Claims Department




How Does the ShipSaverUSA Claims Process Work


You can start a Ship Saver USA claim within 30 days of the scheduled delivery for packages that have been lost or damaged, or simply was not received.


Here’s how to do it:

  • Provide Details About the Package This should be the package’s tracking number, weight and contact information for the recipient.
  • Support Your Claim with Additional Documentation Items such as receipts, invoices, email communication (company to client and vice versa), proof of pick up, phone records and purchase orders can help identify merchandise. Attaching photos of damaged packages is also recommended for damage claims.
  • Submit Your Claim You’ll get a notification from us about your claim once submitted.
  • Receive Notification of Approval or Denial of Your Claim


How Long is the Process

Once your Ship Saver USA claim with supporting documentation has been submitted, processing takes on average 8-15 business days. After a claim paperwork has been provided, approved and ready for payment to you, it generally takes between 4-6 days to be deposited into your You will see a note referencing your claim number within your shipping details about the credited to your account.

Documentation Requirements

  • All claims will require some form of supporting documentation to help us locate a missing package or provide an accurate resolution (Ex: Invoice to provide cost of merchandise lost or damaged). If no supporting documents can be provided the insurance amount will be 50% of the standard $100 coverage or $50. A maximum of 50% of the declared/insured value for all claims will be paid.
  • When forming a merchandise description try and be as specific as possible, using things like serial numbers, brand name, sizes, color and quantity.
  • For lost or undelivered
  • During a damage claim, photo documentation will be required and a physical inspection at a SHIPSAVERUSA -approved location may be needed as well.
  • Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.


Proof of Value

Proof of value is the cost or value of an item when it was shipped. Any of these can be used to show proof of value:


  • Sales receipt
  • Paid invoice or paid bill of sale
  • Statement of value and/or estimates of repair costs from a reputable dealer
  • Credit card billing statement
  • Receipt of costs incurred for reconstruction of non-negotiable documents
  • Printouts of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed


NOTE: Only the cost of the item is eligible for reimbursement.


Proof of Damage

Photos that clearly show the extent of damage will help with your case. For damaged claims, you’ll also need to provide an estimate of the repair costs if a repair is possible.


  • Save the original packaging and everything in the package until your claim is settled.
  • Do not throw out damaged items, even after you photograph them.
  • Do not reship items that were not damaged. Save them with the damaged items.
  • You may be asked to take the entire package to a location designated by Ship Saver USA for inspection.
  • Next, provide us with documentation that shows the purchase price, actual cost, repair cost or replacement cost of the merchandise the claim was filed for


Providing as many details as possible helps in expediting the process, as does photo documentation if yours is a damage claim.


Receiving Payment for a Claim


If your claim has been approved, payments are deposited into your wallet. No direct payments, cash, checks or credit card payments will be used for the reimbursement of any approved claim.

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