When to File a Claim
You should file a claim if:- Package is lost – Shipment never arrives at destination
- Package is damaged – Contents arrive damaged during transit
- Package is stolen – Shipment delivered but missing
- Package is delayed – Extreme delays may be covered (check policy)
Claim Filing Timeline
- Damage claims: within 30 days of label creation
- Domestic loss claims: between 15 and 60 days after label creation
- International loss claims: between 30 and 90 days after label creation
Claims filed outside these timeframes are not eligible for reimbursement.
How to File a Claim
Step 1: Prepare Documentation
Gather the required documents:- Proof of value – Original receipt or invoice
- Shipping label – With tracking number
- Photos – Packaging before/after, damaged contents
- Customer statement – If reporting theft or non-delivery
- Repair estimates – For partially damaged items
Step 2: Access the Claims Portal
- File your claim here
Step 3: Enter Claim Details
Provide:- Tracking number
- Claim type (lost, damaged, stolen, delayed)
- Package value (declared insured value)
- Incident description
- Contact information
Step 4: Upload Documentation
Attach supporting files:- Receipts/invoices
- Photos of packaging and items
- Repair or replacement estimates
- Any carrier correspondence
Step 5: Submit & Track
- Review your claim
- Submit for processing
- Receive confirmation with a claim number
- Track progress in your dashboard or by email
Claim Processing
Review Process
- Initial review: 1–2 business days
- Investigation: 5–10 business days
- Decision: Usually within 30 days
- Payout: Issued within 7–10 business days after approval
What Happens During Investigation
The claims team will:- Contact the carrier for shipment records
- Review your documentation for proof of value and damage
- Verify coverage against policy rules and exclusions
Common Claim Issues
Denied Claims
Typical reasons:- Missing or insufficient documentation
- Filed outside eligibility window
- Item was excluded from coverage
- Pre-existing damage not related to transit
- Declared value didn’t match proof of value
Appeals
If denied:- Review the denial reason
- Gather additional documentation
- Resubmit within 30 days of denial
- Contact support for assistance
Claim Payment
Payment Methods
- Direct deposit (bank transfer)
- Check (mailed to your address)
- Credit card refund (if applicable)
Payment Timeline
- Approved claims: Paid within 7–10 business days
- Appealed claims: May take an additional 5–10 days
- Complex claims: Can take up to 30 days
Prevention Tips
- Insure adequately – Always cover the full replacement value
- Package securely – Use sturdy boxes, cushioning, and tape
- Document thoroughly – Take photos of items and packaging
- Track shipments – Monitor deliveries closely
- File promptly – Don’t wait if an issue arises
Good documentation (photos, receipts, invoices) significantly improves your chances of a successful claim.