How to File a Claim for Shipments

What kind of shipments can qualify for Claims?

In order to file claims with couriers, the shipping method that you used must have one of the following things:

  • Tracking Number (USPS Delivery Confirmation or a tracking number from DHL/UPS/FedEx)
  • Insurance
  • Guarantee delivery service

In instances of lost shipments, if the tracking number states that they are delivered, these are very hard to dispute with USPS, and will require you to speak with your local post office to see if they can track this item. We cannot file a claim for these types of shipments. 

If you have a package that is not delivered on time, or it's taking longer than normal, please notify us.  If it is determined that the package was lost or damaged during transit, we will initiate a claim with USPS and other couriers for you. In order to file the claim, we need the following:

  • Tracking number: Please note that only shipments with USPS Delivery Confirmation or a tracking number from DHL/UPS/FedEx can be submitted for claims.
  • Shipment number: the shipment that the claim relates to.
  • Evidence of value: documents to show the item’s value or repair costs, such as sales receipts or invoices.

It is very important to retain all packaging materials and items. You may need to take the package to your local post office to verify damage.

According to the USPS website, if you receive an article from abroad that is damaged or has some contents missing, take it to any post office right away. Be sure to take the item(s), mailing container, wrapping, packaging, and any other contents to show proof of damage upon delivery.

The post office will verify the damage and have you complete a claim form. The package may have to be returned to its country of origin to complete this claim.

How long does it take to complete an investigation?

Depending on where the shipment was sent (domestic/ international) a claim process can take between 5 - 35 working days upon filing an inquiry. When we file a claim for you, we will always provide you with an estimate time to hear back from the courier as well as any case number we may start for you.  

We will submit the necessary documents for you, and if we do require any additional information prior to filing a claim, we'll reach out to you ahead of time.  As long as all the documents are in line, usually the claims process moves smoothly.  Once we get the postage/insurance funds from the courier - the credit will be issued to your mailbox account for the postage costs and for the insurance funds that you've won through the claim.

What will happen if my claim is denied?

Should any issue arise and if the investigation finds discrepancy to our claim, at that point, we will hand the initial findings of the claim to you, and you can file an appeal for your shipment.  

You are welcome to write an appeal letter.  They can either mail the appeal letter to the post office directly or send the appeal letter to us and we will mail it out on their behalf. 

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