When transporting shipments, the expectation for all parties involved is that a shipment loaded out from point A will arrive to point B safely, in expected time and without damages. The reality is that for most shipments this expectation is true, but there are always exceptions, due to the number of risk factors involved the transportation of goods.

When these situations occur during transport via services of ACE Logistics, our customers can report a claim, which our claim handling specialists will process with the necessary care and attention.

REPORTING AND PROCESSING CLAIMS

In order to report a claim, please complete the claim report form and forward it to road@ace.lt. In addition to the claim form, please also include all documentation that is related to both the shipment and the size of the claim (commercial invoice, packing list, invoices for repair costs etc.)

Please note that customers are required to pay for the transport invoice even if the claim is accepted and under processing.

The claims will be processed under the use of the law of the Republic of Lithuania, the CMR Convention, the Montreal Convention, the Hague-Visby Rules, the rules of the International Air Transport Association (IATA), the Civil Code of the Republic of Lithuania, the Road Transport Code of the Republic of Lithuania.

TIME RESTRICTIONS FOR INCIDENT REPORTS

In situations where the shipment arrives to the recipient with visible damage to the goods, damage must be noted and marked on the CMR/POD during unloading.

In situations where the damage to goods was hidden during unloading and discovered later, damage must be reported within 7 calendar days from the day of delivery.

In the case of a missing shipment, the processing may take up to more than 30 days. In some cases, if the unloading date was not agreed in the order, the processing may take up to 60 days.

LIABILITY INSURANCE OF THE CARRIER

In the case of transportation of goods, the loss of goods or decrease in their value is covered by the liability insurance of the carrier, under the agreed SDR conditions.

In addition to the restricted rates of compensation, the responsibility of the carrier only includes damage, which has taken place due to the faults of the carrier. The carrier is not responsible, if damage is caused by circumstances which the carrier could not avoid (e.g. robbery).

If the value of goods exceeds the insurance value from mentioned SDR rates or if insurance is needed for situations, where the carrier is not responsible for the damage of goods, then ACE Logistics can help with protection by brokering full insurance of shipments.

REQUIREMENTS FOR SUFFICIENT PACKAGING

In most situations, the best protection against possible damage to goods is sufficent packaging. If the packaging does not meet the necessary requirements, then the carrier may be relieved of responsibility to damage.

The packaging is considered sufficient if:

• • the goods do not exceed the dimensions of the pallet
  • the goods are secured to the pallet
  • the packaging is resistant against pressure, vibrations, dust and moisture
  • the goods are clearly labeled (examples “Fragile”, “Do not stack”, “This side up”)
  • the packaging is stable enough to allow the handling of the shipment
  • the packaging must not be dangerous to other shipments or working personnel