Postal understands that damages/lost items happen when shipping worldwide. Here's what you'll need to know before filing a claim for your shipment.
|
Claim type |
Total order value |
Tracking and timeline requirements |
Required documents |
|
Lost in transit |
All order values |
Domestic orders: After 15 days have passed since the last carrier tracking update (it must be submitted within 45 days from the last carrier tracking update.)
International orders: After 20 days have passed since the last carrier tracking update (it must be submitted within 50 days from the last carrier tracking update.) |
Retail invoice for the affected order Screenshot of communication from your customer, stating the package did not arrive |
|
No carrier tracking |
All order values |
Domestic orders: After 15 days have passed since the last carrier tracking update (it must be submitted within 45 days from the last carrier tracking update.) International orders: After 20 days have passed with no updates to the carrier tracking (it must be submitted within 50 days from the last carrier tracking update.) |
Retail invoice for the affected order Screenshot of communication from your customer, stating the package did not arrive |
|
Damaged in transit |
All order values |
N/A; You can file a claim as soon as your customer notifies you of damages (it must be submitted within 30 days of the delivery date.) |
Retail invoice for the affected order Screenshot of communication from your customer, stating the package arrived damaged Photos that depict all damages |
Good To Know
- If the order is not insured, we can only provide refunds for up to USD $100 of the retail value of the products considered lost/damaged.
- All claims filed through Postal for packages that were lost in transit or with no carrier tracking must be filed within 45 days (domestic) or 50 days (international) from the last carrier tracking update.
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- All claims filed through Postal for packages that were damaged in transit must be filed within 30 days from the delivery date (per the carrier’s tracking.)
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- For approved claims, we can only refund the order value at the time it was fulfilled.
- For example, if the retail value of a product is $20, and the customer received a discount of $5 off for this order, we would only refund the amount they paid: $15.
- Postal will not file lost in transit claims or offer refunds for orders marked as "Delivered" or orders that have a final scan.
- Postal will not file lost in transit claims or offer refunds for orders marked as if the tracking says "Arrival in Destination Country.”
- Postal will not file lost in transit claims or offer refunds for orders marked as “Returned to Sender (RTS)”
- Postal does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide further information from what is shown on their tracking portal.
- In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, the carrier’s support team does not deem the shipment as in their possession.
- We do not cover the shipping or reshipment costs for lost/damaged items.
- If you wish to send a reshipment to your customer, you can create a reshipment in the system to send the item(s) to your customer again.
- If an order is lost in transit and is addressed to an army post office (APO), British Forces post office (BFPO), fleet post office (FPO), or Department of State overseas office (DPO), it will follow our tracking requirement for international orders in the chart above.