We understand and realize that in the world of shipping, damages and losses happen. ShipBob offers insurance up to $100 of the total retail value of an order as a courtesy.
If you are shipping orders with a value of $100 or greater, we strongly recommend purchasing additional insurance. ShipBob cannot provide refunds for values over $100 if the order is NOT insured.
To file a claim with us, please navigate to the actions drop down on the order details page.
You will be asked to provide:
The Shipment ID
Your ShipBob Account Email Address
Shipment type (Domestic/International)
Required document(s) as outlined in the table below
Our dedicated claims team will then be in touch to update you on the status of your submission.
ShipBob will not file lost in transit claims or offer refunds for orders marked as "Delivered" or orders that have a final scan.
ShipBob will not file claims if the tracking says "Arrival in Destination Country".
ShipBob does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide any further information from what is applied and shown on their tracking portal.
In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, their support does not have visibility of whether this shipment is in their possession.
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 do not cover the shipping or reshipment costs for the lost/damaged items.
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).
If the Insurance Value is over $300, a signature will automatically be required and charged.
If the order is NOT insured, we can only provide instant refunds for up to $100 of the total value of the item(s) (as described above).
APO/FPO/DPO addresses are considered international by the carriers and are held to the 30-day tracking requirement before moving forward with a lost in transit claim.