Shipping Claims

 

 

To do list when filing a claim

When filing claims it is necessary that the service you purchased has insurance included or added at the time of purchase.  Insurance claims can only be paid up to the value of the included or purchased insurance amount.  If your service does not have insurance included or added, there is no claim we can file for you.  There are different types of shipping claims and we have listed below what steps you need to take with each type of claim.  We will handle the paperwork for you.

 

Claims must reported within a specific time period and it is important that these items are done right away:

 

Damage Claims

When filing damage claims, we need to provide details regarding the shipment which prove that the item(s) where packaged properly.

 

1. Report the claim to us within 15 days of delivery.  We must have the claim reported with the carrier in at least 15 days after the delivery.  If you report longer than this time, you may be unable to file a claim.

    

2. Keep all the packing materials.  Do not throw them away.  This includes the container and all internal cushioning.

    

3. Take photos of the damaged item(s) and the packaging.  So we have proof of the damage.  The claim may be settled without a claims adjuster needing to come out and view the damage.  This can speed up the process.

    

4. Do not re-ship the damaged item(s).  The claim process must be completed before you re-ship any damaged items.  If your items need to be repaired in an offsite location, the claim must be approved first before you do this.

    

5. Obtain proof of value of the damaged item(s).  When we file your claim, we need to prove the value of the damaged items.  Proof of value are best proven with a receipt from when purchased.  If you do not have the original receipt, you can prove the value by printing a copy from a catalog (printed or website) that lists the item description and price.

 

Loss Claims

When filing loss claims, we need to prove that the shipment was not received.   

 

1. Verify with the recipient that do not have the shipment.  Have them check with all members of their household and neighbors.  Have them check around all areas outside the house as the drivers will sometimes place shipments in places where they are not noticeable (They do this to help avoid theft).  With some loss claims, we will need a written letter from the recipient stating that the shipment was not received (We will let you know if that is necessary once we file the claim).

   Once a shipment is delivered, the claim may need to be reported with the recipient’s home insurance policy.  The carrier is responsible to deliver to the address and can leave the shipment if no signature is required.  To avoid this issue, you can purchase a signature required service at the time of purchase. 

    

2. Report the claim to us within 7 days of delivery.  We must have the claim reported with the carrier in at least 7 days after the delivery.  If you report longer than this time, you may be unable to file a claim.

    

3. Obtain proof of value of the lost item(s).  When we file your claim, we need to prove the value of the damaged items.  Proof of value are best proven with a receipt from when purchased.  If you do not have the original receipt, you can prove the value by printing a copy from a catalog (printed or website) that lists the item description and price.

 

Service Failures 

Shipments send with guaranteed transit times can be eligible to a money back guarantee in the event they are delivered after the guaranteed delivery date and time.  Service failures are not covered when there are service delays that are out of the carriers control.  These items include and are not limited to weather delays, incorrect/incomplete addresses, acts of God, government/customs delays and more.

 

Please contact us and we will file a claim for you.  All service failure claims are subject to the carriers terms and conditions, decided by them and are final.

 

1. Report the claim to us within 7 days of delivery.  We must have the claim reported with the carrier in at least 7 days after the delivery.  If you report longer than this time, you may be unable to file a claim.

 

If you have any questions, please contact us right away.