Frequently Asked Questions
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wondering...
Merchants
We’re here to help you get your orders from point A to point B in one piece.
Order insurance is a must-have for any business that ships products, and we know that shipping can be a risky business. That’s why we created ShipInsure, an extra layer of protection for your orders during shipping. From the second it leaves the merchant until it reaches your door, we insure the order if it’s lost, damaged, or stolen.
When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it’s due to weather), we’ll make sure you’re compensated with a refund or reshipment.
When ShipInsure Package Protection is applied to an order, we provide coverage if the package becomes lost, damaged, or stolen while it is in transit to the customer.
To get your billing information set up, log into your Merchant Dashboard, click the gear icon at the top right, select Billing, and choose Link Payment Account or Enter Card Info.
When a customer submits a claim, our Support team will contact them by email to begin the process.
Following our policy guidelines, the team will investigate, process, and resolve the claim directly with the customer.
If we need additional information from you, the merchant, we will promptly reach out.
ShipInsure automatically detects the right spot to place itself on most Shopify themes.
If you install ShipInsure and would like assistance implementing the widget, please reach out to merchant@shipinsure.io.
This enables the customer to pay for the protection of their orders.
To provide the best experience for your customers, it’s important to minimize unnecessary distractions or confusing steps during checkout.
One way to do this is by hiding ShipInsure in your store.
For detailed instructions, please refer to our Help Center article, Hiding ShipInsure as a Product in Your Store.
Yes, ShipInsure works with international merchants.
However, if you are a merchant from another country, feel free to reach out and ask about coverage at merchant@shipinsure.io.
We send an invoice to you every Monday through Stripe and automatically debit the balance from your linked payment method. You can pay by credit card, debit card, or ACH bank transfer.
If you need any assistance setting up your payment method, we're happy to help!
This feature is currently unavailable to merchants. We recognize that there is a growing need for this and are committed to adding it to our offerings soon.
For existing subscriptions where customers have purchased ShipInsure Package Protection, if any items in the subscription are lost, stolen, or damaged during transit and can be purchased individually, ShipInsure will reorder those items.
If the items cannot be purchased individually, ShipInsure will refund or provide a store credit to the customer for those items based on the merchant’s coverage agreement.
Although you can file a claim on behalf of the customer, we highly recommend encouraging the customer to file the claim themselves.
This ensures we receive all relevant information directly from the customer, including context and photos.
It also helps us prevent fraud and suspicious behavior by allowing us to thoroughly investigate the details, wording, tone, and more.
A claim can be filed here.
All inquiries should be sent to our Support Team at support@shipinsure.io.
We will review the claim carefully and approve or deny it after our verification process. You can find all the relevant information you need on your ShipInsure dashboard.
When a customer submits a claim and it is approved for reshipment, we will enter the reshipment details into our system, generating an order in your system for the customer.
However, ShipInsure does not handle returns or exchanges. If the customer wishes to return or exchange a product, they will be directed to contact you, the merchant, directly.
By default, ShipInsure is not a taxable product. ShipInsure does not provide recommendations on how each merchant should manage their tax obligations.
Opt-In means that the customer must intentionally opt-in in order to get ShipInsure Package Protection.
Opt-Out means ShipInsure Package Protection is automatically added to the order and customers must toggle it off if they don’t want it.
We’re happy to discuss covering orders over $1,000. Please reach out to merchant@shipinsure.io.
Each case is judged independently, and we will do our utmost to ensure that the customer doesn’t have to ship the item back.
If a customer's item has been damaged and they're requesting for it to be shipped back, we can take care of the shipping at no extra cost to them – we’ll use our own account.
ShipInsure is a seamless insurance solution that covers everything from when the product leaves your door until it arrives in the hands of your customer. In the event of any damage or loss during shipping, claims are easily filed on our website, with almost instant approvals, giving you and your customers peace of mind.
Sometimes your missing order is still in transit or it has not been shipped yet. Please track your order with the tracking number that the store sent you in an email. If the order was shipped and the package missed the estimated delivery date please file a claim with us here.
We’ll do our best to get you answers as quickly as possible!
Filing a claim is simple and convenient! Just visit our website here and you'll be done in no time.
All you need is the ShipInsure ID number sent to you via email after your purchase. It should start with "SI".
Claims must be filed within 14 days from the date the package was marked delivered.
For the customer, ShipInsure will cost a minimum of $0.98 up to 2% of the total order, whichever is greater.
Shipinsure will refund your original payment method.
Please note that it may take up to 4 days to see it reflected on your statement.
Police reports can be completed in person, online, and over the phone. This process should take less than 10 minutes. Look up your local police station’s website online to get their non-emergency number so you can contact them, or check for an online form you can fill out instead. Every station is different, so some may allow online forms, and some may require a phone call or in-person correspondence. Once you’ve contacted the police, they will ask you questions about what happened and take notes on what you’ve told them. You may be asked if you want to file an insurance claim, you can just tell them you’re protected by ShipInsure.
If your order is stuck in transit, you can absolutely contact the shipping carrier. Otherwise, it’s not necessary to contact them unless specifically requested by us to process your claim.
If you would like to cancel your order, please contact the store where the order was placed. We’re unable to cancel orders for buyers from our end.
If only part of your order was shipped, please contact the store where the order was placed to have this resolved.
If your order is stuck in the Confirmed or Pre-Shipment status, please contact the store where the order was placed to have this resolved.
ShipInsure’s coverage only goes into effect once the order has shipped.
ShipInsure provides coverage for damaged products that are broken and cannot be used, this includes products that are clearly shattered, bent, crushed, or exhibiting similar issues.
We’re sorry to hear that! If your package hasn't been shipped out and provided with a tracking number yet, we'd be more than delighted to process a refund for you. You can file your claim here.
However, if it has already been shipped out and you've received a tracking number, unfortunately, we won't be able to offer you a refund since the package is already being protected by ShipInsure.
We know that filing a claim can be a stressful experience, so our team works hard to make it as smooth as possible. Most of our claims are expected to be resolved within 1 – 2 business days.
Yes, ShipInsure provides coverage for international orders.
Please be aware that the claim resolution process may vary by merchant. This can include but is not limited to, the following options:
Store Credit
Reshipment Only
Refund Only
You may view our full policy listing here.
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