Our Policy
As outlined below, some deliveries completed on the Trexity platform are eligible for refunds and/or credits under certain circumstances.
We accept one claim per delivery. If duplicate claims are submitted, we’ll review the first claim submitted.
Delivery fees will be refunded to your original form of payment.
Reimbursements for the cost of products in a package (up to $100 per label) will be issued as a credit on your account to be applied toward future deliveries. In order for Trexity to consider a credit for the cost of products, you must have entered the cost in the “value” field of the delivery form.
“ToS” refers to our Terms of Service.
How to submit a claim
To ensure we’re able to investigate your claim, please follow the below steps:
- Submit your claim by sending an email to support@trexity.com that includes the following:
- The Route ID
- The Order ID for the delivery
- Delivery completion date
- Description of the issue
- Supporting evidence (photos, screenshots)
*Reminder: In order for Trexity to consider a credit for the cost of products, you must have entered the cost in the “value” field ***of the delivery form.
- Make sure to submit your claim within 14 calendar days from the delivery date. Claims submitted outside this window are not eligible for investigation or resolution.
Our team will respond within one (1) business day (Monday to Friday).
How to dispute a resolution
If you’re not satisfied with a resolution, you can request a second review by a manager.
- Reply to our resolution email with your request for a second review.
- Make sure to reply within 7 calendar days from the date when you received the resolution email. Requests submitted outside this window are not eligible for a second review.
Our team will respond within one (1) business day (Monday to Friday).
What Is Covered
Misdelivery
Description:
Trexity delivered to an address, building, or unit other than the information entered in the system, as confirmed by one of the following:
- GPS data showing delivery to an incorrect location
- Photo proof of delivery inconsistencies
- Written communication from Trexity
Refund/credit:
-
Customer could not retrieve the packages:
- Refund: Delivery fee (as charged)
- Credit: Product value up to $100 per label
-
Customer retrieved the packages
- Refund: Delivery fee (as charged)
Delivery Instructions Not Followed
Description:
Trexity did not follow delivery instructions as entered in the “Delivery Instructions” field of your delivery (ToS Section 10).
Reminder: Instructions sent by phone, email, or written on the package are not binding on couriers and are not eligible. (ToS Section 10).
Refund/credit:
- Refund: Delivery fee (as charged)
Lost or Misplaced Package
Description: Package in Trexity’s custody (scanned at pickup) is lost in transit by Trexity, as confirmed by one of the following:
- GPS data showing the package never reached the delivery address
- Written communication from Trexity
Reminder: Packages not scanned at pickup are not considered in Trexity's custody, and therefore not eligible.
Refund/credit:
- Refund: Delivery fee (as charged)
- Credit: Product value up to $100 per label
Product Damaged By Courier Handling
Description: Package contents were damaged due to courier mishandling (e.g. incorrect orientation, dropped), as confirmed by photo evidence.
Refund/credit:
- Credit: Product value of damaged items up to $100 per label
Reminder: Packaging must meet Trexity's requirements (rigid outer box, minimum one inch cushioning on all sides for fragile items) to be eligible. (ToS Section 6)
Operational Delay
Description: A delivery completed past the “latest delivery time” due to a confirmed Trexity operational delay.
- Refund: Delivery fee (as charged)
Reminder: Delays caused by factors out of our control such as significant road closures, weather events, customer unavailability, or incorrect address information are not eligible. (ToS Section 12)
What Is Not Covered
Delivery issues resulting from the following are not eligible for refund/credit under any circumstances:
- You or a representative of your business requested cancellation
- Packages are not available at pickup when courier arrives
- Incorrect or incomplete delivery address provided by your business or your customer (ToS Section 7)
- Incorrect or incomplete delivery instructions entered in the the “Delivery Instructions” field of your delivery (ToS Section 10)
- Product value greater than $100 per label or package
- Product value for packages that don’t have a corresponding label created in Trexity
- Product value refunds for late deliveries (ToS Section 12)
- Packages that were not scanned at pickup (never in Trexity's custody)
- Damage to inadequate packaging that does not meet Trexity's requirements (ToS Section 6)
- Reimbursing goodwill credits or discount codes issued by your business to your customers
- Claims submitted outside the claim windows
Refund/Credit Limits
Delivery fee: Face value as charged on your order
Product value: $100 per label
Total per label: Delivery fee + up to $100 product value