Sometimes deliveries go wrong, when that happens it's possible to file a claim with the carrier of the shipment.
The following applies to all domestic USA and Canada shipments only.
If your customer has had a package significantly delayed, damaged, or lost here's how it works.
Who is eligible to make a claim?
Claims can be filed by either the seller, or the customer. Claims can only be filed for packages with confirmed delivery attempts and confirmed issues stated on the tracking information, such as the package is damaged, lost or delayed.
If the shipment in question does not have these issues stated on the tracking information, a claim cannot be filed, and more information will need to be obtained about the package from the carrier first.
Claims must be filed within 30 days of the delivery date or the date the package was expected to arrive.
Contact the carrier and filing a claim.
As detailed in our Shipping Guide, deliveries to the USA are handled by USPS as our last-mile partner, but will also be handled by UPS or Fedex along the way.
You will first need to contact USPS to file a claim with them. After some investigation, they may defer the claim to UPS or Fedex, if they have found the issue to be with their part of the journey, instead.
You can file a claim with USPS here.
If required, you can file a claim with FedEx via Customer Service
What information do I need to provide when submitting a claim?
When making a claim, you must provide as much relevant documentation as you can, including:
- Proof of Shipment (Tracking information or the shipping label)
- Proof of Value (An invoice or receipt of the sale)
- Proof of Damage (photos, etc) OR
- Proof of loss (declaration of non-receipt)
Investigation, resolution and appeals.
Once your claim is in process, the carrier will conduct an investigation. During this time you might be asked for more information or evidence.
The carrier will asssess if the claim is valid, and determine the appropriate resolution based on their internal policies and guidelines.
You'll then be notified of the investigation results and the resolution form the carrier.
If you're unhappy with the result of the carrier decision, you have the option to appeal the decision.
Appeals should be supported by new evidence or information that was not previously considered during the initial claim investigation.
If you need any more help with the claims process or a claim you have made you should contact USPS directly.