Worry-Free Package Delivery with Ship.com's "Delivery Guarantee" Service! Get reimbursed for missing or damaged packages, plus postage costs. Conditions apply-find answers below:
Say goodbye 👋 to worrying about missing or damaged packages–Ship.com has you covered! Simply purchase our "Delivery Guarantee" service and if a package you send goes missing or gets stolen while in transit, we’ll issue a credit to you for the value of the package and postage costs. It’s that easy!
Just keep in mind that there are some conditions you should know about, and we’ve listed them below. So relax and let Ship.com take care of your deliveries worry-free!
Is this shipping insurance?
Ship.com Delivery Guarantee is very similar to shipping insurance, but we aren’t insurance. The concept is the same–if your package goes missing or gets stolen between the time it’s scanned by the post office and your customer receives it, we’ve got you covered. We will reimburse you for the package contents and the postage you paid. The difference? We're not regulated by the government, giving us the freedom to provide top-notch service.
How much does it cost?
Prices vary by membership! For executive members, delivery guarantee is automatically included with every package. Our growth and starter users have the option to include delivery guarantee with their postage order, prices varying by package.
Executive: Included
Growth:$0.59 per $100 of wholesale value
Starter:$1.08 per $100 of wholesale value
Simply check the box beside Delivery Guarantee when buying your shipping label, and voila! It will be included in your total postage cost.
What is the claims process like?
You can easily file a claim through your Ship.com Orders Dashboard. To find out how, visit our Help Center Tutorial. We will request further documentation from you or we may need to contact your customer - but we will do our best to keep the process as painless as possible. It can take up to a week to fully process a claim, depending on how quickly the correct documentation is provided.
How am I reimbursed?
We apply reimbursements as a credit on your Ship.com Account Balance.
How is my customer refunded?
Since each business that uses Ship.com has individual needs, then your customer would be reimbursed per your business refund policy. You may choose to refund the user’s original transaction, repurchase and replace the items that went missing, or issue a store credit for the customer to purchase additional items for no fee later. The recipient of the package does not receive funds directly from Ship.com.
How long does my claim take to process?
You should expect an initial response within one to two business days requesting more documentation as needed if it was not filed with the claim.
Eligibility Requirements
To understand eligibility requirements for a package to be covered through the Delivery Guarantee please read all of the following information. General Requirements are applicable to all packages, but lost and damaged packages have their own specific requirements as well.
General Package Requirements
- Starter and Growth members must purchase the guarantee for each package you would like to be covered.
- Only packages that have received an initial acceptance scan from USPS will be eligible.
- Only packages sent to domestic, non-APO addresses will be eligible.
- Only packages sent from your shipping address will be covered.
- Return packages will not be eligible.
- Packages sent from an address other than your own will not be eligible.
- Packages received at the address on the shipping label will not be eligible for a payout.
- Packages forwarded to an address not on the shipping label will not be eligible for a payout.
- Packages must be shipped in the correct container for the postage purchased.
- All packages must be sent within USPS guidelines for properly sending postage.
General Product Requirements
- Only items listed/included in the Ship.com order will be covered.
- Only items purchased wholesale through eligible brands that are advertised on our website (ex: LuLaRoe or SeneGence) qualify for reimbursement.
- A maximum of $500 of product (wholesale rates) is insurable per package. If you are shipping more than this, please break the order up into multiple packages.
- We will only reimburse the wholesale price of the items in the lost package, plus postage. Again, these items must be itemized in the Ship.com order.
Lost Package Requirements
- You must wait four weeks after the entry scan of a Ground Advantage (Formerly First Class) package to make a claim.
- You must wait three weeks after the entry scan of a Priority Mail package to make a claim.
- Lost packages sent within the last 60 days that do not have any tracking updates within the last seven days will be eligible for a possible payout.
- If a lost package is found after a claim has been paid, you must let us know, so we can reverse the claim.
Damaged Package Requirements
- Provide images of damaged items along with a picture of the package that includes a clear view of the shipping label and tracking number.
- Damaged packages must have a claim filed within 30 days from the delivery scan.