> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Freight Claims and Policies

> Learn about freight shipment claim eligibility, the $500 courtesy coverage limit, and the documentation required for lost or damaged freight.

<div className="page-intro">
  When freight shipments are lost or damaged in transit, understanding the claim process and documentation requirements helps ensure timely resolution. Jetpack provides courtesy reimbursement up to \$500 for validated freight claims on Jetpack-arranged shipments.
</div>

## Reimbursement Policy for Freight Claims

Jetpack reimburses validated freight claims for lost or damaged shipments up to **\$500 USD** of the manufacturing value as a courtesy for Jetpack-arranged freight (inbound or outbound).

### Coverage Limits and Requirements

| Coverage Type                  | Details                                                                                                                                                        |
| ------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Standard Courtesy Coverage** | <ul><li>Up to \$500 USD manufacturing value</li><li>Applies to Jetpack-arranged freight only</li><li>Covers validated lost or damaged shipments</li></ul>      |
| **Shipments Over \$500**       | <ul><li>Additional insurance strongly recommended</li><li>No reimbursement without insurance</li></ul>                                                         |
| **Non-Covered Shipments**      | <ul><li>Freight shipments valued over \$500 without insurance</li><li>Non-Jetpack-arranged freight shipments</li></ul>                                         |
| **Reimbursement Calculation**  | <ul><li>Limited to manufacturing value only</li><li>Calculated per specific product confirmed lost or damaged</li><li>Not based on total order value</li></ul> |

<Info title="Manufacturing Value vs. Order Value">
  Reimbursement is calculated based on the manufacturing value of specific products confirmed as lost or damaged, not the total order value. For example, if a shipment contains two products valued at \$5 each (total order value: \$10), and only one item is damaged, Jetpack will reimburse \$5.
</Info>

<Warning title="Shipping and Reshipment Costs">
  Shipping and reshipment costs are not covered for lost or damaged items. Claims reimbursement applies only to the manufacturing value of the products themselves.
</Warning>

***

## How to Submit Freight Claims

To file a claim for lost or damaged freight, submit your claim with all required documentation through one of these options:

* **In Jetpack Pro:** File your freight claim directly from your dashboard.
* **Through Jetpack Care:** Reach out to your Jetpack Care Manager to file the claim on your behalf.

Providing complete documentation upfront helps your claim get processed smoothly.

***

## Claim Filing Timelines

Claims must be filed within specific timeframes to be eligible for processing. Missing these deadlines means your claim cannot be processed.

| Claim Type             | Deadline                           | Details                                                                                                                           |
| ---------------------- | ---------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **Lost in Transit**    | Within 90 days of ship date        | <ul><li>Must be filed within 90 days from original ship date</li><li>Claims submitted after 90 days cannot be processed</li></ul> |
| **Damaged in Transit** | Within 4 business days of delivery | <ul><li>Must be submitted within 4 business days after delivery</li><li>Issue must be noted on delivery paperwork</li></ul>       |

<Warning title="Critical Timing Requirement">
  For damaged freight claims, the damage must be noted in the paperwork at the time of delivery. If damage is not recorded on the delivery documentation, the carrier will mark the shipment as cleared, and your claim may be denied.
</Warning>

***

## Documentation Requirements

Proper documentation is essential for freight claim validation. Missing or incomplete documentation will delay or invalidate your claim.

### Required Documentation for Damage Claims

| Requirement                 | Details                                                                                                                                                                                   |
| --------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Photographic Evidence**   | <ul><li>Clear photos of product damage required</li><li>Damage to packaging alone is insufficient</li><li>Product itself must be visibly damaged</li></ul>                                |
| **Proof of Delivery (POD)** | <ul><li>Clearly note any damage or shortages on POD</li><li>Driver must sign the POD acknowledging damage</li><li>**Never** sign as "Subject to Inspection" - this is not valid</li></ul> |
| **Freight Retention**       | <ul><li>Retain damaged freight and original packaging</li><li>Must be available for inspection or salvage</li><li>Keep until claim is fully resolved</li></ul>                            |
| **Stretch Wrap Condition**  | <ul><li>Document torn, missing, or repackaged stretch wrap</li><li>Photograph and report immediately</li></ul>                                                                            |

<Warning title="Proof of Delivery Requirements">
  Your Proof of Delivery (POD) must meet specific requirements for claim validation:

  * Clearly note any damage or shortages on the POD document
  * Do NOT sign the POD as "Subject to Inspection" - this is not considered valid documentation
  * Ensure the driver signs the POD, acknowledging any damage

  Failing to properly document damage on the POD at delivery may result in claim denial.
</Warning>

### What Doesn't Qualify for Reimbursement

**Packaging Damage Only**: Damage to packaging alone is not sufficient for reimbursement. The product itself must be damaged to qualify for a claim.

***

## Claim Processing Timeline

Once submitted, freight forwarders follow legal timeframes for claims processing:

| Processing Stage                       | Timeline          | Details                                                                                     |
| -------------------------------------- | ----------------- | ------------------------------------------------------------------------------------------- |
| **Acknowledgment and Investigation**   | 30 business days  | <ul><li>Freight forwarder acknowledges claim receipt</li><li>Investigation begins</li></ul> |
| **Claim Completion and Reimbursement** | 120 business days | <ul><li>Claim investigation completes</li><li>Reimbursement provided if validated</li></ul> |

<Info title="Processing Time Expectations">
  Claims processing can take up to 120 business days to complete. These timelines are set by freight forwarder regulations and apply to all freight claims in the industry.
</Info>

***

## Let's Dive Deeper

<CardGroup cols={3}>
  <Card title="Claims and Insurance Overview" icon="shield-check" href="/fulfillment/claims">
    Back to the main claims guide
  </Card>

  <Card title="Adding Insurance to Orders" icon="shield-halved" href="/fulfillment/claims/adding-insurance">
    Learn about additional insurance options for freight
  </Card>

  <Card title="Parcel Claim Policies" icon="box-taped" href="/fulfillment/claims/parcel-claim-policies">
    Parcel claim policies and timelines
  </Card>

  <Card title="Submitting Claims" icon="file-circle-plus" href="/fulfillment/claims/submitting-claims">
    Quick claims submission process
  </Card>

  <Card title="Using Our Freight Services" icon="truck-fast" href="/fulfillment/tools-techniques/using-our-freight-services">
    Freight coordination and accessorial services
  </Card>

  <Card title="B2B Fulfillment Overview" icon="handshake" href="/fulfillment/b2b/index">
    Our approach to business fulfillment
  </Card>
</CardGroup>

<div className="jetpack-callout">
  <img src="https://mintcdn.com/jetpack/2iejPNBTYKEx6ntF/images/jetpack-logomark-256.png?fit=max&auto=format&n=2iejPNBTYKEx6ntF&q=85&s=340604ced4add3864f2641341826e1c9" alt="Jetpack" className="jetpack-callout-icon" width="256" height="256" data-path="images/jetpack-logomark-256.png" />

  <div className="jetpack-callout-content">
    <h4 className="jetpack-callout-title">Questions? Contact Jetpack Care.</h4>
    <p className="jetpack-callout-text">If you have any questions or run into issues with your freight claim, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!</p>
  </div>
</div>