Need to file a claim for a lost or damaged shipment? We know this can be stressful, and we're here to help you navigate it.

The carrier you choose handles all physical processing and delivery of your shipments. We're the platform you used to create the label, but we don't handle packages directly.

Was there a problem with your shipment?

Carrier-provided insurance, or additional insurance purchased through our third-party provider XCover, can help reduce your risk. Where you start depends on your situation:

• Packages insured by XCover
• Packages without purchased insurance
• Unsure if you purchased insurance

Packages insured by XCover

If you purchased insurance through XCover, file your claim right from the Shippo web app:

• Go to your Shipments page and click the shipment associated with the insurance purchase.
• In the Shipment detail sidebar, click File a claim.
• Complete the claim form on the XCover website.

For eligibility, cost, and what's covered, see Adding, managing, and claiming XCover insurance. For account and claim-process questions, see our XCover FAQs.

Packages without purchased insurance

Most carriers include basic liability coverage on select service levels, and coverage varies by carrier and service level. Review the carrier-specific instructions below to see what applies to your shipment and how to file.

If you didn't purchase additional insurance through XCover, contact our product support team, and we'll walk you through the claims process for your carrier.

Unsure if you purchased insurance?

Search for the package on your Shipments page using the tracking number, then click the customer name to open the shipment details in the sidebar. If insurance was purchased, you'll see the option to file a claim along with the insured declared value. From there, click File a claim to get started.

Carrier claim processes

Canada Post (using Shippo's carrier account)

Canada Post provides liability coverage that reimburses up to $100 for merchandise on an approved claim, plus postage.

This process is only for labels purchased through our Canada Post carrier account, due to contractual and security requirements. If you purchased insurance on your shipment, follow the steps under Packages insured by XCover above instead. Not sure if your shipment was insured? Contact our support team for help.

Lost parcel claims

To be eligible for a claim, your parcel needs to meet the following criteria:

For a lost international parcel (originating in Canada, destined outside Canada):

• The claim must start within 6 months of the shipping date.
• The package must have been sent using one of these trackable services, with the required number of days passed:
• Xpresspost/Tracked Packet: 1 day after the expected delivery date
• Registered Mail/International Parcel (Air): 30 days after the shipping date
• International Parcel (Surface): 60 days after the shipping date

For a lost domestic parcel (originating and destined within Canada):

• The claim must start within 90 days of the shipping date.
• The expected delivery date must have passed, and the package must not have been delivered.

See Canada Post's terms and conditions for more information.

Damaged parcel claims

To start an investigation into a damaged package, your shipment needs to meet the following criteria:

• You're the sender of the package.
• The package was sent using one of Canada Post's trackable services.
• The contents qualify for a damage refund. Some items don't qualify due to their fragile or perishable nature. See Canada Post's list of non-insurable contents to check eligibility.
• The investigation starts within the required window: 90 days of the shipping date for domestic packages, or 6 months of the shipping date for US and international packages.

See Canada Post's terms and conditions for more information.

DHL Express (using Shippo's carrier account)

This process is only for shipments purchased through our DHL carrier account, due to contractual and security requirements. Not sure which account your DHL shipment used? Contact our support team.

DHL must receive notice of a claim within 30 days of the label's shipment date. Confirm your package is within this window before proceeding.

If you purchased additional insurance through XCover, follow the steps under Packages insured by XCover above instead.

If a claim is approved, DHL's liability coverage is based on weight, following the Montreal Convention: an international treaty that caps carrier liability at 22 Special Drawing Rights (SDR) per kilogram of lost or damaged items. An SDR is a currency unit maintained by the International Monetary Fund for use in cargo claims, so the formula works out to weight in kilograms × SDR value × 22. If your shipment's value exceeds that amount, it's the maximum DHL will reimburse on an approved claim.

FedEx

How you file depends on how your FedEx insurance was purchased.

If you purchased FedEx insurance via the API

Use FedEx's online process to file a claim for US domestic shipments, and for international shipments originating from the US or Canada shipments to the US.

For international shipments originating outside the US, contact FedEx International Customer Service at +1 (800) 463-3339.

File claims for damaged or missing contents within 90 calendar days of the shipment date for US domestic packages, or 21 calendar days for international packages. Non-delivery or mis-delivery claims must be filed within 9 months of the shipment date.

If you purchased through Shippo's platform FedEx account

This process is only for shipments purchased through our platform FedEx account, due to contractual and security requirements. Not sure which account your FedEx shipment used? Contact our support team.

• File your claim for damaged or missing contents within 90 calendar days of the shipment date for US domestic packages, or 21 calendar days for international packages. Non-delivery or mis-delivery claims must be filed within 9 months of the shipment date.
• If you purchased additional insurance through XCover, follow the steps under Packages insured by XCover above instead.
• If a claim is approved, FedEx's basic liability insurance covers up to $100 for the contents of your shipment, plus reimbursement of postage fees.

Complete the FedEx lost claim form or FedEx damage claim form in full. FedEx requires all requested information to start the claim.

Shipments tendered to USPS and marked as delivered but not received aren't eligible for a claim. To submit a damage claim, the external packaging needs to show notable damage, or the carrier will automatically deny the claim.

UPS

Shippo carrier account (US and Canada)

This process is only for shipments purchased through our UPS carrier account, due to contractual and security requirements.

UPS must receive notice of a claim within 60 days of the label's shipment date. Confirm your package is within this window before proceeding.

If you purchased additional insurance through XCover, follow the steps under Packages insured by XCover above instead.

If a claim is approved, UPS's basic liability insurance covers up to $100 for the contents of your shipment, plus reimbursement of postage fees.

Complete the UPS lost claim form or UPS damage claim form in full. UPS requires all requested information to start the claim.

Personal UPS accounts

If your label was created using your personal UPS account, have your tracking number ready and head to UPS's online claims page. For damaged shipments, see UPS's damaged package claims process. For lost shipments, see UPS's lost package claims process.

If your label was created using our UPS carrier account instead, follow the Shippo carrier account instructions above. You can see which one applies to your shipment in the app.

USPS

If you think your shipment was lost in transit, file a Missing Mail search directly with USPS, or call them at 1-800-275-8777.

You can file a claim for a lost or damaged Priority Mail shipment directly with USPS:

• Domestic shipment claims
• International shipment claims

File as soon as your item arrives damaged or is missing contents, and no later than 60 days after the mailing date.

USPS doesn't offer coverage on First Class International shipments. See available USPS service levels and coverage for more detail.

Royal Mail (Shippo carrier account)

If your domestic Royal Mail shipment was lost or arrived damaged, and the label was purchased through our Royal Mail account, you may qualify to file a liability coverage claim.

When can I file?

What's covered

• Tracked 24/48: up to £75
• Postage is reimbursable for approved domestic claims
• Royal Mail only covers actual loss or repair cost, not resale or MSRP value
• Indirect losses, like lost business, aren't covered

Ineligible claims

• Submitted too early or after the 80-day window
• Shipped with a personal Royal Mail account (contact Royal Mail directly instead)
• Missing required photo evidence for damage claims
• Shipments containing prohibited or restricted items

How to file

• Confirm the tracking number and that the label was created through our Royal Mail carrier account.
• Check whether the shipment was insured through XCover. If it was, follow the steps under Packages insured by XCover above instead.
• Collect supporting documentation: tracking history for loss claims, or clear photos of the outer packaging and damaged items for damage claims.

Complete the Royal Mail lost claim form or Royal Mail damage claim form. Once submitted, you'll hear from our claims team within 48 hours acknowledging your request.

OnTrac

To file a claim for a lost or damaged shipment, submit the OnTrac claims form to OnTrac's claims department:

claims@ontrac.com

OnTrac, Attn: Claims

2501 S. Price Road, Suite 201, Chandler, AZ 85286

Submit all loss or damage claims in writing within 30 days of the shipment's delivery. To request credit for a late shipment, submit your request in writing within 15 days of your invoice date to OnTrac's billing department at 877-227-5139.

See the OnTrac FAQ for more information.