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Frequently Asked Questions

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Frequently Asked Questions

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Customers
  • What is Shipinsure?
    ShipInsure is a seamless insurance solution that covers everything from when the product leaves your door until it arrives in the hands of your customer. In the event of any damage or loss during shipping, claims are easily filed on our website, with almost instant approvals, giving you and your customers peace of mind.
  • Why do I need ShipInsure?
    We’re here to help you get your orders from point A to point B in one piece. Order insurance is a must-have for any business that ships products, and we know that shipping can be a risky business. That’s why we created ShipInsure, an extra layer of protection for your orders during shipping. From the second it leaves the merchant until it reaches your door, we insure the order if it’s lost, damaged, or stolen. When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it’s due to weather), we’ll make sure you’re compensated with a refund or reshipment.
  • Where’s my order?
    Sometimes your missing order is still in transit or it has not been shipped yet. Please track your order with the tracking number that the store sent you in an email. If the order was shipped and the package missed the estimated delivery date please file a claim with us here. We’ll do our best to get you answers as quickly as possible!
  • How do customers file a claim?
    Filing a claim is simple and convenient! Just visit our website here and you'll be done in no time. All you need is the ShipInsure ID number sent to you via email after your purchase. It should start with "SI".
  • How long do I have to file a claim?
    Claims must be filed within 14 days from the date the package was marked delivered.
  • How much does ShipInsure cost?
    For the customer, ShipInsure will cost a minimum of $0.98 up to 2% of the total order, whichever is greater.
  • How do I access my refund?
    Shipinsure will refund your original payment method. Please note that it may take up to 4 days to see it reflected on your statement.
  • How do I file a police report?
    Police reports can be completed in person, online, and over the phone. This process should take less than 10 minutes. Look up your local police station’s website online to get their non-emergency number so you can contact them, or check for an online form you can fill out instead. Every station is different, so some may allow online forms, and some may require a phone call or in-person correspondence. Once you’ve contacted the police, they will ask you questions about what happened and take notes on what you’ve told them. You may be asked if you want to file an insurance claim, you can just tell them you’re protected by ShipInsure.
  • Should I contact the shipping carrier?
    If your order is stuck in transit, you can absolutely contact the shipping carrier. Otherwise, it’s not necessary to contact them unless specifically requested by us to process your claim.
  • How do I cancel my order?
    If you would like to cancel your order, please contact the store where the order was placed. We’re unable to cancel orders for buyers from our end.
  • Only part of my order shipped?
    If only part of your order was shipped, please contact the store where the order was placed to have this resolved.
  • Order stuck in Confirmed or Pre-Shipment status?
    If your order is stuck in the Confirmed or Pre-Shipment status, please contact the store where the order was placed to have this resolved. ShipInsure’s coverage only goes into effect once the order has shipped.
  • My package is missing. Is it lost or stolen?
    We understand you’re anxious about your package, and we’re here to help! If your package doesn’t arrive within 2 days of being marked delivered, please file a claim with us here.
  • What type of damage is covered?
    ShipInsure provides coverage for damaged products that are broken and cannot be used, this includes products that are clearly shattered, bent, crushed, or exhibiting similar issues.
  • What if I did not want to add ShipInsure to my order?
    We’re sorry to hear that! If your package hasn't been shipped out and provided with a tracking number yet, we'd be more than delighted to process a refund for you. You can file your claim here. However, if it has already been shipped out and you've received a tracking number, unfortunately, we won't be able to offer you a refund since the package is already being protected by ShipInsure.
  • Claim resolution expectations?
    We know that filing a claim can be a stressful experience, so our team works hard to make it as smooth as possible. Most of our claims are expected to be resolved within 1 – 2 business days.
  • Does ShipInsure cover international orders?
    Yes, ShipInsure provides coverage for international orders.

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