Claims and Refunds

Refunds, Returns, and Claims

Topics:






How to Get a Refund

1. Login

2. Send out all packages

Be sure that all your packages are mailed out. It is NOT possible to process a refund with packages remaining in your mailbox.

3. Click the “Refund” Button

On your main account page, you can see your current plan and all your account information. Right next to your “Remaining Deposit,” you’ll find the refund link.

4. Fill out Deposit Refund Form

  • Choose how you want your deposit to be refunded
  • Enter any additional comments
  • Enter your reason for requesting a refund
  • Click “Send Request”

Please allow 2-3 business days to process when you will be notified by email. If money is refunded to your debit/credit card, it may take up to 2-3 weeks before your bank refunds the money.

Returning a Package Back to the Store

Sometimes you will need to return a package back to the original retailer. We always recommend that you let Shipito take photos of the contents of each package to avoid problems.

1. Contact the store and ask how to return the package

Each store has different policies. Some stores will pay for the return shipping charge. Others will require you to pay for the shipping.

2. Follow the procedure given by the store

Place Special request: Some retailers require you to print a Return Authorization and include it in the package. In this case, place a SPECIAL REQUEST detailing what you need to be done. Please do not email us, as this often creates confusion. The special request function is designed to streamline returns and other special instances. If the retailer provides a Return shipping label, please attach it too.

Wait till the Special request is processed: If you know that the store pays for return shipping, make sure the postage shows zero (and shipping address does not need to be filled out). If you are responsible for the shipping cost, change the shipping address for the package so it can be returned to the correct address and select the appropriate shipping method.

Select the package for mail out: Once the package shows the correct shipping address and shipping costs, select it for mail out. Please wait to select this until the previous steps are completed.

If the above sounds too complicated and you feel the need to email us, we can correctly set up your package for a small, $5 courtesy fee.

If you know that the retailer doesn’t require any return authorization, you can simply change the shipping address on your package and select the preferred shipping method. That way, you will not be charged a Special Request fee.

Insurance Claims

How to report a lost or undelivered package

Occasionally, problems with delivery occur and packages may not be delivered. If you think your package was lost during transit, we have created a function to help you file a claim and resolve this issue.

1. Start a Claim process

Login into your Shipito Client Account and look for Open Issues / Claims section. Click “Report a Lost Package.”

2. Select type of Claim

a. Package not delivered to your home address.

b. Package delivered to Shipito, but not entered in your account

c. Package MAILED OUT from Shipito, but not delivered to you

  • Select corresponding package from the drop down menu. You will see the package information displayed (tracking number, mail out date, shipping method) as well as claim availability.
  • If the filing a claim is possible, you can specify additional details about the issue, then click the “Submit Claim” button.

d. Package not ENTERED to your MAILBOX: Use this option if the package doesn’t appear in 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.

We do not offer claims for late delivery

  • Select corresponding package from the drop down menu. You will see the package information displayed (tracking number, mail out date, shipping method) as well as claim availability.
  • If filing a claim is possible, you can specify additional details about the issue, then click the “Submit Claim” button.

Please note, claims are only available through shipping methods with international tracking numbers (FedEx, USPS Express Mail, USPS Priority Mail). You must file a claim within a certain time period as well. Details are always displayed when you are entering the claim.

Package not ENTERED to your MAILBOX

Use this option if the package doesn’t appear in 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.

When can you file this claim:

  • Please allow 24 hours for packages to be entered. You can enter the claim the next business day after delivery.
  • File this claim within 10 days after the day of delivery. If you do not file the claim within 10 days, it will be automatically declined. Claims must be filed in a timely manner so that we may better assist you.

3. Processing Claim

When the claim is entered in the system, it will appear in your account. We will notify you once we have further information. You can see updates about any open issues and claims in your Shipito account.

Please be patient especially with USPS insurance claims. It often takes several months to get a response from USPS after we start the trace and file the claim paperwork.

4. Incorrect Address Policy

It is each customer’s responsibility to include their name (as listed on their accounts) and correct mailbox number on each package sent to Shipito.

We are going to assess a $8.50 fee on each package with an incorrect incoming delivery label (for example missing mailbox number, unknown or misspelled name). We open each package with a missing box number or an incorrect or misspelled name to determine the owner of the package. If we can determine the owner of the package we will then enter it in customer mailbox. If the owner cannot be determined and customer doesn’t file a claim within 10 days, the package will be liquidated.

5. Insurance Policy

Unentered packages policy and procedure

  • After you report an undelivered package, Shipito will execute a search for it. An undelivered package claim must be filed within 10 days of the date of the delivery. If you do not file the claim within 10 days it will be automatically declined.
  • If we can’t find the package, the customer will need to ask the seller to start a trace. Oftentimes, tracking is not reliable and the package may have been returned or delivered to different address. Once you have confirmation from the seller that trace was started, submit it back to us.
  • If the package is not found through trace, we will ask you for invoices and value as proof of purchase.

Shipped packages insurance policy.

The insurance policy of the shipping carrier is in effect only if available and selected by customer. You must make sure that the exact value of products is entered on the customs declaration and can be proven by order or invoice. Insurance will pay the lower amount in the case of a lost package.

Packages in the warehouse insurance

Customers must enter the true value of products on the customs declaration and the value must be proven by order or invoice. In the case of a lost package, insurance covers the lower amount entered by customer. Later edits or changes will not be accepted. Our insurance is based on the value of packages in our warehouse (based on customs declaration value which can be proven by invoice or order confirmation).

The cost of insurance may vary for each country. It depends on number of claims we receive and insurance rates charged by shipping carriers. The Insurance rate is a combination of insurance charged by shipping carrier and insurance for packages in Shipito warehouses. The rate for each package is shown in shipping calculator.

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