Damaged or Lost Shipment? How EMU Express Compensates You

First and foremost, we are proud to emphasize that cases of damage to or loss of shipments are extremely rare in EMU Express's operations. According to the internal report of the Quality Control Department for the first half of 2026, cases of shipment damage or loss account for only 0.001% of the total number of shipments. This means that only one out of every 100,000 shipments may be damaged (or, in very rare cases, lost). EMU Express holds an ISO 9001:2015 certificate, which confirms that the company's operations comply with the requirements of the International Organization for Standardization (ISO) and means that every stage of the services provided is under control. In other words, although cases of loss and damage are extremely rare, the company has established a dedicated unit — the Quality Control Department — to reduce such cases to zero. This very department fully oversees the process of shipment movement. So, what should you do if your shipment is damaged or lost? Check your shipment upon receipt As a customer, you must open the shipment and visually inspect it in the presence of the operator or courier. If you find any damage to the product, immediately document the situation as photo or video evidence (a report) in the presence of the courier or operator. Attention: If you do not check your shipment in the presence of the courier or operator, and the damage is discovered only after you have taken the shipment home, EMU Express will not take responsibility for this damage. Therefore, even if you or a third party (for example, a taxi driver) receives the shipment, do not forget the need to check it in the presence of the courier or operator. How does the process work internally? Each complaint is individually reviewed by the Quality Control Department: using warehouse and route cameras (camera data is usually stored for up to 15 days), scanner data, and the shipment number, it is determined at exactly which stage and through whose fault the problem occurred. If the shipment was properly packaged and transported with all necessary precautions, but was nevertheless damaged in transit, then based on the investigation's conclusion, the value of the product is fully or partially compensated at EMU Express's expense. If the error occurred within the internal system, the responsible department is identified, and the damage is compensated by that department. In any case, the customer is not held responsible for damage that is not their fault. Regardless of how long the internal process of identifying and finding the party at fault for the damage or loss of the shipment takes, the customer's loss resulting from damage or loss is guaranteed to be resolved within 3 business days. Deadlines According to state legislation, citizens' complaints must generally be reviewed within 14 days. However, EMU Express has significantly shortened this period — customer complaints regarding damaged or lost items are guaranteed to be reviewed and finally resolved within 3 business days. How does compensation work? When submitting your shipment, you declare the value of the product, and this value is entered into the system. The value declaration service is calculated at 1% of the declared value of the product. For example, if the declared value of your shipment is 1 million soums, in addition to the delivery service fee, you separately pay 10 thousand soums for the value declaration service. According to the requirements of the Law "On Postal Communication" (No. O'RQ-777 dated 09.06.2022), if a shipment (parcel, small packet, or letter) is lost in transit, the declared value (i.e., 1 million soums) is compensated in double, along with the full service fee. If a part of the shipment is missing or damaged, double compensation is paid only proportionally to that part. If the value of the shipment was understated by the customer, the declared value — not the market value — serves as the basis for compensating the damage. If the shipment is lost or damaged due to force majeure circumstances or due to the nature of the shipment itself, the courier company providing the service is not held liable for that case. ⚠️ If you do not declare the value of your shipment when submitting it, compensation in case of loss or damage will be paid only at twice the amount of the shipping service price. That is, if a $1,000 iPhone is sent without declaring its value (as a regular shipment) and it is damaged or lost, compensation will not be $1,000, but rather twice the cost of the shipping service for that shipment — for example, if it is approximately 50 thousand soums, the compensation would be 100 thousand soums. However, such cases are usually concluded based on more in-depth investigation and analysis. Partial or full compensation matters Depending on the condition of the damaged item, the amount of damage compensation may be either the full declared value of that item or a portion of it. For example, if only the screen (monitor) of a laptop is damaged, EMU Express will compensate not the full value of the laptop, but the cost of repairing or completely replacing the screen. However, if, for instance, a car window sent as a product (not the entire car) is cracked, this damage will be compensated in full — that is, at the level of the new window's value. Our value is speed and trust Customer trust is the highest value for the EMU Express team. That is why a transparent and clear system of accountability has been built behind every shipment. If you have any questions, our operators are always ready to help you! Call center: +998 71 200 96 69 Quality Control Department: +998 93 381 13 56