Transfer (EFT) or by check.

Claim Preferences

Manage or invite new users to access your account for claim filing, status, and reports. You can also specify a new administrator for your account (if required). Set up account preferences for notifications, for proactive emails, for claim payments, and to perform administrative functions.

2. Overview

Damage Claims

Step 1: File a claim online Customer submits online claim form.

Step 2: Supporting documents* (if required) Customer submits supporting documents online, or mails or faxes them to Kart2door Claims Dept.

Step 3: Schedule an inspection Kart2door will notify you if an inspection is necessary for your claim.

Step 4: Claim under review Kart2door claims agent will review and process your claim.

Step 5: Claim resolution Kart2door will inform you of the claim resolution.

Loss Claims

Step 1: File a claim online Customer submits online claim form.

Step 2: Supporting documents* (if required) Customer submits supporting documents online, or mails or faxes them to Kart2door Claims Dept.

Step 3: Trace for lost package Kart2door performs a trace on your lost package and notifies you of the outcome.

Step 4: Claim under review Kart2door claims agent will review and process your claim.

Step 5: Claim resolution Kart2door will inform you of the claim resolution.

Please note:

Most claims will be resolved in 5 to 7 business days after we receive your request, but exceptions are possible if additional time for research is needed.

*Proof-of-value documentation not required for claim values of less than $100 USD.

3. Instructions

Claim Filing Instructions for Damage and Loss Claims

In order to file your claim, you need to know your tracking number, or you can search your recent shipments.
Step 1:
  • Enter tracking number
  • Specify your claim type: damaged, lost, or missing contents shipments

Step 2:

  • Complete the online claim form
  • Please provide photos (if appropriate) and documents that verify the amount of your claim. If they are not available now, you can add them at a later time.
    • Proof-of-value documentation*: copy of original invoice from vendor/supplier, copy of retail invoice/receipt, final confirmation screen (if it’s an online order) with proof of payment, itemized repair invoice or statement of non-repair, appraisal(s), expense statement, or any other applicable documentation.
  • Verify information entered and submit the claim form. Print a copy of your case number page for your records.

    • Step 3:

    If you did not submit your supporting documents online, you can mail or fax the printed confirmation page (from Step 2) with your supporting documentation to:

    Kart2door Pvt Ltd. 302, Manikchand Ikon, Bund Garden Road, Pune Maharashtra India

    *Proof-of-value documentation not required for claim values of less than $100 USD.

    Frequently Asked Questions

    Where can I find specific information about the claim resolution process?

    For more detailed information, including time limits for specific claim types, refer to the claims section of to Kart2door Terms and Conditions for India domestic movement

    For what services can I submit a claim? You can use Kart2door ® Claims Online to submit claims for Kart2door India domestic services as following:

    • Kart2door India domestic – Express
    • Kart2door India Domestic - Priority

    Claims for all other shipments need to be initiated by phone. Call Kart2door India Customer Service at 1-800-621-6258

    How long will it take to resolve my claim?

    Most claims are resolved five to seven business days after submission. It may take longer if additional research is needed.

    Can I get updates on the status of my claim?

    If you use our online filing option, you can choose to receive periodic email updates on the status of your claim.

    To what address do I mail or fax my claim?

    Mail or fax your supporting documentation and completed claim form to:

    To
    The manager Customer Service
    Kart2door Pvt Ltd.
    302, Manikchand Ikon,
    Bundgarden Road Pune – Maharashtra India

    Who can file a claim?

    The sender, the recipient, or a third party can file the claim.

    When should I file my claim for Kart2door India packages?

    Damaged or missing contents claims must be filed within 60 calendar days of the shipment date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date. Failure to properly collect or deliver C.O.D. payment must be filed within 21 calendar days of the shipment date.

    When should I file my claim for K2D India domestic ?

    Packages that are damaged or have missing contents must be reported within 60 calendar days from the delivery date. Call 1-800-621-6258 and request a K2D India Domestic Call Tag. Claims can be filed up to nine months from the delivery date. Please see below for information about filing a K2D India ® C.O.D. claim. 

    What should I do with the shipment packaging?

    Keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to Kart2door for inspection.

    Who can receive claim settlements?

    The sender will receive the claim settlement unless special arrangements are made. 

    Who can file a K2D India C.O.D. claim?

    Only the sender can file a C.O.D. claim.