If your shipment is damaged in transit, lost, or experiencing no carrier tracking, you can file a claim to start the reimbursement process. Submit your claim through Jetpack Pro or by reaching out to your Jetpack Care Manager.
How to Submit a Claim
To file a parcel or freight claim, you have two options:- In Jetpack Pro: File your claim directly from your dashboard and upload the required documentation.
- Through Jetpack Care: Reach out to your Jetpack Care Manager to file a claim on your behalf.
Jetpack can accept claims for orders shipped using Jetpack shipping labels or Jetpack-arranged freight. For orders shipped with prepaid labels, we recommend contacting the carrier directly to file a claim.
When You Can Submit a Claim
The timing for when you can submit a claim depends on the type of issue you’re experiencing:Orders shipped from the US to Hawaii, Puerto Rico, and the Virgin Islands follow domestic policies for tracking requirements. Orders shipped to army post offices (APO), British Forces post offices (BFPO), fleet post offices (FPO), or Department of State overseas offices (DPO) follow international tracking requirements.
What Information You’ll Need
Before starting your claim submission, gather the following documentation:What Happens After You Submit
Once you submit your claim, here’s what to expect:Automated Claims
If your claim qualifies for automated processing:- You’ll receive updates via dedicated Slack channel on your submission status
- If approved, a credit will automatically appear on your next shipping invoice
- If denied, the update will include the reason for denial and a link to review the order status
Manual Claims
If your claim requires manual review by our dedicated claims team:- You’ll receive updates via dedicated Slack channel on your submission status
- Expect updates within 3-5 business days
- The team will notify you of approval or denial with detailed reasoning
Important Notes
Prepaid Labels
Jetpack does not accept claims for orders shipped using prepaid labels. For these shipments, contact the carrier directly to discuss filing a claim.No Carrier Tracking Policy
Once you choose to have your Jetpack account reimbursed for the fulfillment cost under the no carrier tracking policy, the shipment will no longer qualify for a lost in transit claim.Amazon Shipping Orders
For orders shipped via Amazon Shipping that are damaged in transit, you must provide your customer with a refund or replacement in Amazon Seller Central.Let’s Dive Deeper
Claims and Insurance Overview
Understanding insurance coverage and claim policies
Parcel Claim Policies
Detailed parcel claim policies and timelines
Freight Claims
Submitting claims for freight shipments
Adding Insurance to Orders
Add parcel and freight insurance coverage
Insuring Your Inventory
Protect stored merchandise with insurance
D2C Turnaround Times + SLAs
Understanding fulfillment performance standards