Insurance and Liability

At iMail Kenya, we take loss of items very seriously. We understand it can be an extremely distressing or frustrating experience when goods are lost so our commitment to secure delivery begins with prevention. That's why we only use the best courier services with the most trusted and reliable delivery networks. Please note that insurance only applies to complete loss of goods, not damage. We do not cover damage. Again, we do not cover damage. The reason behind not covering for damage is due to the difficult nature of assessing and convinving insurance companies of how and when the damage occurred. We may have received the goods already damaged from the courier that delivered them or it may have been the sender who sent a faulty item. To ensure that we are not involved in the process of damaging a customer's goods, we take excess caution in packaging your goods in thicker boxes with styrofoam.Β 


iMail Kenya may be able to arrange insurance covering the value in respect of loss only (but not damage) to the Shipment, provided that the Shipper pays the applicable premium before the shipment leaves our warehouse. Shipment insurance does not cover indirect loss or damage, or loss or damage caused by delays.


iMail Kenya will make every reasonable effort to deliver its consolidated shipments to the airline or selected courier on time, but these schedules are not binding and do not form part of the contract. iMail Kenya is not liable for any damages caused by delays.

Claims Information

At iMail Kenya, we take missing parcels very seriously and we understand it can be an extremely distressing time when goods are lost in transit. Our commitment to secure delivery begins with prevention. To ensure we can minimize any issue with delivery, we only use the most professional carriers with the most reliable delivery networks. Our highly trained customer service staff proactively work with our partner carriers to help locate every missing shipment as quickly as possible. One of the most common reasons for goods getting lost is that the shipping label has become detached from the box during transit. To help us locate your goods as quickly as possible, you will need to provide us with a detailed description of the packaging and the goods inside, along with any serial numbers (in the case of electronic goods). The more information you can provide, the higher the chance we have of locating your goods and returning them to you. It takes 30 days to complete a tracer investigation. If we are unable to locate your items, then we will declare the goods as lost and you will be able to submit a claim for the value of the lost items if you had insured them.

Claims Criteria

Claims must be made within 30 calendar days of the collection date. You must provide an original purchase invoice, or if you're a business and claiming for products you sell, a cost of sale invoice will be required. Please note, a sales invoice will not be sufficient.

Our Claim Liability for Lost Goods

If you have purchased cover for your shipment, you will be entitled to claim up to the full value of the cover you requested. However you will still have to provide evidence that the replacement cost of the goods is as per the value of the cover you purchased. If you have not purchased cover, you will not be refunded anything

How to Make a Claim

  1. Notify us of your lost goods within 30 calendar days of the collection date.
  2. We will begin an investigation to locate your goods straight away. This investigation will take up to 30 calendar days to complete as this is a detailed search of our suppliers’ facilities.
  3. If the investigation is unsuccessful, we will notify you. If goods had been insured, a cost of sales invoice will be requested. Always keep an original purchase invoice or if you’re claiming for products you sell, a cost of sale invoice since a sales invoice will not be sufficient.
  4. We will then process your claim and send you a notification to confirm the outcome. If your claim is accepted, we will issue payment within 30 calendar days.
  5. Please note that uninsured goods mean you will not receive anything in spite of loss during transit