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I shipped personal items from Canada to the US with Purolator. One package arrived significantly damaged (the delivery man also acknowledged and made note of this).

I purchased 1200$ worth of insurance, and I'm claiming 967$ with proof of invoices. The claims department is replying to me saying that personal effects are not covered, but are offering me 500$ as a kind gesture.

They had the following message:

...

(vii) Articles not packaged in accordance with Purolator’s shipment acceptance policy (see “Shipment Acceptance Policy”).

(viii) Articles not properly labelled in accordance with Purolator’s labelling requirements (see “Tendering

Shipments to Purolator – Proper Labelling”).

(ix) Seeds.

--> (x) Household goods and personal effects.

(xi) Articles designated as “Prohibited” in these Terms and Conditions but which have been tendered to Purolator and accepted for carriage (see “– Prohibited Articles”).

Any “At Shipper’s Risk” Shipments accepted by Purolator travel on a “no-value” basis for the purpose of claims for loss or damage (i.e., the Customer cannot increase Purolator’s liability by declaring a value for such Shipment on the face of the Bill of Lading or, in the case of Shipments prepared using an Automated Shipping System, in the designated user entry field).

I think they are liable. They clearly mishandled the package and I have invoices to prove the value of the goods that were damaged. I don't know what I should reply to this. I would appreciate some guidance.

  • Did you ship household goods that were not covered? – Putvi Oct 28 at 20:19
  • I shipped personal items (moved to the US). The damaged items/lost were: headphones, rice cooker, computer monitor. I have invoices for all of them. – Klik Oct 28 at 20:40
  • I was under the impression that buying insurance would cover whatever was being shipped. – Klik Oct 28 at 20:40
  • I'm not familiar with that company, but if they say no personal effects are covered than no personal effects are covered. – Putvi Oct 28 at 20:41
  • I'm not trying to be mean about it, but we can't change their policy. I'd take the money if I were you. – Putvi Oct 28 at 20:45

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