What Teleship covers: lost, damaged, missing contents, misdelivery
In short
On Teleship services every parcel is covered: if it is confirmed lost, delivered damaged or arrives with missing contents, we refund the shipping, duties and taxes and compensate the cost of goods up to £80, so you can reship at no cost. On DHL services, DHL's standard liability applies — it is calculated by weight, not by value (roughly £25 per kg) — unless you add DHL's shipment protection when you buy the label.
Teleship DDP Tracked / USPS Postal DDP Tracked
- Covered: lost in transit (confirmed after our carrier investigation), misdelivered by a carrier, damaged in transit (evidenced by photos), missing contents or an empty box (including the USPS "received without contents" case), and Teleship operational errors such as swapped labels.
- Paid: the label price (shipping + duties + taxes) in full, plus your cost of goods (COGS, from your supplier invoice) up to £80 per parcel.
- Higher-value goods: ship them on DHL Express Worldwide with shipment protection, or ask hello@teleship.com about cover through our insurance partner.
DHL Express Worldwide / DHL Economy Select
- Without protection, DHL's liability for loss or damage is the lower of the goods' value and 22 SDR per kilogram (about £25 per kg) for air transport, or 8.33 SDR/kg (about £9) where the leg is by road. A 1 kg parcel of £300 goods would therefore be compensated at roughly £25.
- With DHL Shipment Value Protection, selected when you buy the label, the full declared value is covered. The premium is shown in the app before you buy.
- DHL claims still go through Teleship (How to file a claim) — we file with DHL for you. The same 20-day window applies, so tell us as soon as you know.
How you're paid: credit to your Teleship account by default (usable on any label), or a refund to your card on request. Refunds of shipping and taxes are issued as soon as the loss is confirmed; the COGS payout within 30 days of a complete claim.
Not covered: see What is not covered.
Still stuck? Contact our support team.