IERE Express International Skybox Couriers
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Member Support|International Shipping

Member Support

Welcome to IERE Express' Support Page for help with lost or damaged packages.

IERE Express makes every effort to deliver your packages reliably and with the utmost efficiency. Even so, accidents can happen and on the rare occasion that one of your packages is lost or damaged this page will provide you with the information necessary to resolve the situation.

General Information

  • In the event of any loss or damage to IERE Member packages being shipped to Piarco International Airport, IERE Express has 100% coverage for shipping insurance when IERE Members pay the Standard Shipping Insurance fee of USD$1.80 per USD$100.00 declared value of item (subject to change).
  • If you believe that your package is worth more than this, we strongly recommend that you purchase Additional Cargo Insurance prior to shipping your package with IERE Express. Additional Cargo Insurance can be purchased from IERE Express for an additional USD$1.80 per USD$100.00 declared value of the item (subject to change). This is highly recommended when shipping fragile items, which may include (but is not limited to): televisions, computers, electronics, glass and other breakable items
  • IERE Express covers eligible losses or damages to packages at a maximum of USD$10.00 per pound (regardless of package value). If you believe your package is worth more than this, we strongly recommend that you purchase additional insurance prior to shipping your package

Important Timeframes

  • Damage Claims must be reported to IERE Express within 24 hours of delivery. Please see our Terms and Conditions for more information
  • Lost Claims are exceedingly rare, but when they do happen we need to process the claim within 5 working days of the date the package was declared lost. You must supply original value/cost invoices (not sales invoices) for the contents of the lost package. Claims will not be processed without this information. Please see ourTerms and Conditions for more details
  • If you have not chosen to purchase additional shipping insurance, then, it may take up to 28 working days to process a claim. When additional shipping insurance coverage is purchased, claims will be processed through the Insurance Company within 28 days (including weekends)

How to Submit a Claim

  • A claim must be submitted using our Claims Form. Please note that a Lost Claim cannot be processed until IERE Express has confirmed that the package is actually lost
  • Packages that are packed carelessly or those which contain items on our Prohibited Items List are not eligible for any Claim. Please see our Terms and Conditions for more information

Supporting Claim Documents

All claims (whether for loss or damage) will require the following information.

  • VALUE/COST invoice (not sales invoice) for merchandise sent
  • Photographs of damage AND packaging (on damage claims only)
  • Confirmation that damaged items can or cannot be repaired. If the item can be repaired, a repair invoice must accompany your claim

Your Insurance Claim

Please realize that IERE Express is not the insurer for claims. Regardless if you use the standard insurance or choose to purchase additional shipping coverage, the insurance coverage you have is either through the air freight company or the Insurance Company. Any claims that are paid out will be paid into IERE Express' account, after which we will forward a check to you for the full amount. We do not offer a credit memo policy.

It is atypical for a situation to occur that requires the processing of a claim. However, if this does take place, then, our IERE Express Customer Service Agents will try their best to make the claims process as easy as possible for you.

Need More Information?

For additional information on filing a claim, contact our friendly and knowledgeable IERE Express Customer Service Agents:

Phone: In Trinidad at 1(868) 652-IERE (4373) — Monday through Friday 8:00 a.m. to 4:00 p.m. excluding local holidays.