Claims Policy

1. Overview

This Claims Policy explains how to report a shipment that arrives lost, damaged, or with contents missing, and how ShipEgy handles the resulting claim.

2. Eligible Claim Types

Claims may be filed for shipments that are lost in transit, damaged in transit, or delivered with items missing from what was declared and photographed at our warehouse.

3. Insurance Coverage

Shipments with optional shipping insurance purchased at checkout are covered up to the declared and insured value. Shipments without insurance may still be eligible for limited carrier liability, which is typically lower and subject to the carrier's own terms.

4. Filing a Claim

Claims should be filed through your dashboard or our Contact page as soon as possible after noticing an issue, and in any case within the time limits described below.

5. Required Documentation

A claim should include your shipment or tracking number, a description of the issue, and supporting evidence such as photographs of damaged items or packaging. Our warehouse arrival photos are used as the baseline reference for the package's original condition and contents.

6. Claim Review Process

Once submitted, claims are reviewed against warehouse records and, where applicable, escalated to the responsible carrier. Review times vary depending on the carrier's own investigation process, typically 5–15 business days.

7. Claim Resolution and Payout

Approved claims are paid out up to the insured or carrier-liable value, whichever applies, credited to your ShipEgy wallet or original payment method.

8. Claims for Uninsured Shipments

Uninsured shipments may still be eligible for the carrier's standard liability coverage, which is often limited to a small amount per shipment or per kilogram. We recommend purchasing insurance for valuable or irreplaceable items.

9. Time Limits for Filing

Claims must be filed within 30 days of the expected delivery date for lost shipments, or within 7 days of delivery for damaged or incomplete shipments, to allow enough time for carrier investigation.