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How do I report a lost, undelivered, or damaged package?
1. Login to your account
2. Find the package in question and select one of the options to the right (as shown below).
3. A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues, select the one that applies to you. Please be sure to follow the instructions given to you on the form after making your selection.
4. Once you submit the form, a support ticket will appear in your account. We will respond to your claim and update you on this support ticket.
I received an incorrect package. What do I do?
If you received an incorrect package in your Shipito account.
Please create a support ticket. Our warehouse staff will then remove the package from your account.
If you received an incorrect package at your home
Please create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.
What if my package arrived to your warehouse damaged or is missing items?
At Shipito, we do our due diligence to inform customers if we notice a package arrived with any damage. But ultimately, it is your responsibility to ensure all items arrive to us in proper working condition.
Please bear in mind that all packages arrive to us on pallets from the carriers, so we are unable to inspect each package at the time of delivery. We ask that you view the incoming photos provide and if you wish to see the contents, please request content photos to be taken.
We cannot honor any claims for packages that arrive to our warehouse damaged, even if the seller denies your claim.
What if my package was lost within the warehouse?
If we are at any time unable to locate your package, your package will be marked “Lost in Warehouse” and we will take 3-4 business days to complete a thorough search for your package. If we are unable to find your package, you will be notified via a support ticket and a claim will be started.
Nothing will be required of you until a claim is started. At that point, we will ask you to provide us with the seller’s invoice to prove the purchase price of the lost items. Once you provide us the seller’s invoice, we will reimburse you for your loss within 3-4 business days.
If your package is located and you have not yet been reimbursed, the package will be reentered into your account and you will be notified. If your package is located after a reimbursed has been made, you will be given the option to either keep your reimbursement or return the reimbursement and have the package added back into your account.
Please note that any reimbursements are based on the declared value
and it is your responsibility to ensure that your packages are declared completely and accurately as soon as the package arrives.
Please also understand that we cannot offer any compensation for delays caused by lost packages.
Why were content photos taken when I did not request them?
Whenever damage insurance is purchased, content pictures are taken of the package to document the condition of the package prior to it leaving the Shipito facility. If anything should happen to the package, in order for us to be able to process a claim for any damaged items you may receive, we need to know the condition of the items before they were shipped. We do this by taking content photos. If you request damage and delivery insurance for your package and content photos have not already been taken, a content photo request will be added starting rate of $5 USD for Premium Members, $8 USD for Free Accounts.
What do I need to do to make sure my package is insured?
When submitting your mailout request, you will see an option to select delivery insurance, delivery and damage insurance, or no insurance.
Please note that, even if the insurance fee is included in the shipping fee, you must still select the type of insurance want in order for the package to be covered
(see “What do the two types of insurance cover?” below to see what types of insurance we offer).
When insurance is selected, your package is covered by Shipito. You are not required to issue a claim with the carrier yourself, we will work with the carriers on your behalf to process any claims.
Why is insurance not available?
We do not offer insurance for any packages shipped with USPS First Class International and Airmail Economy.
If you need your package to be insured and you do not see the option to request insurance for shipping method you selected, please choose another shipping method.
What do the two types of insurance cover?
This insurance covers the content value and the shipping costs of any package that is lost in transit. This only covers lost packages. This does not cover packages that are seized by customs, refused, abandoned, etc. and if your package is delivered, any missing or damaged items will not be covered.
This insurance covers the contents of your package should any items become lost or damaged in transit. It will cover the value of the damaged or missing items only. If a damaged item is repairable, we will reimburse you for the repair costs not exceeding the item value. Shipping fees are not reimbursed for delivered packages, but exceptions can be made if most or all of the items in the package are damaged or missing.
Shipito offers you the option to purchase delivery insurance or a combination of both damage and delivery insurance.
The insurance fees are calculated based on the value you declare on the customs declaration, and the amount you declare is the amount you will be reimbursed. However, please note that we cannot reimburse you more than what was actually paid to the seller for the item. We will ask you to prove the purchase price with a seller’s invoice or receipt for every claim.
Any service fees Shipito charges (processing fees, consolidation fees, etc.) are nonrefundable and are not covered by insurance.
When can I apply for an insurance claim for a lost or undelivered package?
You can only apply for insurance, if you selected and paid for insurance coverage on your package at the time of mail out. Please note, that insurance claims and processing times vary by carrier.
Find your carrier below:
USPS & Priority Parcel:
You can open a trace or claim after 30 days have passed, but no later than 60 business days.
Please wait at least 60 business days before lodging a claim, but you must notify us before 90 business days have passed. **
** For packages going to Brazil, please wait at least 90 business days but no more than 120 business days to lodge a claim.
All Other Carriers:
Please notify us as soon as you notice an issue. This will give us the greatest chance of resolving any possible problems or delays. The deadline to lodge your insurance claim is 60 days after the package ships.
When can I apply for an insurance claim for a damaged or missing item?
The deadline to submit a claim for any items within your delivered packages that are damaged or are missing is 10 days from the delivery date.
What do I need to provide for my insurance claim?
The seller's invoice or proof of purchase is required for any and all claims. This must show the purchase price, purchase date, the delivery address (our warehouse address), and tracking number.
Damaged & Missing Items:
Please keep all packaging until your claim is resolved. We will need you to provide photos of the inner and outer packaging as well as photos of any items that are damaged.
USPS & RRD Shipping Methods:
We must have a report from your local post office or customs office confirming the package was delivered with missing or damaged items. Please inspect the package at the time of delivery and alert the postal worker if anything is damaged or missing. We cannot accept any USPS claim without this document.
How long do I have to wait for an insurance claim to be completed?
Insurance claims processing depends on the carrier.
Airmail Priority, USPS, and Shipito Priority Parcel
are solved in 30 business days from the date we receive all required documents from you.
All other carries
are completed in 5-15 business day from the date we receive all the required documents from you.
I am a retailer who shipped product to your customer and suspect fraud. Can you help me?
Shipito takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.
We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.
If you're a retailer suspecting a fraudulent transaction, please
immediately. We want to work with you to help resolve the situation and prevent this from happening again.