Claim Process

At ShipSimple, we strive to ensure a seamless shipping experience for all our valued customers. However, we understand that occasionally, shipments may encounter issues such as loss, damage, or delay during transit. In such cases, filing a claim becomes necessary to seek resolution.

Understanding when to file a claim:

Before initiating a claim, it's essential to determine whether your situation warrants it. Claims typically arise in the following scenarios:

1. Loss of shipment: If your package has not arrived within the expected timeframe and tracking information indicates no movement.

2. Damage to shipment: If the contents of your package have been visibly damaged upon arrival.

3. Delayed shipment: If your package has been delayed beyond the guaranteed delivery date.

How to file a claim:

From the Shipment History & Tracking page, locate the shipment, click 'See more', click 'File a Claim' and fill in the requested information. This request is then sent to our team to initiate on your behalf.

What you can expect:

• For a Lost Shipment, the courier must first deem the shipment to be lost. They will start a trace/investigation to try and first locate the shipment. A trace can take 1-2 weeks depending on the courier. 
• If the trace successfully locates the shipment, it will proceed to be delivered.
• If the trace does not locate the shipment, a claim will need to be started.
• A claim can take an additional 2-4+ weeks depending on the courier.
• Any and all updates provided to ShipSimple regarding your claim will be sent to you for immediate review.

If you have any questions, please contact us by email at [e-mail], by phone at 1-888-210-8910, or contact us via live chat directly on the ShipSimple Platform.