Send Shipping Insurance allows for Package Protection at checkout, unlocking full coverage and seamless resolutions for any shipping issues while your order is in transit. In the event that your purchase was damaged or lost in transit, we work with retailers and shipping carriers to navigate the claims process so you don’t have to.

If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to report an order issue right away by filing a claim. Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 14 days from the date it was marked delivered.

Sometimes retailers will waive liability after a package has left their facilities, and filing claims against shipping companies can be a long and difficult process. Send is here to step in and make it easy to file a claim in the event your package is damaged in transit. With our leverage and industry experience, we can work with shippers and retailers on your behalf to ensure that you receive any refunds or replacements you are entitled to within a reasonable amount of time.

Submit a claim here. Please include your original order number with the retailer and your tracking number from the shipping carrier. Also include photos of your damaged items and your package. If a package is lost in transit and you cannot take a photo of the packaging, a screenshot of the tracking information will work.

Send Shipping Insurance will refund the cost of the item(s), a partial refund, or replace your order with the same item from the retailer. Shipping costs, taxes, custom and duty fees, and the Send Shipping Insurance premiums are not eligible for refunds.

Send Shipping does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a partial refund depending on the severity of the cosmetic damage.

Send Shipping may require further evidence of the damaged item (i.e. more photos, etc.).

Damaged items can be broken, crushed, frozen, shattered, or otherwise harmed irreparably while being shipped to you. This does not include defects in manufacturing or issues that happened before the item left the retailer.

If you received a broken item and need to dispose of it (i.e. shattered glass), please check with your city ordinances and have it disposed of properly. Typically, you will not need to ship it back to the retailer.

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent, or crushed.  If unclear, Send Shipping will contact the retailer to determine if the product is unusable. If the product is declared unusable and/or irreparably damaged by the retailer, a refund or partial refund will be offered.

Once a claim is opened by a customer, Send Shipping Insurance will respond within 2 to 3 business days with a resolution or a request for more information. All correspondence will go to the email listed on your claim form.

When a claim is reviewed and resolved, your product will either be reordered on your behalf or refunded, depending on in-stock availability, the percentage of discounts received and other variables.

If a replacement is available, Replacing your order with the exact same item(s) is always the first option we use, but sometimes that option is no longer in stock with the retailer. If that is the case, we will let you know and issue a refund to your original form of payment.
Shortly after Send Shipping has reordered the item on your behalf, you will receive a confirmation email from the retailer that includes the new order number and receipt of purchase. Once the retailer fulfills the order, you will receive another email with a new tracking number and a link to track via the carrier service (i.e. UPS, USPS, etc.).

Every reorder placed through Send Shipping will also be covered by Send Shipping Package Protection in the case of damaged items. So rest assured that you can always reach out to us should you experience another protected situation.

If a refund is awarded, you will receive your funds back to your original form of payment. Send Shiping Insurance will only award a cash refund back to the original form of payment. If that is no longer available, a store credit eligible with the original online retailer will be issued as an alternative.

Once a claim is opened by a customer, Send Shipping Insurance will respond within 2 to 3 business days with a resolution or a request for more information.
If a customer does not respond to Send Shipping Insurance correspondence within 5 days, Send Shipping will automatically close the order claim. Customers can open the claim back up by responding to the original messaging thread.

After a claim has been resolved with either an approval or a dismissal, the claim will be closed. If customers continue to reopen their claim after a final resolution has been issued, Send Shipping Insurance is under no obligation to continue correspondence in regards to that specific claim.

Send Shipping does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a partial refund depending on the severity of the cosmetic damage.

If a package was delivered successfully and then stolen, or if it was delivered to the wrong address, customers will need to contact the carrier directly, as this is an entirely different kind of investigation within shipping companies. We do not cover lost or stolen packages.

Please contact the retailer if you believe Send shipping was added to your order by mistake. It is at the merchant’s discretion regarding how it was originally added to the order. If your order has shipped, it will still be covered.

If a customer files a chargeback and is refunded by the online retailer, Send Shipping Package Protection will not cover the order.

If the customer stops the chargeback and is not refunded by the online retailer, Send Shipping Package Protection will cover the order. 

What’s a chargeback? A chargeback reverses a money transfer to the online retailer from your bank account or credit card, in the event of a wrongful financial charge being disputed. Once a chargeback has been initiated, only the banks involved may take any actions, unless the customer reverses their chargeback.

Unfortunately, if the retailer does not have the item in stock anymore, we cannot order a replacement on your behalf. We can only reorder the exact same item that was originally covered, we cannot order alternatives for customers.
You should see your funds back on your original form of payment within 5 to 10 business days, depending on your financial institution.
We will always default to a refund unless a customer replies to their claim stating that they would prefer a store credit so that they can reorder an alternative sooner. Store credits will only be eligible with the original retailer, and only for the original amount paid for the specific item.