If you are shipping items with a value 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.
You can do so by either manually inputting the value of the item in insured amount in the Order Details page, or by letting us know to import the value of the order automatically.
Cost of insurance is just 1.875% of the value of the item! Click here for how to purchase insurance!
*Please note, if you enter Insurance Value over $300, a signature will automatically be required and charged to the order.
If the item is NOT insured, we can provide instant refunds for up to $100 of the total value of the item(s).
If the item is insured, we can provide instant refunds for value of item(s) up to $500.
*Please note: claims can only be filed for orders shipped in the last 90 days
To get an instant refund for a lost or damaged shipment, please reach out to ShipBob Support (firstname.lastname@example.org) and provide the following required information (see example below):
|ShipBob Order ID||12345|
|Nature of Loss||Damaged Item|
|Merchandise Description||ShipBob Coffee Mug|
|Invoice/proof of Value of Merchandise||Attached**|
|Screenshot of the email or message from customer notifying you of the Loss or Damage||Attached**|
* 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 value of the item to provide to our insurance company.
*** The insurance policy does not cover the shipping cost of the lost/damaged order.
Once we receive this email, please allow 3-5 business days for the claim to be processed, then we will be able to submit an immediate credit of up to $100, or if insured up to $500.
If the value of 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 client to hold on to 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 an approval from them (usually takes 2-3 weeks), we will reimburse the money right away.