Shippo is a label creation platform, not a carrier, so we do not handle the physical processing and delivery of packages. Shipping carriers themselves are ultimately responsible when packages are delayed, damaged, or lost.
If you experience any of these issues with a package, you will need to contact the carrier directly to resolve the situation. We've detailed out carrier-specific information below.
Note: If you purchased Shippo’s third-party insurance for your package, you should file a claim with Shipsurance as well. Please complete this form to submit a claim:
If you are unsure whether or not you purchased insurance through Shipsurance, you can search for the package on the Shipments page and if you purchased additional insurance you will see "insured" below the rate. Please be sure to read the Shipsurance Terms of Service if you have any questions about coverage.
Note: You must wait 20 days after the shipment date for a domestic shipment and 40 days after the shipment date for international before filing a claim.
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. Here is some more information about refunds through USPS.
USPS does not offer any coverage on packages shipped internationally via First Class International, or in a Small Flat Rate Box or Flat Rate Envelope.
For DHL Express (using Shippo’s discounted rates)
To request compensation from DHL for a service failure, such as a delayed delivery, a damaged package, or a shipment rejected at customs and returned to you, Shippo must contact DHL on your behalf. Please contact firstname.lastname@example.org and provide us with the shipment’s tracking number and a description of the issue. We will then reach out to DHL, and once they’ve confirmed whether they will refund the label charge, we will credit your Shippo account for that amount. Please note DHL claims must be filed within 30 days of the shipment date of the package.
For FedEx (if you did not purchase their insurance)
To request a billing adjustment from FedEx for a service failure, such as a delayed delivery or a damaged package, click here.
For FedEx (if you purchased their insurance through our API)
To file a claim for US domestic, international shipments that originated from the US, and Canada shipments to the US, please use the FedEx online claim process.
To file a claim for international shipments originating from outside the US, contact the FedEx International Customer Service at 1.800.463.3339 for assistance.
Make sure to file your claim for damaged or missing contents 60 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 misdelivery claims must be filed within nine months of the shipment date.
For UPS (if you did not purchase their insurance)
For UPS (if you purchased their insurance through our API)
To file a claim with UPS, 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.
For OnTrac (if you purchased their insurance through the API)
To file a claim for a lost or damaged shipment, please submit the Ontrac claims form to the Ontrac Claims Department:
2501 S. Price Road, Suite 201
Chandler, AZ 85286
All claims regarding loss or damage to any shipment must be submitted in writing to OnTrac within 30 days of delivery of the shipment.
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.
Most carriers offer some automatically included insurance depending on the service class of the shipment. If you wish, you can skip purchasing insurance through Shippo for such a shipment, however, you will then need to file any necessary claim through the carrier and not Shippo. Below are the available insurance thresholds:
|USPS||Domestic - Express Mail||$100.00|
|USPS||International- Express Mail||$200.00|