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, however rarely, 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. 


What is truly required for each claim varies depending upon the reason for the initial filing. That said, in all instances, we would require the following information to begin the process emailed to claims@shipmonk.com : 


  • 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. 

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.