Spaceful will file claims for lost and damaged packages with carriers for shipments that fall within the deadlines provided below specific to the type of claim.
All claims require the following information:
- Carrier
- Tracking number
- Shipment date
- Shipment type
Additional information specific to the type of claim is provided below.
You can file a claim by filling out this form: LINK
Important Note:
Unfortunately, we are unable to file claims for prohibited, restricted, food, liquids and perishable items.
Lost In Transit
Deadlines
Claims relating to lost packages can be filed for shipments that have not had any tracking updates within the last 7 business days. Once a trace case is open, the carrier can take up to 30 calendar days to attempt to find the lost package.
If the package is found - the tracking information will be updated and the package will be delivered to the receiver address.
If the package is declared lost - a lost in transit claim will be filed on your behalf, more information provided below.
What additional information do I need to provide?
When a trace case is opened, you will need to provide the following information:
- Description of the product(s) (catalog, webpage link, pictures, etc.)
- Description of the outer packaging (especially helpful if you are using custom packaging)
If a package is declared lost and a claim is opened, the following information is required:
- Description of the product(s) (catalog, webpage link, pictures, etc.)
- Proof of the value of the product(s) (wholesale/manufacturer cost)
OR
- Acquisition invoice from manufacturer (must include company logo and wholesale cost)
Resolution details
Once a lost in transit claim is successfully submitted to the carrier, delays of up to 90 calendar days can be expected during certain peak times. Resolution amounts are based on the declared value of the shipment which is automatically transmitted by our platform based on the “price” field of each product in the shipment. For more information about editing products: Link
If the declared value is less than $100 or no declared value is provided - the resolution amount is calculated at $2/pound OR the value provided, whichever is lower with a maximum value of $100.
If the declared value is greater or equal to $100 - the resolution amount will be a maximum value of $100.
Important Note:
We are currently unable to file lost in transit claims for shipments that are declared missing by the recipient with the status delivered that do not have signature requested. Learn more about adding signature requested to shipments.
Damaged Shipments
Deadlines
Claims for shipments that are delivered with visible or non-visible damages must be submitted within 72 hours of the delivery date. Note: Damaged shipment claims with Loomis must be submitted within 48 hours of the delivery date. It’s also important to advise the shopper to keep the packaging intact and to take pictures from various angles to aid in the carrier’s investigation.
What additional information do I need to provide?
To successfully submit a damage claim, the following information is required:
- Pictures of the damage (product(s) and packaging)
- Description of the product(s) (catalog, webpage link, pictures, etc.)
- Description of the damages
- Proof of the value of the product(s) (wholesale/manufacturer cost)
OR
- Acquisition invoice from manufacturer (must include company logo and wholesale cost)
Resolution details
Once a damaged shipment claim is successfully submitted to the carrier, delays of up to 30 calendar days can be expected during certain peak times. Resolution amounts are based on the declared value of the shipment which is automatically transmitted by our platform based on the “price” field of each product in the shipment. For more information about editing products: Link
If the declared value is less than $100 or no declared value is provided - the resolution amount is calculated at $2/pound OR the value provided, whichever is lower with a maximum value of $100.
If the declared value is greater or equal to $100 - the resolution amount will be a maximum value of $100.