How to file a claim
In short
When we confirm a parcel is lost (after the investigation) or it arrives damaged/short, go to claims.teleship.com, enter the TS number, and upload your COGS invoice — the invoice you paid your supplier for the specific item(s) shipped — within 20 days of our notification. Claims go through Teleship for every service, DHL labels included; never claim with DHL directly.
Step by step
- Notification: we tell you on your ticket that the parcel is declared lost, or you report damage/missing contents with photos (Damaged parcel or packaging).
- Open claims.teleship.com → enter the TS number (the form checks it exists) → fill in items and quantities affected → upload evidence.
- Evidence: the supplier invoice for that product (not a master price list, not your retail invoice). Manufacturer with no purchase invoice? Provide a cost breakdown (materials + labour) per item — ask on the ticket for the accepted format. Damage: photos of packaging and goods. Missing contents: photos and the packed weight if you have it.
- You receive an acknowledgement from claims@teleship.com; send corrections or extra documents by replying on that thread.
- We file with the carrier and pay you within 30 days of a complete claim; we don't make you wait for the carrier's own investigation, which can run for up to 90 days.
Rules
- Late submissions are still filed but approval is at the carrier's discretion.
- Match the invoice to the items and quantities in the parcel.
- A claim credit is a credit; it doesn't ship a replacement — reship when you're ready (Replacement shipments).
- DHL parcels: compensation is by weight unless you bought shipment protection (What Teleship covers: lost, damaged, missing contents, misdelivery).
Still stuck? Contact our support team.