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Transporting temperature sensitive cargo is always an issue, as you are never sure the information that the transport company is giving you relates to the position that your cargo occupied.

One of our customers was transporting 200 litre drums chemical dispersion from Europe into Australia. Their chemical came by both air freight as well as sea freight. This particular chemical dispersion lost is properties if stored below 2°C and above 35°C. They found it difficult to gain reliable information for the transporting companies that actually correlated to their findings that they were receiving shipments where some drums were fine but others just did not work.

We suggested that they use Thermocron Temperature Loggers to record the temperature during transportation. The Thermocron is a small disc about the size of a thumb nail. The TCS was chosen for this logging procedure because the customer wanted to record the temperature every 15 minutes, so the memory capacity of the TCS meant that there was 83 days’ worth of data that could be stored. With this versatility, the TCS was then suitable for both air freight as well as sea freight.

The Thermocron TCS temperature loggers were programmed to record a temperature every 15 minutes and placed in a see through envelope on the side of each of the drums when palletised in Europe. Then once the stock arrived in Australia the data could be downloaded to ascertain of the chemical had been transported correctly.

The results surprised the transport company as well as our customer. Some of the air freighted material was being transported well below 2°C; while other product, possibly offloaded in Singapore as aircraft were changed, reached 33°C. The sea freight was more stable in temperature, but there were occasional spikes of temperatures for shipments over 35°C.

The logging meant that this customer could isolate the suspect stock and test the propertied before sending out to their customers for compounding. Once the temperature logger results had been downloaded in Australia, they were reprogrammed and sent by mail back to their factory in Europe for reuse. This process is now part of their Quality Control Procedure, and they have stopped their customers receiving poor quality dispersion, but they are still having some issues with the transport companies.

What is covered with our shipping insurance?

Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.