I. Introduction 

II. Instructions 

I.  Introduction

If you are shipping eCommerce orders there will inevitably be times when there is an issue with one of those orders. 

We at ShipMonk have inputted several layers of quality control and our processes are designed to prevent them as much as possible; we also work with the best possible carriers to ensure your shipment is delivered correctly 99.9% of the time. In those instances when it is not you may be eligible to file a claim. 

II.  Instructions

To file a claim please go to the order detail page of the order affected and click on the link to our claims form located on the top right corner of the order details page.

The form will direct you to provide the requisite information for us to either investigate internally or to have the best chance to win a claim with the carrier depending upon the type of claim. 

In addition to knowing the order and the basics of what happened, we generally ask for the following details:

Fulfillment Error

  • Picture of the order received or correspondence with the end customer

Shipping Error Lost

  • Invoice of Order Shipped or Purchase Order from Supplier Providing Proof of Value
  • Correspondence from the end customer displaying non-receipt of the package

Shipping Error Damage

  • Invoice of Order Shipped or Purchase Order from Supplier Providing Proof of Value
  • Picture of Damaged item preferably including the damage to the packaging

Once you file the claim either your Happiness Engineer or one of our Claims Specialists will reach out to you letting you know it has been received and update you as to the progress of the claim. 

Any amount received from the carrier for claims will be credited to your ShipMonk account.


The answer to this question depends on your carrier and shipping method. Below is a 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 we WILL NOT be able to file a claim.



  • 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.


  • Domestic U.S.
    • 60 days maximum
  • International
    • 60 days maximum
  • Military
    • 180 days maximum
  • Insured Mail 
    • 1 year maximum


  • Continental U.S.
    • Within 5 months from the ship date.
  • All Other Shipments
    • Up to 60 days from the date of expected delivery.


  • DHL Express
    • Must be 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

Fulfillment ShipMonk

  • Domestic
    • Must be submitted within 30 days of the ship date.
  • International
    • Must be submitted within 45 days of the ship date.