We understand and realize that in the world of shipping, damages and losses happen. It could be our mistake or the carrier's, but we want to make sure that your items are covered!

Important Notes: 

  • All claims filed through ShipBob for packages lost or damaged in transit must be filed within 90 DAYS of the ORIGINAL ship date. Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers. 
  • We can only provide a refund for the order value at the time it was fulfilled (e.g. if you sell a shirt for $20 but you had a promotion for $5 off for this order, then we would only refund $15 on this order and not $20).
  • International lost in transit claims: Due to low carrier scan rates in other countries, we require you attach communication from the end customer stating they did not receive the package.
  • Orders that never get tracking updates are not eligible for claims. If an order is labeled and doesn't get tracking updates within 5 business days we will treat the order as lost inventory. ShipBob will apply a credit for the manufacturing cost of the items lost and also a credit of the fulfillment cost.
    Note: This only applies to domestic shipments, and currently we are unable to provide any kind of reimbursement for international orders that do not get tracking updates due to COVID-19 and the disruptions in international shipping.

Orders Up to 100$ Value:

Every shipment shipped through ShipBob is covered up to $100, regardless of the carrier used. We will provide instant refunds for these shipments.

  • To get an instant refund for a lost or damaged shipment, please contact the Merchant Care team.
  • You can create a reshipment in the system and ship out the item to the recipient again by copying the order and modify it if needed. We do not cover the shipping or reshipment costs for the lost/damaged items.
  • We need to receive the invoice or proof of the value of the item to provide to our insurance company.

Orders Over 100$ Value:

If you are shipping items with a value of over $100, we highly recommend you purchase additional insurance. ShipBob cannot provide refunds or file claims for values over $100 if the order is NOT insured.

Learn how to add insurance to orders Here.

Note:

  • If the Insurance Value is over $300, a signature will automatically be required and charged. 
  • If the item is insured, we can provide instant refunds for a value of item(s) up to $500.
  • If the item is NOT insured, we can only provide instant refunds for up to $100 of the total value of the item(s) (as described above). 
  • The insurance policy does not cover the shipping cost of the lost/damaged order.
  • You can create a reshipment in the system and ship out the item to the recipient again by copying the order and modifying anything as needed. We do not cover the shipping or reshipment costs for the lost/damaged items.
  • We need to receive the invoice or proof of the value of the item to provide to our insurance company.

If the value of the item is over $500, unfortunately, we need more information and cannot give instant refunds. The process for filing claims for items with value over $500 needs to include everything above and additionally, due to the value of the item, we also need pictures of damaged goods and an invoice of the item as well as ask the client to hold on to the package if still in their possession. If lost, then we would need an invoice and a proof of loss. We will then submit this information to our insurance company and as soon as we get approval from them (usually takes 2-3 weeks), we will reimburse the money right away.

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