How Do I File a Claim?
First, go to our File a Claim page and enter your email address along with the order number.
Next, pick out the affected items or opt for My entire order was lost, damaged, or stolen.
Finally, indicate whether it was lost, damaged, or stolen, specify if you prefer a reshipment or refund, and describe the issue so we can investigate it thoroughly for you!
Policies & Procedures
General
Claim Filing Deadline
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Claims must be filed within 14 days from the date the package was marked as delivered.
Orders That Are Unfulfilled or Unshipped
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If a customer’s order is marked with a status indicating it is unfulfilled or unshipped, it means the order has not yet been processed by the merchant. ShipInsure does not provide coverage for orders that have not yet been shipped out.
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Shipping carrier statuses that indicate the package has not been shipped are the following but not limited to:
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Confirmed
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Unfulfilled
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Pre-Shipment
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Label Created
Note: that ShipInsure Package Protection is not in effect for unfulfilled or unshipped orders.
Missing Item
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ShipInsure does not offer coverage for items missing from an order unless there is clear evidence of package tampering upon arrival. In such cases where no tampering is evident, customers will be directed to contact the merchant for further assistance.
Delivered to Wrong Address
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If the customer provided the correct address at checkout but the package was delivered to the wrong address, ShipInsure will reship or refund the order on behalf of the customer.
Input Wrong Address
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If the customer entered the wrong shipping address at the time of ordering, ShipInsure does not provide coverage. The customer will be directed to contact the merchant to rectify the incorrect address.
Freight & Cargo Facility Addresses
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We are unable to provide coverage for claims involving packages shipped from or delivered to freight or cargo facility addresses. These locations are frequently associated with fraudulent activities and cannot be adequately verified.
Single Order Divided Into Multiple Packages
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If an order is divided into multiple packages, our policies will apply individually per package or packages and their associated tracking numbers. For example, if one package arrives and the other package is returned to the sender, we will direct the customer to contact the merchant.
Signature Present
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ShipInsure will not provide coverage for an order if a legible signature of the customer's name or initials is present on the order tracking. However, an exception to this rule exists in cases where foul play is suspected.
Out of Stock
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If the claim is approved, ShipInsure will refund customers for out-of-stock items, allowing them to reorder once the item is available.
Unsatisfied With Item
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ShipInsure does not provide coverage where the customer is unsatisfied with the item received, such as disliking the color, size, or functionality of the item. The customer will be directed to contact the merchant for further assistance.
Expedited Shipping Delays
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ShipInsure does not provide coverage for delayed shipments for any reason.
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Shipping carriers update their websites with expected delays caused by factors such as inclement weather or other barriers to delivery.
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Additionally, if the customer paid for expedited shipping but the package arrives outside of the expected delivery window, ShipInsure does not provide coverage for these situations.
Non-Sanctioned Shipping Address
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ShipInsure is based in the United States of America, and due to US shipping policies, ShipInsure will not cover issues related to shipments to countries that are not sanctioned by the US.
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A list of sanctioned countries is available here.
Closed Claims
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If a customer does not respond to our correspondence within 7 days, ShipInsure will automatically close the ticket & claim.
Refund Requests for ShipInsure Package Protection
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If the customer’s package has not yet shipped, ShipInsure can refund the ShipInsure Package Protection premium on their order.
Note: that once the item has shipped, ShipInsure is already protecting the package and cannot provide a refund to the customer.
Subscription Items
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For existing subscriptions where customers have purchased ShipInsure Package Protection, if any items in the subscription are lost, stolen, or damaged during transit and can be purchased individually, ShipInsure will reship those items.
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If the items cannot be purchased individually, ShipInsure will refund the customer for those items.
Multiple Claims
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To protect our team, and our partnering merchants, from fraudulent behavior, we may need to flag suspicious claims or, unfortunately, deny them. This includes multiple claims in the same coverage category within a short period.
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Once this threshold has been reached, a three-month waiting period will commence from the date of your last claim. After which time we will resume processing claims for you with that specific merchant.
Note: that if repeated behavior persists when filing claims, you may be banned from using ShipInsure coverage in the future.
Evidence Requirements
Supporting Evidence
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ShipInsure will request additional evidence to support the customer's claim including but not limited to:
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Photo(s)
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Video
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Camera Footage
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Police Report
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Confirmation of Shipping Address
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Proof of Identity
Note: ShipInsure reserves the right to deny a claim if the requested evidence is not provided.
Filing a Police Report
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ShipInsure may request a police report for the following
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Claims submitted as Lost or Stolen.
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High-value order claims.
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In cases where suspicious or fraudulent activity is observed.
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A police report can typically be filled out online through the website of the customer’s local police department. This report should include an explanation that ShipInsure is a package protection company and has insured the customer's missing or stolen package.
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The customer will need to provide ShipInsure with the report number and a PDF copy of the police report.
Note: Once the police report is requested, it will be required to continue processing the claim.
Damaged
Damaged Items
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Damaged items are products that arrive in an unusable condition, such as being shattered, bent, crushed, ripped, or showing comparable damage.
Coverage Limitations
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ShipInsure excludes coverage for the following:
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Scratches and dents
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Manufacturing defects
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Packaging errors
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Unsealed items
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Furthermore, we do not cover damages to packaging materials, including but not limited to:
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Plastic wrapping/seals
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Individual item boxes
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Wrapping paper
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Shipping boxes
Lost
Lost Packages
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Lost packages are defined as the following:
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Packages that have not yet been delivered.
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Packages that are marked as delivered but are not present at the delivery location.
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Packages that the shipping carrier as determined to be lost in transit.
Packages Not Yet Delivered
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If a package has not yet been delivered and the shipping carrier has not determined it to be lost in transit, the claim will be placed on hold until it's determined to be lost or the tracking has not been updated for a specified period of time.
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For domestic shipments (US & Canada), tracking must not receive an update for 7 business days or more.
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For international shipments, tracking must not receive an an update for 14 business days or more.
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We will ask the customer to contact us on a designated date if there is no update on their tracking or if the package has not been delivered, so that we can continue to assist them with their claim.
Packages That Are Marked as Delivered
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If a package is marked as delivered but is not found at the designated delivery location, we require a specific waiting period before proceeding with a claim.
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For domestic shipments (US & Canada), we require a minimum of 2 business days after the delivery date before proceeding with a claim.
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For international shipments, we require a minimum of 14 business days after the delivery date before proceeding with a claim.
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These waiting periods allow for any potential delays or errors in delivery status updates.
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We will ask the customer to contact us on a designated date if the package does not arrive within the stated time period, so that we can continue to assist them with their claim.
Packages Declared as Lost in Transit
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If the package is confirmed lost by the shipping carrier through a tracking update, we will promptly move forward with the customer's claim process.
Packages Labeled "Return to Sender"
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ShipInsure does not provide coverage for packages labeled Return to Sender as the package has been sent back to the merchant and is not considered lost. This can occur but is not limited to the following reasons:
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Invalid address
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Delivery issues (E.g., Inclement Weather, Inaccessible Locations, etc.)
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Recipient is unavailable at the location
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Required signature was not provided
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Package was refused
Exceptions for Packages Labeled “Return to Sender”
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ShipInsure may cover the claim if the returned item is perishable or if the merchant is unable to reuse it.
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ShipInsure will provide coverage for packages returned to the sender if the package is lost in transit, damaged, or if the package was returned to the sender due to a carrier error.
Order Stuck in Customs
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ShipInsure cannot provide coverage when a customer’s order is delayed by international borders or customs.
Note: The customer is responsible for paying any required customs fees in order to receive the package.
Stolen
Stolen packages
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Stolen packages refer to shipments that are marked as delivered with accompanying proof, yet are not found at the designated delivery address. Proof can include but is not limited to:
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Photo of the delivered package provided by the shipping carrier on the tracking details.
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Signature provided on the tracking details.
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Camera footage of the package being delivered.
Order Marked Delivered but Package Not Received
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If a package is marked as delivered with accompanying proof, but is not found at the designated delivery location, we require a minimum of 2 business days after the delivery date before proceeding with a claim.
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This policy is to ensure it was not mis-delivered, easily found around the premises of the designated delivery location, and/or to determine if further evidence is required.