Claims & Investigation Requests
If something goes wrong with your shipment — confirmed permanent loss of an individual package/piece, missed delivery, or damage — here's how to report it, what to expect, and when you'll get a written response.
3-step claim process
Submit your request
Send us shipment number, date, contents, photos and a description of the issue. Use this form, WhatsApp, or call.
Investigation
We review tracking, manifests, consolidator records, and the local carrier. We keep you informed throughout.
Written resolution
We email you the conclusion: findings, decision, and (if applicable) the reimbursement amount under our coverage policy.
Response times
2 business days
5 – 15 business days
Delivered in writing
Mexico shipments: Claims must be reported within 48 hours of delivery or of the last applicable tracking update. Colombia shipments: claims must be filed within 30 calendar days of delivery (or expected delivery).
Important coverage notices
Colombia courier — limited contractual shipment protection
Eligible Colombia courier shipments include limited contractual shipment protection for loss only. For each approved lost package/piece, reimbursement is limited to the lesser of USD $200 or the declared value attributable to that package/piece. Damage of any kind is not covered. This protection is not insurance.
Mexico — basic shipment protection
Eligible Mexico shipments include limited contractual shipment protection: up to the lesser of the documented actual loss or USD $150 per affected package/piece for approved partial loss, and up to the lesser of the documented actual loss or USD $300 per lost package/piece for approved full loss. Not insurance. See Shipping Terms.
Mexico — optional shipment protection
Optional shipment protection may be purchased for Mexico shipments. Optional protection replaces the basic $150/$300 protection limits and does not stack with them. It must be purchased and approved before dispatch. Optional protection may cover full loss, partial loss or missing contents, theft, and physical damage. Reimbursement for any approved claim is limited to the lesser of the documented actual covered loss or the applicable purchased protection limit. This protection is not insurance.
Mexico — 48-hour claim deadline
Claims must be reported within 48 hours of delivery or of the last applicable tracking update. Claims submitted after that deadline, or where the required packaging or evidence was discarded before review, are excluded.
Commercial / carga — no shipment protection by default
Commercial and carga shipments (Mexico and Colombia): standard service does not include insurance or shipment protection. Shipment protection exists only where it has been separately approved and documented in writing by AH & CO Logistics before dispatch. Declared value alone does not create or increase coverage or contractual liability. Liability for commercial and carga shipments is determined by applicable law and by our Terms & Conditions.
Fragile and improperly packaged items
Glass, screens, portable electronics, instruments and similar fragile items that are not adequately packaged for international consolidated transport are excluded, as is damage caused by inadequate or improper packaging.
Colombia courier — confirmed loss only
On the Colombia courier lane, protection applies only when the loss of a package/piece is documented and confirmed. It does not cover delays, customs holds, partial damage, or cosmetic damage.
Full coverage, exclusions, and eligibility details are in Shipping Terms and on our Licenses & Coverage page.
File a claim
Fill in the form with your shipment number, date, and a detailed description. Or reach us directly: