At VAG Garage Australia, we offer optional Shipping Insurance to give you peace of mind during transit. This coverage is designed to protect you only in the event of parcels that are lost or damaged during shipping. Please read carefully of what your coverage may include and what proof or documentation is required when claiming in the event of lost or damaged parcel.
Important: This insurance does not cover stolen parcels, including parcels marked as delivered by the courier. In the even of stolen parcels please contact your local police station to lodge a report/investigation.
Coverage Overview
Shipping Insurance applies only to:
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Lost parcels (confirmed by the courier)
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Damaged parcels (damage incurred during transit)
Shipping Insurance does not apply to:
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Stolen parcels after delivery when authorized to leave in safe place
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Parcels marked as delivered by the courier
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Incorrect shipping details provided by the customer
Insurance Tiers
Customers may select one of the following tiers at checkout:
Bronze Coverage
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Basic protection for low‑value orders
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Order value: $0 - $149
Silver Coverage
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Extended coverage for medium‑value orders
- Order value: $150 - $399
Gold Coverage
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Enhanced protection for high‑value orders
- Order value: $400 - $999
Platinum Coverage
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Maximum protection for premium or high‑value orders
- Order value: $1000+
Lost Parcel Claims
If your parcel is believed to be lost:
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The customer must contact the courier directly to initiate an investigation.
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The courier must confirm in an email that the parcel is lost.
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Once confirmation is received, forward the documentation to our support team and we will contact the courier to confirm - then a claim can be processed.
Without courier confirmation, a lost‑parcel claim cannot be processed.
Damaged Parcel Claims
If your parcel arrives damaged:
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You must notify us immediately upon delivery.
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Email our support team as soon as the damage is identified.
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Include clear photos of:
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The damaged item(s)
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Internal packaging
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External packaging
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Shipping label
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Failure to notify us promptly may result in the claim being declined.
Claim Resolution
Once all required information is received and verified, we will:
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Arrange a replacement or
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Issue store credit or
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Provide a refund (at our discretion, based on availability and tier coverage)
Contact Information
For all Shipping Insurance claims, please contact:
Email: info@vaggarage.com.au
Include your order number, photos, and any courier correspondence in your email to avoid delays.
Shipping Insurance is optional and must be selected at checkout. By purchasing Shipping Insurance, you acknowledge and agree to the terms outlined above.
If you have any questions prior to ordering, please contact us before completing your purchase.