We take parcel safety and accountability seriously. This page explains our coverage, prohibited items, and how to file damage or loss claims.
Proof of Delivery
Every delivery includes Photo, Signature & Timestamp Proof of Delivery. You can view proof in your tracking timeline once the parcel is marked delivered.
Insurance & Coverage
Our standard service includes basic coverage for operational handling. For high-value or fragile items, we recommend declaring value at booking. Coverage details depend on your shipment type and delivery class.
Contact us for specific coverage questions or declared-value options.
Prohibited Items
The following items are prohibited and may not be shipped:
- Flammable, explosive, or hazardous materials
- Illegal drugs or controlled substances
- Weapons, ammunition, or sharp objects intended for harm
- Live animals (except as permitted by special arrangement)
- Perishable goods without proper packaging
- Currency, negotiable instruments, or high-value items without declaration
See our Terms and Conditions for the full prohibited items list.
Damage or Loss Claims
If your parcel is damaged or lost:
- Report within 48 hours of delivery (or expected delivery for lost parcels).
- Email finance@imata-logistics.com with: Shipment ID, payment reference, description of damage/loss, and supporting photos.
- We investigate using tracking logs, POD, and rider reports.
- Eligible claims are processed per our Refund Policy.
Dispute Timeline
- Initial response: Within 24 hours
- Investigation: Typically 3–7 business days
- Complex cases: Up to 14 business days
- Refund processing: 1–7 business days after approval (bank dependent)
Rider Vetting
We verify our delivery personnel to ensure safety and reliability:
- ID verification — Valid government-issued identification
- Training — Handling, customer service, and safety procedures
- Rider tracking — Live GPS visibility during active deliveries