Need to file a claim for a lost or damaged shipment? We understand this can be stressful, but we're here to help you navigate filing a claim.
Please note, that the carrier you select to ship your package handles all physical processing and delivery of your shipments. Shippo is the label creation platform you've used to create the shipping label, but we do not physically handle packages.
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Note: The shipping carrier you choose, such as USPS, FedEx, UPS, etc., is ultimately responsible for the safe delivery of your shipment. While Shippo isn't responsible for the package and delivery itself, we want to ensure you have all the information you need to file a claim. |
Was there a problem with your shipment?
Carrier-provided insurance or purchasing additional insurance can help reduce your level of risk. Shippo provides the option to purchase additional insurance for your shipments through a third-party provider, XCover by CoverGenuis.
For packages insured by XCover
- Navigate to your Shipments page within the Shippo Web App and click on the shipment associated with the insurance purchase.
- Within the Shipment Detail sidebar, click on “File a Claim”
- Complete the claim form directly on the XCover website.
- Visit XCover FAQs for additional assistance
What Email Account is my Insurance Policy Connected To?
When you buy insurance through Shippo using our third-party provider XCover, the insurance policy is linked to the email address entered in the sender's shipment details during label creation.
All activation emails and other policy-related correspondence will be sent to this email address. If a sender email is not provided when creating the label, the policy will be connected to the email address of the Shippo account holder on record.
What if I used different sender email addresses during label creation and therefore have multiple XCover accounts?
Merging XCover Accounts
If you wish to merge all XCover accounts under one email address please follow the steps below:
Simply Contact XCover with the information below and they will be able to progress your inquiry.
- The full name entered when you purchased your XCover Protection.
- The email used when you purchased XCover Protection.
- Your purchase ID (also called a Booking ID, Transaction ID, Customer Reference Number, etc.)
- The amount that you paid for your XCover Protection.
- The date of the purchase.
- If you are requesting to merge multiple XCover Accounts, please supply the above information for all your purchases along with the email address you would like to use as your primary XCover Account email address to XCover for further assistance.
For packages without purchased insurance:
Most carriers include basic liability coverage on some service levels. For more information, please see:
- Carrier Coverage
- Shipping Insurance in Shippo
- USPS Services Including Insurance
- Canada Post Services Including Insurance
If you did not purchase additional insurance through Xcover, please reach out to our Product Support Team to guide you in the claims process. Depending on the carrier and/or service level, liability insurance may be included. Coverage values vary depending on carrier and/or service level.
Our product support team will be able to provide you with the necessary steps and claim eligibility if you are experiencing any issues with damage, delays, or loss.
- USPS
- DHL Express (using Shippo’s discounted rates)
- FedEx (if you did not purchase their insurance via the API)
- FedEx (if you purchased their insurance via the API)
- UPS (if you did not purchase their insurance via the API)
- UPS (if you purchased their insurance via the API)
- OnTrac (if you purchased their insurance via the API)
Unsure if you purchased additional insurance through Xcover?
You can search for the package on the Shipments Page using the tracking number. Click the customer name which will populate the shipment details on the right-hand toolbar. If insurance was purchased, you will see the option to File a Claim and also the insured declared value. From there, you can select the "File a Claim" button to get started.
Carrier Claim Processes
Canada Post ( using Shippo's Carrier Account
Canada Post provides liability coverage that reimburses up to $100 on an approved claim for the merchandise, plus postage.
If you have encountered a loss or damage to one of your Canada Post shipments, please review the details below to proceed with a claim. Due to contractual and security reasons, this process is ONLY for labels purchased with our platform account. If you’ve purchased insurance on your shipment, please review the steps to begin the claims process with XCover. If you are unsure if your shipment was insured, feel free to contact our support team at support@shippo.com for assistance.
Canada Post Lost Parcel Claims:
In order for your parcel to be eligible for a claim, the following criteria must be met to start an investigation:
For a lost International Parcel ( Originating in Canada, a destination outside of Canada):
- The claim must be started within 6 months of the shipping date.
- The package must have been sent using one of the following trackable services, and the required number of days must have passed:
- Xpresspost™/Tracked Packet™ - You can submit a claim 1 day after the expected delivery date.
- Registered Mail™/International Parcel (Air) - You can submit a claim 30 days after the shipping date.
- International Parcel (Surface) - You can submit a claim 60 days after the shipping date
For a lost Domestic Parcel (Originating in Canada, a destination in Canada) :
- The claim must be started within 90 days of the shipping date.
- The expected delivery date for the package must have passed, and the package must not have been delivered.
Please see the Canada Post terms and conditions for more information.
If your shipment qualifies for a claim under Canada Post’s liability coverage, please complete the linked form below in its entirety. Canada Post requires all requested information to initiate the claim successfully: Canada Post Claim Form
Canada Post Damaged Parcel Claims:
In order for your parcel to be eligible for a claim, the following criteria must be met to start an investigation:
For Damage claims, the following criteria must be met to start an investigation into a damaged package:
- You must be the sender of the package.
- The package must have been sent using one of Canada Post’s trackable services.
- The contents of the package must qualify for a damage refund.
- Some contents of a package don’t qualify for damage refunds due to their fragile or perishable nature. Refer to Canada Post’s list of non-insurable contents to see if they qualify for a refund.
- The investigation must start within the stipulated timeframe.
- Within 90 days of the shipping date (for packages sent in Canada) or within 6 months of the shipping date (for U.S. and International packages).
Please see the Canada Post terms and conditions for more information.
If your shipment qualifies for a claim under Canada Post’s liability coverage, please complete the linked form below in its entirety. Canada Post requires all requested information to initiate the claim successfully: Canada Post Claim Form
DHL Express (using Shippo’s Carrier account)
- For lost or damaged claims on shipments purchased through Shippo's Carrier DHL account only, please follow the instructions below to initiate the claims process. Due to contractual and security reasons, this process is ONLY for labels purchased with our platform account.
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If you need assistance in determining which account your DHL shipment was purchased with, please get in touch with support@shippo.com.
- DHL must receive notice of claim within 30 days of the label shipment date. Please confirm your package is within this timeline before proceeding.
- If additional insurance was purchased through our third-party provider, XCover, refer to the section above titled “For packages insured by XCover.”
- If a claim is approved, DHL's liability coverage is based on weight, according to the Montreal convention. – The Montreal convention is as follows: Under this international treaty, maximum carrier liability is 22 Special Drawing Rights (“SDR”) per kilogram of lost/damaged items. An SDR is an artificial currency unit maintained by the International Monetary Fund for use in certain international transactions, such as cargo claims. In effect, the formula used is (Weight in kilograms X SDR value X 22). DHL’s liability is governed and limited by this formula. If your shipment's value exceeds this amount, this is the maximum amount DHL will reimburse on an approved claim.
To begin the DHL claims process, please complete the following: DHL Claim Form
Once the form has been submitted, our team will review your submission and follow up within two business days to discuss the next steps.
FedEx (if you purchased their insurance via the API)
Please use the FedEx online process to file a claim for US domestic and international shipments that originated from the US and Canada shipments to the US.
To file a claim for international shipments originating from outside the US, contact FedEx International Customer Service at 1.800.463.3339 for assistance.
Please make sure to file your claim for damaged or missing contents 90 calendar days from the shipment date for U.S. domestic packages and 21 calendar days from the shipment date for international packages. Non-delivery or miss-delivery claims must be filed within nine months of the shipment date.
FedEx ( if you purchased through Shippo’s Platform account)
Please follow the instructions below to initiate the claims process for lost or damaged claims and shipments purchased through Shippo's Platform FedEx accounts only. This process is only for labels purchased with our platform account due to contractual and security reasons.
If you need help determining which account your FedEx shipment was purchased with, please contact support@shippo.com. We are happy to help.
- Please make sure to file your claim for damaged or missing contents 90 calendar days from the shipment date for U.S. domestic packages and 21 calendar days from the shipment date for international packages. Non-delivery or miss-delivery claims must be filed within nine months of the shipment date.
- If additional insurance was purchased through our third-party provider, XCover, refer to the section above titled “For packages insured by XCover.”
- If a claim is approved, FedEx basic liability insurance covers up to $100 for the contents of your shipment – plus the reimbursement of postage fees.
FedEx Lost/Damaged Claims
To start your request with our Carrier Claims team, please complete the linked form below in its entirety. FedEx requires all requested information to initiate the claim successfully.
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Note: FedEx requires all requested information to initiate the claim successfully. Do not dispose of any packaging or damaged contents if FedEx requires an inspection. |
Once the form has been submitted, our team will review your submission and follow up within two business days to discuss the next steps.
UPS (Shippo Carrier Account – US & Canada)
UPS Lost/Damaged Claims
To start your request with our Carrier Claims team, please complete the linked form below. UPS requires all requested information to initiate the claim successfully.
UPS (Personal Accounts)
To file a claim with UPS (when labels were created using your personal UPS account), please have your tracking number available and head to their online claims page.
For damaged shipments, see the UPS damaged package claims process.
For lost shipments, see the UPS lost package claims process.
If your label was created using Shippo's carrier account, please follow the instructions here.
In the app, you'll be able to see the difference between the two.
USPS
If you feel your shipment may have been lost in transit, file a Missing Mail search with USPS directly. USPS can also be reached by phone: 1-800-275-8777
Shippers can file a claim for a lost or damaged Priority Mail shipment with USPS at the links below.
If your item arrives damaged or is missing contents, you may file a claim immediately but must file no later than 60 days after the mailing date.
USPS does not offer any coverage on packages shipped via the following service levels:
- International: First Class International
Click here to view available USPS service levels and coverage.
OnTrac (if you purchased their insurance via the API)
To file a claim for a lost or damaged shipment, please submit the Ontrac claims form to the Ontrac Claims Department:
claims@ontrac.com
OnTrac
Attn: Claims
2501 S. Price Road, Suite 201
Chandler, AZ 85286
Please submit all claims about loss or damage to any shipment in writing to OnTrac within 30 days of shipment delivery.
To request credit for a late shipment, please submit your requests in writing to OnTrac within 15 days of your invoice date. Please direct all requests for shipping credits to the Billing Department at 877.227.5139.
See the OnTrac FAQ for more information.
Guaranteed Service Requests
USPS
Despite the name "Priority Mail 2-Day," USPS does not guarantee the shipping time of their 2 or 3-day shipping options. They guarantee delivery for only Priority Mail Express shipments, for which you have a Money-Back Guarantee. USPS does not offer this option for their other types of shipments.
- Click here for more details from USPS on Priority Mail delivery times.
If it is within 30 days of when your Priority Mail Express package was shipped, you may take advantage of your Priority Mail Express Money Back Guarantee. Refunds for Priority Mail Express service failures can only be requested and processed at your local Post Office.
If there is a discrepancy with the refund amount after you have completed the refund process with USPS, please contact Shippo Support so we may refund the remaining portion of your label fee.
- To find more information about refunds through USPS, Follow our guide here.
USPS does not offer any coverage on packages shipped:
- International: First Class International
DHL Express
DHL no longer offers money-back guarantees on delayed shipments.
UPS
If UPS did not attempt delivery by the guaranteed date and time (i.e., UPS Next Day Air was purchased, and delivery took three business days), your shipment may be eligible for a refund.
Keep in mind: UPS does not support Saturday Delivery for shipments created via the Webapp; therefore, Next Day Air shipments tendered to UPS on a Friday will be delivered on Monday, the next business day.
UPS has changed eligibility requirements for certain service levels. For the most up-to-date service guarantees, please visit UPS Service Guarantees.
If your service level is covered, please contact support@shippo.com within 15 calendar days of the scheduled delivery date with the tracking number.
UPS will not honor Guaranteed Service Refunds if the package has any of the following surcharges/additional handling applied:
- Large Package Surcharge
- Additional Handling Fee
- Undeliverable Packages that are returned to the sender.
Please utilize UPS's time and cost calculator to confirm the expected delivery date for your recent shipment.
FedEx (If using a personal FedEx account)
To request a billing adjustment from FedEx for a service failure, such as a delayed delivery or a damaged package, click here .
FedEx (if you purchased your label through Shippo’s platform account)
Unfortunately, FedEx does not offer guaranteed delivery times for FedEx Ground Economy and FedEx International Connect Plus shipments.
Typical delivery times are anywhere from 2-7 days, but not guaranteed.
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Note: FedEx does not honor a money-back guarantee for undeliverable or returned shipments. |
Please visit this page for additional details.
FedEx provides a money-back guarantee on some service levels. To view, the most up-to-date guarantees navigate here. To request a refund for a service failure please contact the Shippo Customer Support team.
All requests for refund or credit of transportation charges must be received within 15 calendar days from the ship date.
Carrier Coverage
Most carriers offer basic liability insurance, which is automatically included, depending on the service level of the shipment. If your shipment value exceeds $100, we recommend purchasing additional insurance through our third-party provider, XCover.
You can also skip purchasing insurance through Shippo for such a shipment. To help, we have listed the available insurance thresholds below:
| Carrier | Type | Coverage Limit |
| DHL Express | International | Weight in kilograms X SDR value X 22 |
| FedEx | Domestic | $100.00 |
| FedEx | International | $100.00 |
| Purolator | Domestic | $100.00 |
| Purolator | International | $100.00 |
| UPS | Domestic | $100.00 |
| UPS | International | $100.00 |
| USPS | Domestic - Express Mail | $100.00 |
| USPS | International- Express Mail | $200.00 |