File a Claims for a Lost or Damaged Shipment

Do you need to report a lost or damaged shipment? We know it can be a challenging situation, but rest assured, we're here to guide you through the claim filing process.

Do you have to file a claim for a shipment that's been lost or damaged? We acknowledge that this might be a tense situation, but please rest assured that we're here to assist you throughout the claim process. 🤗

Remember, the carrier you chose, such as USPS, FedEx, UPS, for your package is in charge of all tangible processing and delivery of your shipments. While ShipSaving serves as the platform you've used to create the shipping label, we do not directly handle the packages.

All claim results are subject to the final decision of the carriers.

USPS

If your package may have been lost in transit, directly contacting USPS is the best way to solve the problem. 

ShipSaving is a platform offering shipping discounts, so ShipSaving does not handle packages directly. Contacting the carrier is a faster and more efficient way to investigate where your package goes.  

Please read the following information before you file a USPS claim: If your items are damaged or missing, you must file a claim no later than 60 days after the mailing date

If your package may get lost or damaged, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. There are two ways to reach out to USPS:

1. Call USPS at 1-800-275-8777 to report the package lost or damaged 
2. File a claim: 
· Domestic shipments  
· International shipments

File a claim online step-by-step: 

  1. Gather your documents and shipping evidence: Tracking number, evidence of insurance, proof of package’s value, and proof of damage.
  2. Please go to USPS’s office website, and create an account. If you already have a USPS account, please sign in.
  3. File the claim online: Domestic Claim
  4. If you shipped through international service, you need to create an inquiry first to verify your eligibility before you file a claim. 
  5. If you are eligible for a claim, USPS will notify you via email: “Claim sent for review.”
  6. Waiting for the claim to be processed

FedEx - Buy Labels from ShipSaving

FedEx Ground Economy and FedEx International Connect Plus services can only file claims when you purchased third party insurance (Shipsurance)

ShipSaving provides no after-service for FedEx Ground Economy due to carrier limitations. The following options are not available for FedEx Ground Economy:

  1. Collect on delivery
  2. Money-back guarantee
  3. Declared value
  4. Address correction
  5. Signature proof of delivery
  6. Evening, appointment, or date-certain delivery
  7. Hazardous materials service
  8. Redirect to hold at a FedEx location
  9. Delivery redirects requested by shipper

FedEx - Buy Labels and the Insurance from Your Own FedEx Accounts

Please read the following information before you file a FedEx claim

  1. If your items are damaged or missing, you must file a claim within 60 days of domestic shipping or 21 days for international shipping
  2. If the claim is approved, FedEx's liability covers the value of up to $100 for the package itself and reimburses the shipping fee. FedEx Ground Economy* is the only service not covering any liability. 
  3. For damaged packages, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. 

If your package gets lost or damaged, there are two ways to reach out to FexEx: 

  1. Call FedEx at 1-800-463-3339 for domestic shipments or 1-800-247-4747 for international shipments
  2. File a claim

File a claim online step-by-step: 

  1. Go to FedEx's “File A Claim” page.
  2. Click on “Log in to file a claim.” If you have a FedEx account, please log in. If you do not have a FedEx account, please create a User ID here. 
  3. After you log in to your FedEx account successfully, please enter your tracking/PRO number. 
  4. Please add supporting documentation, such as package photos, invoices, or proof of payments. 
  5. Submit your online claim. 

UPS - Buy Labels from ShipSaving

If your package is lost or damaged in transit, you should file a claim no later than 60 days for domestic shipments after the shipment’s date. Please send an email to claims@shipsaving.com to file a claim. When you send an email to us, please include the following information in the email: 

  1. Tracking Number
  2. Shipper’s Name with your company information
  3. The shipper or receiver’s phone number 
  4. The value and a description of the items
  5. Attach evidence, such as an invoice and photos
  6. For damaged packages, you must provide detailed images* about for the packaging and the damage
  7. For damaged packages, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. 
*Detailed photos include the photo of damaged items, packaging materials such as bubble wrap, plastic, paperboard, etc., and damaged items outside of the box. Providing this evidence is essential for carriers to inspect how the damage happened and excluding the damage reason of unqualified packaging.

Please notice, the above process is only for labels purchased from ShipSaving. 

If you purchased the shipping label from ShipSaving but self-reported a claim through carriers’ websites, you have to file a claim again through us. Sorry for any inconvenience it may cause.

UPS -Buy Labels and the Insurance from Your Own UPS Accounts

Please read the following information before you file a UPS claim

  1. If your items are damaged or missing, you must file a claim within 60 days.
  2. If the claim is approved, UPS liability covers the value up to $100 for the package itself and reimburses the shipping fee. 
  3. For damaged packages, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. 

If your package may have been lost or damaged in transit, contacting UPS directly is the best way to solve the problem. 

ShipSaving is a platform offering shipping discounts, so ShipSaving does not handle packages directly. Contacting UPS is a faster and more efficient way to investigate where is your package at.

  1. Call UPS at 1-800-742-5877 for domestic shipments or 1-800-782-7892 for international shipments
  2. File a claim

File a claim online step-by-step: 

  1. Click this link to file a UPS claim as a guest
  2. Enter your  UPS tracking number and some basic information, then click on Next.
  3. Prepare evidence such as receipts invoices, or photos to show your package is lost or damaged. View supporting documentation for details.
  4. Submit your claim.

DHL Express - Buy Labels from ShipSaving

If your package is lost or damaged in transit, you should file a claim no later than 30 days after the shipment’s date. Please send an email to claims@shipsaving.com to file a claim. When you send an email to us, please include the following information in the email: 

  1. Waybill Number (Tracking Number)
  2. Shipper’s Name with your company information
  3. The shipper or receiver’s phone number 
  4. The value and a description of the items
  5. Attach evidence, such as an invoice and photos
  6. For damaged packages, you must provide detailed images* about for the packaging and the damage
  7. For damaged packages, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. 
*Detailed photos include the photo of damaged items, packaging materials such as bubble wrap, plastic, paperboard, etc., and damaged items outside of the box. Providing this evidence is essential for carriers to inspect how the damage happened and excluding the damage reason of unqualified packaging.

Please notice, the above process is only for labels purchased from ShipSaving. 

If you purchased the shipping label from ShipSaving but self-reported a claim through carriers’ websites, you have to file a claim again through us. Sorry for any inconvenience it may cause.

DHL Express -Buy Labels and the Insurance from Your Own DHL Accounts

Please read the following information before you file a DHL claim

  1. If your items are damaged or missing, you must file a claim within 30 days.
  2. Only the DHL account holder or the shipper has the right to file a claim with DHL.
  3. If the claim is approved, please check DHL’s liability here
  4. For damaged packages, please do not discard your damaged packaging and hold it for now. The carrier has the possibility to take your damaged packaging for investigation. 

If your package gets lost or damaged, there are two ways to reach out to DHL: 

  1. Call DHL at 1-800-225-5345
  2. For missing content or lost shipment and damaged shipment, If you are the DHL account holder, please click here to file a claim. If you are the shipment receiver, please use this link

File a claim online step-by-step: 

  1. Go to “File a Claim with DHL Express” page.
  2. Please select your status either the DHL account holder or the receiver. 
  3. Go to the corresponding page, and then click the option in the right column to open the claim form. 
  4. Fill out the required information, then click “Submit.” 

⚠️Attention: ShipSaving is a third-party platform that does not ship or carry packages directly. Therefore, for any DHL shipments, ShipSaving does not deal with issues about customs clearance, such as paying taxes, submitting additional documents, or connecting you to a third-party customs clearance agency. Appreciate your understanding.

Shipsurance - If you have purchased package insurance from Shipsurance

Please read the following information before you file a Shipsurance claim

  1. Starting from the shipment date, you have 120 days to initiate your claim
  2. If it is for lost packages, domestic shipments have to wait 20 calendar days, and international shipments have to wait 40 calendar days before filing a Shipsurance claim.  

Please fill out Shipsurance Claim Form. After submitting the claim, you can view the Shipsurance claim status.

File a claim online step-by-step: 

  1. ‍Customer files a claim through a ShipSaving portal
  2. Provides proof of value and shipping details.
  3. Provides claim statement from recipient stating damage or non-receipt.
  4. If damaged; provide photos and a repair estimate, if applicable.
  5. Most claims are processed within 5 business days.
  6. You can quickly check your Shipsurance claim status.

Attention: Shipsurance may decline your claim if the outside packaging includes item information such as pictures, company name, item description, etc. If you have more questions about Shipsurance, you may find an answer on its page.

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