Sometimes events happen during a move that result in a box being lost or damaged. We work directly with you and the carrier to sort your claim.
How Long Does a Claim Take? A claim, once the carrier has all necessary information, 5 to 10 business days is typical but depending upon the shipment it could take up 60 business days to resolve through the carrier. Our carrier's are diligent to make the claim experience thorough from review, inspection to final disposition. Resolution may be full acceptance, partial acceptance, or a denial of your claim.
How do You Get Paid? We encourage the carrier to pay any claim directly to the receiver. This is often the ship to person under your booking. Often the shipper and receiver are the same person with most of our customers. There are instances where the carrier or carrier's claim administration will send claim funds to our company for dispersal to the claimant. You will be advised of this process depending upon the disposition of the claim.
You can start a claim for a shipment that has been lost or damaged:
Loss: You can file a claim on a package if it has not been delivered 24 hours after the expected delivery date and time. Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package.
Damaged: The shipper or receiver can initiate a claim on a damaged package, although the carrier's encourage the shipper/billable party to report package problems.
Note: For a complete description of all requirements for the claim process, refer to the Terms and Conditions of Service in effect at the time of shipping.