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What to Know About Filing a Claim

Before filing a claim, it's important to understand why it matters, what you should do with your package during the process, and how long resolution typically takes.

  • What should I do if my shipment arrived damaged or is lost?

Please submit a claim using our form and include as much detail as possible. Incomplete submissions—especially missing photos—reduce the likelihood of approval.

  • What do I need before I submit?

Have the following ready:

  1. Order invoice showing the value of the damaged items
  2. Photo of the shipping label on the box
  3. 1–3 photos of the outside of the box
  4. 1–2 photos of the inside of the box (top-down view)
  5. 1–3 photos of the damaged product

Tip: Upload clear, well-lit images. Claims lacking photos are often denied by carriers.

  • Should I keep the packaging?

Yes. Ask your customer to keep the original box, packing materials, and product after taking pictures. Carriers may send a driver to inspect the shipment.

  • How long does processing take?

Claims processing can take up to 120 days.

  • What is the filing deadline?

All claims must be submitted within 7 days of the customer receiving the shipment.

  • What happens if my claim is approved?

If the carrier approves the claim, a credit will be issued on your next invoice.