Frequently Asked Questions

 

What is Shipinsure?

ShipInsure offers the ability to add shipping protection to your orders. ShipInsure offers additional protection on shipments that are lost, damaged, or stolen. From the warehouse doors to your customers hands, it’s covered. 

Get that extra peace of mind

If a problem does occur (which occasionally it does!) filing a claim is a breeze. Our one-click claims process with instant approvals alleviates headaches and gives you one less thing to worry about. We’re all about improving your experience!

How do you file a claim?

To report a claim, customers simply go to our claims one-click form and enter their details. After providing some simple information ShipInsure will work out a favorable resolution for you and your customer.

When do I have to file a claim by?

Claims must be submitted within 15 days of the tracking delivery date or estimated delivery date.

Where's my ShipInsure ID#?

Once you've placed an order, we'll send you out an email that contains your ShipInsure ID in it.

 

What is covered?

ShipInsure covers your product from the moment it leaves our warehouse until it arrives at your door. If the package is lost, stolen, or damaged in transit, ShipInsure will cover the cost of replacement or repair. Once the product has arrived at its destination, however, coverage ends.

 

Where's my order?

Sometimes your 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!

Contacting shipping carriers?

If your order is stuck in transit, you can contact the carrier. Otherwise, it's not necessary to contact them.

 

How to cancel my order?

If you want to cancel your order, please contact the store where you made the order from. We are not able to cancel orders.

 

How do I access My refund?

You can access your ShipInsure refund through PayPal.

To do this, you’ll need to login to your PayPal account and click on the “My Money” tab in the upper right-hand corner of the page. Once there, click on “History” and then scroll down until you see “Refunds”. Click on that link and it will bring up a list of all refunds made to your account. You can then click on the “View Refund” button next to the refund you wish to view.

You should now be able to see details about your refund including how much money was refunded as well as what type of product or service it was related to.

Why do I need ShipInsure?

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 from Lost, Damaged, or Stolen.

When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it was due to weather!), we’ll make sure you get compensated for the cost of repair or replacement.

Only part of my order shipped?

We're so sorry to hear that only part of your order was shipped.

Please contact the store where you made the order from.

Order stuck in transit or pre-ship?

We are sorry to hear that your order is not yet delivered.

Please contact the store where you made the order and ask why your order has not been shipped.

ShipInsure's service only goes into effect once the order is shipped.

My package is missing. Is it lost or stolen?

We understand you're anxious about your package, and we want to help you get it back.

If your package is not there within 2 days of its estimated delivery date, please file a claim with us here We'll do our best to get to the bottom of what happened and make sure that it doesn't happen again.

We know that missing packages can be stressful and upsetting, but one thing we want to remind you of is that unless you have video evidence of your package being stolen, there's no way to know whether or not it was lost or stolen.

How do I file a police report?

Police reports can be completed in person, online and over the phone. This process should take less than 10 minutes. Look up online for your local police station’s non-emergency number and contact them. Every station is different, some you may be able to do online, some might be over the phone.

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 I'm protected by ShipInsure.

What type of damage is covered?

ShipInsure covers all damage that occurred during the shipping process.

Order resolution expectations?

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.

 

I did not want to add ShipInsure to my order?

We are sorry to hear that please reach out to us.