We're here when you need support

Claims Support

Have a new claim or need to check the status of an existing claim? You're almost there!

Click here to file a new claim or check the status of an existing claim

Waiting Period before Submitting a Claim

Damage Claims – package arrived broken

NO waiting period

Lost Claims – package never made it

Days AFTER Ship Date
Domestic: 18 days
International: 35 days

Claims Deadline

Claims submitted more than 90 days after the Ship Date will be automatically declined.

Information Needed

Before starting your claim, please collect the following:

  1. Invoice copy between you and the Buyer.
  2. Pictures of the Packaging (if claim is for damaged items).
  3. Pictures of the Damaged Items (if claim is for damaged items).
  4. A repair estimate, if the item is repairable.
  5. The buyer's name and email address. We will ask the buyer to submit a Buyer's Statement confirming the details of the claim.

Claims Process

What happens if I have a claim?


  I have a Claim

Using the Claims submission button above on this page, initiate filing a new claim using the tracking number and ship date of the package. The required documents are clearly outlined, so processing the claim will be expedited. If a document is missing, our team will contact you.



Our team sends a confirmation email including a link to check the status of your claim 24/7 and enables communication directly to your case adjuster.



Real-time status updates are sent to you via email. You stay informed throughout the whole process.


  Live Support

The Parcel Protection team is here to support you. We are available by Live Chat, Email, Phone, and Direct Messaging.


 Get Paid

All claims resolved within 7 business days. Claim payments are sent via eCheck to expedite reimbursement.

Claims Support

Have questions or need support? See our FAQs below for answers to common questions; call our number at (714) 338-6880; or, click our live chat box in the lower right-hand corner for assistance.

Have a question about CLAIMS?

Frequently Asked Questions

Get answers.

How do I submit a claim?
How do I submit a claim?

You can select the claims link at the top of the page or click here to file your claim. Once you have started the claim, we provide straightforward instructions on the items required to be successfully reimbursed. The good news is, most of your claim details will already be prepopulated, reducing the amount of time to complete your claim.

How long will it take to get reimbursed?
Do I need to file a claim with FedEx or UPS first?
If the package arrived damaged, what do I need to tell the buyer?
My customer says they didn’t receive the package but tracking shows it was delivered. Am I covered?
When a claim is approved, who gets paid and how is payment sent?
How will I be able to check the status of my claim?
What is your Refund Policy?
If you do not find the answer to your question listed within our FAQs, you can always contact us directly at
15901 Red Hill Avenue
Tustin, California 92780
(714) 338-6880
Mon-Fri  8:00am-5:00pm PT
Online Support