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.

Filing A Claim Has Never Been Easier

Filing A Claim Has Never Been Easier

Customers

Frequently asked questions

Merchants

Get
in Touch

Filing A Claim Has Never Been Easier

Filing A Claim Has Never Been Easier

Customers

Frequently asked questions

Merchants

Get in Touch

Get
in Touch