> ## 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.
# Loss, Damage, and Claims
> Complete guide to filing and managing claims for packages lost or damaged in transit, including eligibility requirements, timelines, documentation, and reimbursement limits.
Jetpack assists merchants with carrier claims for packages lost or damaged in transit from Jetpack fulfillment centers. Understanding claim eligibility, timelines, and documentation requirements ensures smooth resolution when shipments go missing or arrive damaged. This guide covers the complete claims process from filing to reimbursement.
## Liability Limits
Jetpack's liability for lost or damaged shipments is limited as follows:
* **Maximum liability**: USD \$100 **or** the carrier's loss limitation per order, **whichever is less**
* **Exclusions**: Original shipping costs and reshipment costs are **not covered** in claim reimbursements
* **Insured value cap**: USD \$5,000 per parcel maximum
* **Insurance cost**: 1.875% of insured value
These liability limits are outlined in [Clause 13 of Jetpack's Terms of Service](/fulfillment/terms-and-slas/terms-of-service#clause-13). Review this clause for complete legal details on liability limitations.
***
## Key Reimbursement Rules
### What Gets Reimbursed
* **Retail value** of confirmed damaged or lost items only
* Refund amount is based on the **order value at fulfillment time** (accounts for customer discounts, promotions, and coupons applied)
* Only the product value is reimbursed—shipping costs are excluded
### What Doesn't Get Reimbursed
* Original shipping costs
* Reshipment costs
* Order fulfillment fees
* Packaging costs
* Insurance premiums (unless insured package is lost/damaged)
**Over-Insured Claims**: If you insure a shipment for more than its actual retail value, Jetpack may adjust or deny the claim to match the true product value. Always insure shipments for their accurate retail value.
***
## Claim Eligibility
### Accepted Claims
Claims are **accepted** for:
* Orders shipped with **Jetpack-purchased labels** (Jetpack arranged shipping)
* Orders shipped with **Jetpack-arranged freight** (LTL, FTL shipments)
### Recommended Alternative
For orders shipped with **prepaid labels** or **self-arranged freight**, Jetpack recommends you contact the carrier directly to file claims, as you have a direct contractual relationship with the carrier.
***
## Claims Timeline & Requirements
Different claim types have specific timeframes and documentation requirements:
## Damaged in Transit
**When to file:** Within 30 days of delivery date
**Required documentation:**
* Retail invoice showing product value
* Customer communication confirming damage
* Photos of damaged product and packaging
**Special requirement for Amazon Shipping:**
* Must provide proof of prior refund or replacement to customer before claim submission
File damage claims promptly after customer reports damage. Delays in filing may result in claim denial if the 30-day window expires.
## Lost in Transit - Domestic
**When to file:**
* After 15 days with no carrier tracking update
* Submit within 45 days of ship date
**Required documentation:**
* Retail invoice showing product value
**Special requirement for Evri orders:**
* Must provide signed DOR (Delivery on Return) form
Most carriers consider a package "lost" if there has been no tracking update for 15+ days. Filing after 15 days ensures the claim is processed efficiently.
## Lost in Transit - International
**When to file:**
* After 20 days with no carrier tracking update
* Submit within 50 days of ship date
**Required documentation:**
* Retail invoice showing product value
International shipments take longer to process through customs and international carrier networks. Wait at least 20 days before filing a lost claim to avoid premature claim denials.
## No Tracking Updates
### Domestic
**When to file:**
* After 15 days with no tracking update
* Submit within 45 days of ship date
### International
**When to file:**
* After 20 days with no tracking update
* Submit within 50 days of ship date
**Required documentation:**
* Retail invoice showing product value
## Misdelivery
**When to file:** Within 30 days of delivery date
**Required documentation:**
* Proof of misdelivery, such as:
* Carrier communication confirming incorrect delivery
* Delivery postal code differing from order shipping address
* Photos of delivered package in disposal bin or incorrect location
Misdelivery claims require strong evidence that the package was delivered to the wrong address. Contact the carrier to obtain official confirmation of the delivery location.
***
## Common Denial Reasons
Claims may be denied for the following reasons:
### Order Marked "Delivered"
**Jetpack will not file lost-in-transit claims or offer refunds for orders marked as "Delivered"** unless carrier-confirmed misdelivery is provided.
If a customer claims non-receipt but the carrier shows "Delivered," you must obtain official carrier confirmation of misdelivery before Jetpack can process a claim.
***
### International Orders Arrived in Destination Country
International orders are denied once an **"Arrival in Destination Country"** scan is received from the carrier.
After this scan, the package is in the destination country's postal system, and delays or losses become the responsibility of the local carrier.
***
### "Returned to Sender" Status
Orders with a carrier status of "Returned to Sender" are denied **unless the shipment was insured**.
If insured, RTS claims follow the insured package claims process.
***
### Claims Exceed Timeline Requirements
Claims filed outside the specified timelines (15/20 days for lost, 30 days for damaged/misdelivery, 45/50 days maximum submission window) will be denied.
***
## Insurance and Claims
### Insured Shipments
If you purchased **parcel insurance** through Jetpack's partnership with Cabrella Parcel Insurance, insured shipments have different claim processes and higher coverage limits.
See the [Insurance Options page](/fulfillment/terms-and-slas/insurance-options) for complete details on insurance coverage, costs, and claims procedures.
***
### Courtesy Coverage
Orders **without purchased insurance** are covered by Jetpack's courtesy coverage:
* **Maximum coverage**: USD \$100 or carrier's loss limitation (whichever is less)
* Applies automatically to all Jetpack-shipped orders
* No additional cost
**Purchasing insurance voids courtesy coverage**: If you insure a shipment, the insured amount replaces the \$100 courtesy coverage. Ensure you insure for the full product value if it exceeds \$100.
***
## Related Resources
* [Insurance Options](/fulfillment/terms-and-slas/insurance-options) - Add insurance to high-value shipments
* [Terms of Service](/fulfillment/terms-and-slas/terms-of-service) - Legal liability limits (Clause 13)
* [Turnaround Times + SLAs](/fulfillment/terms-and-slas/turnaround-times-slas) - Claims processing timelines
* [Returns](/fulfillment/terms-and-slas/returns) - Returns processing for RTS shipments
***
If you have questions about filing a claim, need help understanding denial reasons, or want to discuss a specific claim, contact Jetpack Care. Our dedicated claims team is here to assist via Slack, phone, or email!