At ShipMonk, we use the best carriers, and they are able to transport your goods without incident better than 99.9% of the time. We understand that shipments can get lost, damaged, or misdelivered. In these instances, you may be able to file a claim! All packages are insured automatically for a maximum of $100 unless you add additional insurance


What is required for each claim varies depending upon the reason for the initial filing. That said, in all instances, we would require the following information when submitting a ticket:

  • Order Number
  • Customer Name
  • Nature of the issue (in most cases of non-delivered or damaged packages, we will also need a statement from your customer. See details below).

From there, we can look up the order and determine whether a claim can be filed.

Here are some scenarios that can help you understand whether or not a claim can be filed, and how we can go about trying to recoup the loss: 

 
PACKAGE SHOWN AS DELIVERED; CUSTOMER CLAIMS TO HAVE NOT RECEIVED IT
Let's start with the bad news. If a customer wants to file a claim, but the tracking number reveals that the package was "Delivered" to the correct address and there is no evidence of damage, we cannot file a claim. Before you reship the order, double check with the customer that the package is not with a front desk person or neighbor. 

PACKAGE WAS MISDELIVERED
This is the easiest claim to file! If we can see that the package was delivered, but went to the wrong address, all we will need to do on our end is file the tracking number, the order, and the ship date. You will need to provide us with proof of value. We will need to document, either with a screenshot or a .pdf, the replacement cost of the item in question (not the retail price).

PACKAGE WAS LOST IN TRANSIT
If the package was lost, we have to ensure that we have waited 30 days from the ship date. From then, we will just need the proof of value to file a claim. We will also require a signed statement that the customer did not receive the package. 

PACKAGE WAS DAMAGED OR OPENED
If the package arrived in damaged condition, we can file a claim. Doing so, however, is somewhat complicated. We will require the proof of value. We will also be requiring a signed document from the recipient stating that they have not received the entirety of the order and/or the goods were damaged. Finally, we will require photographic documentation of the damage. 

Once you have provided us with all required documentation, we will file a claim on your behalf. If we receive a positive resolution, the total amount retrieved would be deducted from your invoice. Either way, we will notify you! If you have any questions regarding claims that was not explicitly addressed here, we recommend reaching out to you Happiness Engineer for further details. 



*IMPORTANT* HOW LONG DO I HAVE TO FILE A CLAIM?


The answer to this question depends on your carrier and shipping method. Below is list of all the carriers and their methods along with the time periods for which you can file a claim. If your claim is filed after these time periods you WILL NOT be able to file a claim.


  • FedEx
    • FedEx Express
      • Damaged or missing contents claims must be filed within 60 calendar days of the shipment date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date. 
    • FedEx Ground
      • Packages that are damaged or have missing contents must be reported within 60 calendar days from the delivery date. Claims can be filed up to nine months from the delivery date.
    • FedEx SmartPost 
      • Claims must be filed within 90 days of physical entry into the FedEx network. FedEx. SmartPost is not a guaranteed service and therefore cannot cover claims outside of the FedEx network.
  • USPS 
    • Domestic U.S.
      • 60 days maximum
    • International
      • 60 days maximum
    • Military
      • 180 days maximum
    • Insured Mail 
      • 1 year maximum
  • UPS
    • Continental U.S.
      • 5 months if reported online. 9 months if reported to UPS Customer Service.
    • All Other Shipments
      • Up to 60 days from the date of expected delivery 
  • DHL 
    • DHL Express
      • Submitted within 30 days from the date that DHL accepted the shipment
    • DHL Ecommerce
      • Must be submitted within 90 days from the date that DHL eCommerce accepted the Shipment