Lost or damaged in transit: filing a claim

When a claim can be filed

Report the problem to us within 14 days of delivery, or of the expected delivery date for a package that never arrived, and we file as soon as we have what we need. Each carrier sets its own deadline:

Carrier	Lost	Damaged or missing contents
USPS	From 15 to 60 days after mailing	Within 60 days of mailing
UPS	Within 60 days of the scheduled delivery	Within 60 days of delivery
FedEx	Within 9 months of shipping	Within 60 days of shipping
UPS Mail Innovations	Not claimable	Not claimable

Claims outside these windows are not accepted by the carriers.

What we need

• Order number (the shipping number from the portal) and the customer name
• Tracking number and carrier
• The sales invoice showing what the customer paid
• For damage: photos of the box, the packing, and the damaged items
• The box and packing themselves, kept until the claim is closed, in case the carrier asks to inspect them

Open a request in the support portal with these and we file the same business day.

What the carrier pays

Carriers decide claims on their own terms and coverage limits, usually within 30 to 90 days. Approved amounts are credited to your account. Standard coverage is limited (typically $100 per package), and some economy services, including UPS Mail Innovations, carry no insurance at all, so no claim is possible. We strongly recommend adding carrier insurance for orders worth more than $100; ask us to set a rule by order value.

What is not claimable

• Packages marked delivered, unless there is evidence the carrier delivered to the wrong place
• Shipments sent by UPS Mail Innovations, which carry no insurance
• Packages returned to sender
• Shipping and reshipment costs; claims cover the value of the goods as sold

Replacements

A claim does not wait for a replacement. Create or ask for a replacement order right away; see Missing, wrong, or damaged items in a shipment.