Lost and Damaged in Transit Claims

The ShippingTree team would like to define and clarify any lost in transit and damaged in transit policies. The Below is an FAQ of our policies:

1. Q. When would you define a package as “lost in transit” (e.g. no tracking updates for x days)? 
   • A. Shipping Tree defines a package ‘lost in transit’ if there is no movement for 7-10 days on a domestic package, and 14-21 days on an international package. If it’s only been 2-3 days, it’s most likely just stuck.
2. Q. How would you define a package as “damaged in transit” (e.g. any merchant writing about a damage)?
   • A. If the tracking actually states the order has been damaged during transit or the customer complains that it arrived damaged. They would then need to file a claim with the carrier.
3. Q. What is your policy for reimbursement/insurance on losses in transit (e.g. “courtesy” insurance up to $X in retail value)?
   • A. It depends on the carrier and the shipping method. Some methods come with insurance built in and some customers pay extra to add insurance to a package. If there’s a claim, it is the customers responsibility to work it out with the carrier. There are some instances where ShippingTree would step in, but that’s only if they can’t file the claim on their end.
4. Q. What is your policy for reimbursement/insurance on damages in transit (e.g. “courtesy” insurance up to $x in retail value)? 
   • A. Same as above. Clients are responsible to follow through with claims with the carriers.
5. Q. Do you have insurance to file claims for losses or damages in transit to recoup costs?
   • A. ShippingTree doesn’t personally insure shipments. The insurance is built in through the carriers and we’re here to help file claims if needed.
6. Q. What documentation or information is required to proceed with a lost or damaged in transit claim?
   • A. This all depends on the carrier, however, all will usually require a photo of the damage at a minimum.

Packages Lost or Damaged in Transit

While infrequent, packages are occasionally lost or damaged while in transit with the carriers. With ShippingTree, you have three options with regard to insurance for lost and damaged orders:

1. No Insurance Purchased: 

Many carriers automatically insure shipments up to $100 in retail value. Claims must be filed directly with the carriers and you or your end customer will need an account with the carrier to file. Please see the below links to ShippingTree’s carrier partners.

USPS

FedEx

DHL

UPS

    2. Purchase Additional Insurance Through ShippingTree:

Follow the guidance here on How to Add Insurance to an Order. 

ShippingTree’s insurance partner is Shippo. In the event that you have insured an order with this additional insurance, contact support@shippingtree.co for assistance in filing the claim with all of the below information:

• Tracking number
• Details of loss or damage
• If damaged, photos of the damage

    3. Third-Party Insurance Broker:

You are welcome to partner with a third-party insurance broker. In this instance, claims will be filed directly with your third-party partner.