Shipping Claims: A Simple Guide to Getting Your Money Back
If a parcel arrives broken, missing, or late, you don’t have to just accept the loss. Most carriers have a claims process that can reimburse you for the value of the goods, the shipping cost, or both. The key is to act quickly, gather the right proof, and follow each carrier’s rules to the letter.
When to File a Shipping Claim
First, figure out if the situation qualifies as a claim. A claim is usually valid when the shipment is lost, severely damaged, or delivered late and the delay caused a breach of contract (for example, a time‑sensitive medical supply). Most carriers set a time limit – often 30‑45 days from delivery – to start a claim, so the clock starts ticking as soon as you notice the problem.
Check the shipping contract or the receipt. If you bought extra insurance (like USPS $5000 insurance or UPS declared value coverage), you’ll need that policy number when you file. Even if you didn’t buy extra coverage, the carrier’s liability limit still applies, usually a modest amount per pound.
Step‑by‑Step Claim Process
1. Document the damage. Take clear photos of the package, the label, and the damaged items. If the box is torn, show the tears and any missing parts. This visual proof is the backbone of any claim.
2. Gather paperwork. Pull the original shipping receipt, tracking number, proof of value (invoices or receipts for the items), and any insurance certificates. The more you can attach, the smoother the review.
3. Contact the carrier. Most carriers have an online portal (UPS claims, FedEx claim center, USPS claims) where you can start the process. If you prefer, you can call their customer service, but be ready to repeat the information you’ll later upload.
4. Fill out the claim form. Answer each question accurately – avoid vague statements. State the exact loss amount, why it happened, and what you expect (refund of shipping cost, replacement value, etc.).
5. Submit evidence. Upload the photos, receipts, and any correspondence with the recipient. If the carrier asks for the damaged goods back, be prepared – they may provide a prepaid return label.
6. Follow up. Most carriers give a reference number. Keep it handy and check the status regularly. If you haven’t heard back within the promised timeframe (usually 15‑30 days), call and ask for an update.
7. Escalate if needed. If the claim is denied or underpaid, you can appeal the decision. Provide additional proof, such as a third‑party appraisal, and ask for a supervisor review. In stubborn cases, filing a complaint with a consumer protection agency can add pressure.
Pro tip: Keep a spreadsheet of all shipments, tracking numbers, insurance levels, and claim dates. This record makes it easy to spot patterns (e.g., a specific carrier repeatedly damaging goods) and speeds up future claims.
Finally, learn from each claim. If a particular type of packaging keeps failing, upgrade to stronger boxes or better cushioning. Reducing future claims saves money and keeps customers happy.
Shipping claims can feel like a hassle, but with the right paperwork and timing, you’ll usually get a fair payout. Keep the steps above handy, act fast, and you’ll turn a lost package into a recovered cost.
June 8, 2025
Evelyn Wescott
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