How to file a claim for undelivered package

From time to time, some problem with delivery occurs, and package might not be delivered. If you think that your package was lost during the transport, we have created a function which will help you to file a claim and resolve this issue.

1. Start a Claim process

Login into your Shipito Client Account and click the link "File a claim" on the main page.

2. Select type of Claim

There are two options in this step:
 a) package was sent from our warehouse, but not delivered to you
 b) package was not delivered to our warehouse

please select appropriate option.

2a. Package sent from Shipito, not delivered to you 

- Select corresponding package from the drop down menu. System will display detailed information about the package (tracking number, mailout date, shipping method), and claim availability.
- If the claim is available, you can specify additional details about the issue, and then click Submit Claim button.

Please note, that we can file claim only for methods with international tracking number (FedEx, USPS Express Mail, USPS Priority Mail). There is also certain time period, when we can file a claim (with USPS 30-45 days after the package is mailed out). Details are always displayed when you are entering the claim.

2b) package not delivered to your Shipito Account 

Use this option if the package doesn't appear on your account, but tracking information shows that it was delivered to our address. All you have to enter is the tracking number, which shows that the package is already delivered, and then click "Submit Claim" button.

Please allow at least 1 business day to enter all packages, as we are receiving large numbers of packages every day

3. Processing Claim 

When the claim is entered in the system, it will appear on your account. We will notify you once we know more information.