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Claims and Shipment Protection

What happens when it goes wrong

Most Thai Nexus shipments complete without a claim. International shipping still involves destination customs, carriers and sellers outside our warehouse. This page sets out how we handle holds, damage, loss and wrong items, the timelines in our Standard Trading Conditions, and where Shipment Protection applies.

Thai Nexus fragile sticker on a poly mailer and export box
Fragile labelling and mailer supplies before dispatch.

Your parcel is held at destination customs

What we do

The destination authority or carrier may request an invoice, purchase proof, or product information. Customs seizure, delay, or destruction by government authorities is excluded under the Standard Trading Conditions.

How long it takes

The carrier or authority determines the timeline. Contact us with the shipment reference and the request you received.

A proxy purchase arrives and it is the wrong item

What we do

Tell us before forwarding and include the order reference, seller details, and photos. Any seller remedy depends on that seller's terms and the facts of the purchase.

How long it takes

Seller dispute timelines vary. We do not publish a guaranteed outcome or refund timeline.

Your shipment arrives damaged

What we do

Note visible damage on the delivery receipt immediately. Report concealed damage in writing within 48 hours. Submit photos of the outer and inner packaging, the damage, and proof of value within 5 business days.

How long it takes

The Standard Trading Conditions set the claim deadlines. Liability is THB 1,000 per shipment without Shipment Protection.

Your shipment is lost in transit

What we do

Report non-delivery within 14 days of the expected delivery date, with the shipment reference and proof of value.

How long it takes

The Standard Trading Conditions govern any liability. Shipment Protection can extend the limit to the Declared Value for physical loss or damage, subject to its conditions and exclusions.

Customs seizes the shipment outright

What we do

Customs seizure, delay, or destruction by a government authority is excluded under the Standard Trading Conditions. Restricted or prohibited goods may also be refused, reported, confiscated, or destroyed under the Restricted Items & Export Compliance Policy.

How long it takes

The authority controls the process and timeline.

What we do not cover

  • Destination duties, VAT and carrier fees: these are your government's charges, not ours
  • Delay alone, where the parcel arrives intact within double the quoted band
  • Items on the prohibited list you did not disclose at intake
  • Physical loss or damage above THB 1,000 per shipment where Shipment Protection was not purchased
  • Seller-side fraud on purchases we did not make or verify (non-proxy orders)

The binding wording lives in our Standard Trading Conditions and restricted items policy.

Claims and Shipment Protection questions

How do I file a shipping claim from Thailand?
Email contact@thainexus.co.th with your TNX shipment reference and a plain description of the problem. Damage claims need outer carton, inner pack and item photos within 5 business days. Loss claims need proof of value within 14 days of expected delivery. Deadlines are strict under the Standard Trading Conditions.
What is Thai Nexus Shipment Protection?
Standard liability without Protection is THB 1,000 per shipment under the Standard Trading Conditions. Optional Shipment Protection costs 3.5 percent of declared value (Goods plus Freight) at booking and can raise the recoverable limit to declared value for physical loss or damage, subject to exclusions. High-value goods should declare accurately and buy Protection.
Why would a shipment be refused at Thai Nexus intake?
Prohibited or restricted goods, undeclared dangerous goods, or shipments that cannot legally reach the stated destination. Refusal at the Hua Hin or Bangkok counter stops an illegal export before it is booked. Our team explains the specific rule. Ask before you buy if the category is unclear.
What are the Thai Nexus Standard Trading Conditions?
Contract terms governing liability caps, exclusions (including customs seizure), evidence requirements, notice deadlines and the legal action deadline. They apply to every shipment unless mandatory law overrides. Read them before booking high-value or fragile goods. A link sits in the site footer and booking flow.
What do I do if my shipment from Thailand is lost?
Report non-delivery within 14 days of the expected delivery date with the TNX number and proof of value. Carrier investigations need time and may end in compensation capped by contract. Shipment Protection raises the recoverable limit if purchased. Email contact@thainexus.co.th with photos and invoices.
What do I do if a parcel from Thailand arrives damaged?
Note visible damage on the carrier delivery receipt before signing when possible. Concealed damage must be reported in writing within 48 hours. Submit outer carton, inner pack and item photos within 5 business days. Claims follow the Standard Trading Conditions liability caps unless Protection applies.
What happens if customs seizes my parcel from Thailand?
Seizure, delay or destruction by a government authority is excluded from forwarder liability in the Standard Trading Conditions. Prevention beats remedy: check restricted-items and destination guides before shipping. Thai Nexus refuses known prohibited goods at intake when rules are clear.
How do I claim Shipment Protection on a Thailand export?
Email contact@thainexus.co.th with the shipment reference and evidence listed in the STC. Protection must have been purchased at booking at 3.5 percent of declared value (Goods plus Freight). Claims outside notice windows are barred regardless of merit.
What is the liability limit without Shipment Protection?
THB 1,000 per shipment under Thai Nexus Standard Trading Conditions unless mandatory law overrides. Carrier tariffs may offer different caps on their leg. Optional Shipment Protection increases recoverable loss when bought at booking. Declare value honestly; under-declaration voids claims.
What if the Thai seller sent the wrong item?
Contact Thai Nexus before approving forward dispatch from your mailbox. Seller remedies follow that seller's marketplace or shop terms. Proxy jobs may include inspection when agreed in the brief. Forwarders are not liable for seller pick errors unless inspection was contracted.
Who do I contact when a Thailand shipment goes wrong?
Your forwarder first with the shipment reference. Thai Nexus: contact@thainexus.co.th with TNX number, photos and timelines from the STC. Destination customs issues often need the consignee or carrier broker, not the Thai exporter.