All services provided by Orion USA, LLC, its affiliates, and subsidiaries (collectively “Orion”) shall be subject to the applicable terms and conditions published below, including all limitations and disclaimers of liability contained therein. Orion reserves the right, in its sole discretion, to revise its terms and conditions from time to time, and any such revisions shall become effective upon publication. We acknowledge all claims within ten working days of receipt. We will make every attempt to resolve customer claims in a timely manner upon receipt of a fully documented claim.

My goods are damaged or missing. What should I do?

Immediately report the damage or loss by contacting our agent or our Customer Service manager at cargoclaims@locateorion.com.

If the estimated value of the damaged goods exceeds $5,000 (U.S.), Orion will order a survey to jointly inspect the damaged goods with you to determine the circumstances surrounding the damage or loss. If your cargo is insured, you should contact your insurance company to obtain instructions on the appointment of a surveyor by your insurance company. If a cargo surveyor was not instructed, please document the extent and type of damage to the goods and to the container and take photographs, if possible.

In the event of missing goods, note the full seal numbers for all seals, inspect for possible tampering, and retain the seals until your claim is concluded. Please note that under Orion’s Bill of Lading terms and conditions any party receiving goods from a carrier is to give the carrier written notice of the nature and extent of loss or damage, either at the time the goods are removed from the carrier’s custody or no later than three days after delivery if the loss or damage is concealed or otherwise not apparent at time of delivery.

Your responsibilities

Mitigation of loss:  It is the cargo owner’s responsibility to take all reasonable steps to mitigate the loss (e.g., separating wet goods, cleaning, repackaging, and salvage, if necessary).  This also includes accepting delivery of goods that are damage upon opening of the container.

Submitting a Claim

Submit the claim to your insurer and to the contractual party(s) deemed most likely to have caused the loss or damage.  For example; ocean carrier, rail carrier, or dray / trucking company.

To file your claim with Orion, email your documents to:  cargoclaims@locateorion.com

What documents should I send?

No specific form is required; however, all claims should include:
  1. A letter detailing the nature and extent of your loss or damage, as well as the amount being claimed.  Please reference the Bill of Lading number.
  2. A copy of the following documents:
    • Shipper’s (commercial) invoice
    • Shipper’s packing list
    • Delivery receipt (POD)
    • Devanning tally with seal numbers noted
    • Paid customs entry form
    • Original Bill of Lading
    • Reconditioning or repair invoices (if available)
    • Salvage invoice if cargo was salvaged
    • Phytosanitory certificates (reefer cargo)

If your claim is for damaged cargo for which no salvage value is allowed, please provide a certificate of destruction.

Your claim can be resolved in a timely manner if the initial claim is submitted with full documentation.