Question 1

Why do I need ShipInsure?

Accepted Answer

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.

Question 2

What does ShipInsure cover?

Accepted Answer

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.

Question 3

How much does ShipInsure cost?

Accepted Answer

ShipInsure is 100% free for the merchant!

You can learn more about it here.

Question 4

How do I set up my billing information?

Accepted Answer

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.

Question 5

What customer service elements does ShipInsure handle?

Accepted Answer

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.

Question 6

Will ShipInsure assist in the installation of the ShipInsure widget?

Accepted Answer

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.

Question 7

Why is ShipInsure showing up as a product in my store?

Accepted Answer

This enables the customer to pay for the protection of their orders.

Question 8

How do I hide ShipInsure in my Shopify store?

Accepted Answer

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.

Question 9

Does ShipInsure work with international merchants?

Accepted Answer

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.

Question 10

How does ShipInsure collect money from its merchants?

Accepted Answer

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!

Question 11

Can we raise the price of the shipping protection?

Accepted Answer

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.

Question 12

Does ShipInsure cover subscription-model products?

Accepted Answer

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.

Question 13

Can I file a claim on behalf of a customer?

Accepted Answer

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.

Question 14

How will our Support teams coordinate with each other?

Accepted Answer

All inquiries should be sent to our Support Team at care@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.

Question 15

Returns vs. Reshipments: how do each of these work?

Accepted Answer

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.

Question 16

Is ShipInsure a taxable or non-taxable product?

Accepted Answer

By default, ShipInsure is not a taxable product. ShipInsure does not provide recommendations on how each merchant should manage their tax obligations.

Question 17

What is Opt-in/Opt-out?

Accepted Answer

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.

Question 18

Will ShipInsure cover orders over $1,000?

Accepted Answer

We’re happy to discuss covering orders over $1,000. Please reach out to merchant@shipinsure.io.

Question 19

If the item was damaged and the customer wants to ship it back, how does that process work?

Accepted Answer

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.

Question 20

What is Shipinsure?

Accepted Answer

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.

Question 21

Where’s my order?

Accepted Answer

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!

Question 22

How do I file a claim?

Accepted Answer

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".

Question 23

How long do I have to file a claim?

Accepted Answer

Claims must be filed within 14 days from the date the package was marked delivered.

Question 24

How much does ShipInsure cost?

Accepted Answer

For the customer, ShipInsure will cost a minimum of $0.98 up to 2% of the total order, whichever is greater.

Question 25

How do I access my refund?

Accepted Answer

Shipinsure will refund your original payment method.

Please note that it may take up to 4 days to see it reflected on your statement.

Question 26

How do I file a police report?

Accepted Answer

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.

Question 27

Should I contact the shipping carrier?

Accepted Answer

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.

Question 28

How do I cancel my order?

Accepted Answer

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.

Question 29

Only part of my order shipped?

Accepted Answer

If only part of your order was shipped, please contact the store where the order was placed to have this resolved.

Question 30

Order stuck in Confirmed or Pre-Shipment status?

Accepted Answer

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.

Question 31

My package is missing. Is it lost or stolen?

Accepted Answer

We understand you’re anxious about your package, and we’re here to help!

If your package doesn’t arrive within 2 days of being marked delivered, please file a claim with us here.

Question 32

What type of damage is covered?

Accepted Answer

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.

Question 33

What if I did not want to add ShipInsure to my order?

Accepted Answer

We're sorry to hear that!

If your package hasn't been shipped yet and you don't have a tracking number, we'd be happy to process a refund for you. You can file your claim here. In the claim description, please request a refund of the ShipInsure Package Protection fee.

However, if your package has already shipped and you have a tracking number, we cannot refund the ShipInsure fee since the package is already covered and protected.

Question 34

Claim resolution expectations?

Accepted Answer

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.

Question 35

Does ShipInsure cover international orders?

Accepted Answer

Yes, ShipInsure provides coverage for international orders.

Question 36

Important claim considerations

Accepted Answer

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.

Frequently Asked Questions

Frequently Asked Questions

Merchants

Shoppers

Get
in Touch

Frequently Asked Questions

Frequently Asked Questions

Merchants

Shoppers

Get in Touch

Get
in Touch