Claims, Insurance & Refunds
Back To FAQ

Claims

To file a claim, you must lodge a "Support Tickets" in your Shipito account explaining the issue. Our claims team will then work with you and our carriers to submit an official claim if needed. You can also report a lost/damage package from the "Sent Packages" tab.
If you received an incorrect package in your Shipito account.
  • please create a support ticket. Our warehouse staff will then remove the package from your account.

  • If you received an incorrect package at your home
  • Create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.

  • The seller's invoice or proof of purchase is required for any and all claims. This must show the purchase price, purchase date, and the delivery address (our warehouse address), and tracking number.

    Damaged & Missing Items:

    Please keep all packaging until your claim is resolved. We will need you to provide photos of the inner and outer packaging as well as photos of any items that are damaged.

    USPS & RRD Shipping Methods: We must have a report from your local post office or customs office confirming the package was delivered with missing or damaged items. Please inspect the package at the time of delivery and alert the postal worker if anything is damaged or missing. We cannot accept any USPS claim without this document.
    At Shipito, we do our due diligence to inform customers if we notice a package arrived with any damage. But ultimately, it is your responsibility to ensure all items arrive to us in proper working condition.

    Please bear in mind that all packages arrive to us on pallets from the carriers, so we are unable to inspect each package at the time of delivery. We ask that you view the incoming photos provide and if you wish to see the contents, please request photos to be taken.

    We cannot honor any claims for packages that arrive to our warehouse damaged, even if the seller denies your claim.

    Insurance

    Insurance claims processing depends on the carrier.

    Airmail Economy, Airmail Priority, USPS, and Shipito Priority Parcel are solver in 30 business days from the date we receive all required documents from you.

    All other carries are completed in 5-15 business day from the date we receive all the required documents from you.
    Insurance covers the value of any damaged or missing items. This value is based on the amount you declared on the customs declaration form.

    Please note; we cannot reimburse more than what you actually paid the seller for the items and we cannot reimburse for items that are not listed on your customs declaration. This total does not include shipping fees or sales tax paid to the seller.

    Reminder, we will ask you to provide the seller invoices to prove the amount you paid.

    IMPORTANT NOTE: Shipping costs charged by Shipito are covered for the lost package only.

    The following fees are nonrefundable:

  • Assisted Purchase fees
  • Processing fees
  • Insurance fees
  • Consolidation fees
  • Photo request fees
  • Special request fees

  • 1. Login to your account

    2. Find your package that's in question and select the options on the right of it (as shown below).



    3. A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues, select the one that applies to you. Please be sure to follow the instructions given to you on the form after making your selection.



    4. Processing The Claim
    When the claim is entered in the system, it will appear in your account. We will notify you once we have further information. You can see updates about any open issues and claims in your Shipito account.

    This process can take from several weeks to months depending on the carrier and when they get back to us.

    IMPORTANT NOTE:
  • Claims are only available through shipping methods with tracking numbers.
  • If you do not file the claim within 10 days it will be automatically declined.
  • If you receive a refund for your package, it will be the amount you entered on your customs declaration. Please make sure this value of your item is accurate.

  • You can only apply for insurance, if you selected and paid for insurance coverage on your package at the time of mail out. Please note, that insurance claims and processing times vary by carrier.

    Find your carrier below:

  • USPS & Priority Parcel: You can open a trace or claim after 30 days have passed, but no later than 60 business days.
  • Airmail Economy & Airmail Priority: Please wait at least 60 business days before lodging a claim, but you must notify us before 90 business days have passed. **
  • ** For packages going to Brazil, please wait at least 90 business days but no more than 120 business days to lodge a claim.
  • All Other Carriers: Please notify us as soon as you notice an issue. This will give us the greatest chance of resolving any possible problems or delays. The deadline to lodge your insurance claim is 60 days after the package ships.

  • The deadline to submit a claim for any items within your delivered packages that are damaged or are missing, is 10 days from the delivery date.

    Returns & Refunds

    Know The Store's Return Policy

    1. Visit the store website or contact them to see their "returning a package" instructions.
  • Some stores will pay for the return shipping charge. Others will require you to pay for the shipping.

  • Shipito Return Process: If The Store Gives You A Pre-Paid Shipping Label
    PRICE BREAKDOWN
    $5 (Place A Special Request To Attach Pre-Paid Label) + $2 (Package Processing Fee) + $1 (Manual Mail Out) = $8 To Return


    1. Find the package/s you wish to return and select "Additional Services" on the right side of the package.

    2. You will get a pop-up window with all of the services we provide, you'll want to select "Other Instructions" as shown below.


    Shipito Return Process: If You Have To Pay For Shipping

    1. Select "SEND PACKAGE" by the item/s you wish to return.

    2. Click on "ADD NEW ADDRESS". Enter the address provided to you by the individual/store

    3. Follow the steps as you normally would on a regular international shipment, and just confirm shipment on the last step.
    IMPORTANT NOTE:
  • All your packages MUST be mailed out. It is not possible to process a refund with packages remaining in your mailbox.

  • 1. Go to Account Settings
    2. Then, Select Account Membership
    3. Finally, Select "Request a Refund"

    Follow the instructions on the pop-up window afterwards.

    Refunds are processed through the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.
    Please allow 2-3 business days to process, you will be notified by email. If money is refunded to your debit/credit card, it may take up to 2-3 weeks before your bank refunds the money.

    Fraud

    Shipito takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

    We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

    If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.