--- url: "https://sivalogistics.com.mx/en/guides/goods-insurance-and-delivery-guarantees" title: "Damaged or Late Delivery? Goods Insurance and Guarantees" description: "What happens if a delivery is late, damaged or the service fails: guarantees to ask for, when to get goods insurance and how to reduce risk before shipping." language: "en" site: "SIVA Logistics" publisher: "SIVA Logistics — entregas de última milla en CDMX Poniente" contact_email: "lore@sivalogistics.com.mx" license: "Contenido (c) SIVA Logistics. Se permite citar con atribución y enlace." html_version: "https://sivalogistics.com.mx/en/guides/goods-insurance-and-delivery-guarantees" --- # Damaged or late delivery? Goods insurance and guarantees By the SIVA Logistics teamPublished: Oct 1, 2026Updated: Oct 30, 2026 - 3.5 hours per block - 550 kg payload - 6 days, Mon–Sat - Book 1 day ahead [Get my delivery quote](https://wa.me/525510115292?text=Hi%20SIVA%20%F0%9F%91%8B%20I%27d%20like%20a%20delivery%20quote.%20Area%3A%20%C2%B7%20Approx.%20deliveries%3A%20%C2%B7%20Date%3A)A real person replies, usually within minutes · no contract SIVA Logistics does not charge for time lost if it arrives late to start your block. If the van or driver fails, you receive a refund. Goods insurance is optional and paid by the customer. Confirm those terms and your product's handling requirements before booking. In 30 seconds - Late at the start of the block: that time isn't charged. - Van or driver failure that prevents the block: refund. - High-value goods: optional insurance, paid by the client, requested when booking. ## What happens in each case? Check whether the problem concerns the block's start time, service failure or the goods themselves. SIVA Logistics does not charge time lost through its late arrival at the block's start. Van or driver failure triggers a refund. Goods insurance is optional and paid by the customer. | Situation | What happens | Cost to you? | |---|---|---| | We arrive late at the start of your block | That time isn't charged | No | | A van or driver failure prevents covering the block | You get your money back | No | | Your route needs more than 3.5 hours | The extra hour is charged | Yes, agreed in advance | | High-value goods | Goods insurance, if requested when booking | Yes, the cost of the insurance | ## When should you get goods insurance? Consider goods insurance when you cannot comfortably absorb the shipment's value if it is lost or damaged. Discuss the terms before booking and confirm the cost separately. SIVA Logistics offers it as an optional customer expense. Suitable packaging and handling remain necessary for an insured shipment. | Product | Main risk | Recommendation | |---|---|---| | Clothing, cosmetics, gifts | Rough handling of packaging | Packaging and delivery photo | | Cakes and flowers | Movement and heat | Dedicated block, first stops | | Art, jewelry, collectible wines | High value per piece | Goods insurance | | Large corporate order | Many pieces in one shipment | Insurance and a delivery list confirmed before leaving | ## What should you ask a delivery service before hiring it? Ask what happens if the provider starts late, cannot deliver the service or damages the goods. Request clear terms before you book rather than waiting for a problem. Check whether goods insurance is available and who pays. Keep the agreed conditions with the booking details for reference. 1. What happens if you're late? 2. What happens if you can't cover the service (vehicle or driver failure)? 3. Do you offer goods insurance? What does it cost and cover? 4. Do you send a photo and the recipient's name for every delivery? ## How do you reduce risk before shipping? Pack the order appropriately and photograph its condition before collection. Confirm the full address, authorized receiver and a working phone number. Tell the team about fragile products and any access requirements. These steps help prevent avoidable handling problems, while insurance terms address covered losses separately. - **Photo before it leaves:** together with the delivery photo, you know when something happened. - **Packaging that fits the product:** see [cakes and flowers](https://sivalogistics.com.mx/en/guides/how-to-deliver-cakes-and-flowers-without-damage) and [artwork](https://sivalogistics.com.mx/en/guides/how-to-ship-artwork-and-paintings-mexico-city). - **Complete details:** most failed deliveries come down to an incomplete address. - **Proof:** photo, name and time for every delivery. See [proof of delivery](https://sivalogistics.com.mx/en/guides/proof-of-delivery-customer-says-order-never-arrived). ## Frequently asked questions Book a dedicated block one day ahead, or request the afternoon route before noon, subject to space. Blocks run Monday to Saturday in morning and afternoon slots. For same-day requests, check availability on WhatsApp. Confirm your areas, order count and date when booking. The answers below cover other details to check before dispatch. **How far in advance should I book a delivery?** Book a dedicated block one day ahead. For same-day requests, check availability on WhatsApp. Blocks run Monday to Saturday, from 8:30 am to noon or 1:00 to 4:30 pm. For the afternoon route, request delivery before noon, subject to space. **Is goods insurance included in the block?** No. It's optional: you request it when booking and its cost is on you. We confirm terms and cost before the shipment leaves. **What if the van breaks down during my block?** If a van or driver failure keeps us from covering your block, you get your money back. **What if you're late for pickup?** If we arrive late at the start of your block, that time isn't charged. ### Shipping something high-value? Tell us what it is and its approximate value. We'll tell you how to ship it and what insurance costs. [Ask on WhatsApp](https://wa.me/525510115292?text=Hi%20SIVA%20%F0%9F%91%8B%20I%27d%20like%20to%20ship%20high-value%20goods%20and%20ask%20about%20insurance.%20Area%3A%20%C2%B7%20Number%20of%20deliveries%3A%20%C2%B7%20Date%3A) [Use the form](https://sivalogistics.com.mx/en/quote) ### Keep reading [Proof of delivery: when a customer says it never arrived](https://sivalogistics.com.mx/en/guides/proof-of-delivery-customer-says-order-never-arrived) [Delivery apps vs. a dedicated delivery service](https://sivalogistics.com.mx/en/guides/delivery-apps-vs-dedicated-delivery-service) ### On-time guarantee If we arrive late at the start of your block, that time isn't charged. [Book a block](https://wa.me/525510115292?text=Hi%20SIVA%20%F0%9F%91%8B%20I%27d%20like%20to%20book%20a%20block.%20Area%3A%20%C2%B7%20Number%20of%20deliveries%3A%20%C2%B7%20Date%3A) Monday to Saturday · 2 time slots ## Book your next delivery Book your next delivery with SIVA Logistics on WhatsApp: choose a 3.5-hour dedicated block, a single delivery or SIVA Personal, a driver and van by the hour. We work Monday to Saturday in Interlomas, Santa Fe, Lomas de Chapultepec and Polanco, and beyond those areas subject to availability. We send a quote that fits your deliveries, usually within minutes, before you book. [Get my delivery quote](https://wa.me/525510115292?text=Hi%20SIVA%20%F0%9F%91%8B%20I%27d%20like%20a%20delivery%20quote.%20Area%3A%20%C2%B7%20Approx.%20deliveries%3A%20%C2%B7%20Date%3A)[Call: 55 1011 5292](tel:+525510115292) Our guarantee: if we arrive late at the start of your block, that time is free 1. Message us 2. We reserve your block 3. Get an update and photo Not for refrigerated cargo, hazardous materials or oversized items ## Questions and answers (from this page's structured data) **How far in advance should I book a delivery?** Book a dedicated block one day ahead. For same-day requests, check availability on WhatsApp. Blocks run Monday to Saturday, from 8:30 am to noon or 1:00 to 4:30 pm. For the afternoon route, request delivery before noon, subject to space. **Is goods insurance included in the block?** No. It's optional: you request it when booking and its cost is on you. We confirm terms and cost before the shipment leaves. **What if the van breaks down during my block?** If a van or driver failure keeps us from covering your block, you get your money back. **What if you're late for pickup?** If we arrive late at the start of your block, that time isn't charged.