1. What Concerns Can You Report?

You may contact us about concerns such as:

• Damaged cargo
• Missing items
• Missing box or shipment
• Delayed shipment
• Incomplete delivery
• Wrong delivery
• Opened or tampered cargo
• Wet or water-damaged cargo
• Other delivery-related concerns

For tracking delays or status questions, check our Tracking Help page first.

View Tracking Help→

2. Report It as Soon as Possible

Don’t Wait Too Long

If you notice a problem, report it as soon as possible. For concerns discovered during final delivery, the recipient may report the issue. For other shipment concerns, the sender should contact Kabayan Cargo directly.

3. Inspect Your Cargo Upon Delivery

Check Before You Fully Open It

When your box or cargo is delivered, inspect the outside condition first.

If you notice damage, signs of tampering, moisture, or anything unusual:

1. Take clear photos before opening it further
2. If possible, record a video
3. Photograph the damaged or affected areas
4. Keep the box and packing materials
5. Contact us as soon as possible

4. What Should You Prepare?

Help Us Review Your Case

When reporting a concern, please prepare:

✓ AKC shipment number
✓ Sender’s name
✓ Recipient’s name
✓ Contact details
✓ Delivery date, if already delivered
✓ Description of the concern
✓ Photos or videos
✓ Receipt or shipment documents
✓ Copy of the shipment declaration
✓ Proof of item value, if available

Providing complete information can help us investigate the case more efficiently.

5. Damaged Cargo

Keep the Cargo and Packaging

If an item arrives damaged, do not immediately throw away the box, wrapping, crate, or other packaging materials.

Keep:

• The damaged item
• Original box or crate
• Internal packing materials
• Photos and videos
• Shipment documents

These may be needed during the review.

Who Is Responsible for Packing?

If Kabayan Cargo did not provide the packing service, the customer is responsible for how the cargo was packed and protected.

Claims may be affected if damage is linked to inadequate or improper customer packing.

If Kabayan Cargo provided the packing or crating service, and the investigation determines that the damage resulted from the packing provided, the case may be considered for compensation.

Any compensation remains subject to investigation and approval.

6. Missing Items

We’ll Review the Shipment Records

If an item is reported missing, the team may review the shipment declaration, available handling records, delivery information, photos, and other relevant details.

The declaration is especially important because it records what the sender stated was included in the shipment.

Items that were not declared may be difficult to validate during a claim review.

8. Opened or Tampered Cargo

Take Photos Before Opening Further

If a delivered box appears opened, resealed, damaged, or tampered with:

• Do not continue opening it immediately
• Take clear photos of all sides
• Record a video if possible
• Photograph seals, tape, labels, or damaged areas
• Keep all packaging
• Report the concern as soon as possible

After documenting the external condition, you may carefully check the contents and note anything missing or damaged.

9. Delayed Shipments

A delayed tracking update does not automatically mean the cargo is missing.

Shipment timing can be affected by vessel schedules, ports, customs processing, transshipment, weather, holidays, and local delivery conditions.

If the shipment appears unusually delayed, contact us with your AKC shipment number so we can review it.

Tracking Help→

10. How Claims Are Reviewed

Every Case Is Different

Claims and cargo concerns are reviewed based on the available information and evidence.

The review may consider:

• Shipment declaration
• Packing responsibility
• Cargo condition
• Photos and videos
• Collection and delivery records
• Shipment tracking history
• Supporting documents
• Circumstances surrounding the concern

Investigation time varies depending on the case.

Compensation, Refunds, or Other Resolutions

Any refund, compensation, or other resolution is handled case by case and is subject to investigation and approval. The shipment declaration and other supporting information may be considered during the review.

11. When a Claim May Not Be Accepted

A claim may be affected or declined in situations involving:

• Undeclared items
• Prohibited or restricted items
• Commercial quantities
• Improper or insufficient customer packing
• Fragile items without adequate protection
• Leakage or deterioration caused by the item itself
• Incorrect sender or recipient information
• Other circumstances outside the agreed service conditions

Each case is still reviewed based on its specific circumstances.