理赔、保险和退款
返回常问问题

索赔

1. Login to your account

2. Find your package that's in question and select the options on the right of it (as shown below).



3. A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues, select the one that applies to you. Please be sure to follow the instructions given to you on the form after making your selection.



4. Processing The Claim
When the claim is entered in the system, it will appear in your account. We will notify you once we have further information. You can see updates about any open issues and claims in your Shipito account.

This process can take from several weeks to months depending on the carrier and when they get back to us.

如果您在帐户中出现了不属于您的包裹,请创建客服提单。 然后,我们的仓库员工将从您的帐户中删除该包裹。

如果您收到错误的包裹,请创建客服提单并上传包裹标签和内容的照片。 然后,我们将为您提供下一步的说明。

At Shipito, we do our due diligence to inform customers if we notice a package arrived with any damage. But ultimately, it is your responsibility to ensure all items arrive to us in proper working condition.

Please bear in mind that all packages arrive to us on pallets from the carriers, so we are unable to inspect each package at the time of delivery. We ask that you view the incoming photos provide and if you wish to see the contents, please request photos to be taken.

We cannot honor any claims for packages that arrive to our warehouse damaged, even if the seller denies your claim.
If we are at any time unable to locate your package, your package will be marked “Lost in Warehouse” and we will take 3-4 business days to complete a thorough search for your package. If we are unable to find your package, you will be notified via a support ticket and a claim will be started.

Nothing will be required of you until a claim is started. At that point, we will ask you to provide us with the seller’s invoice to prove the purchase price of the lost items. Once you provide us the seller’s invoice, we will reimburse you for your loss within 3-4 business days.

If your package is located and you have not yet been reimbursed, the package will be reentered into your account and you will be notified. If your package is located after a reimbursed has been made, you will be given the option to either keep your reimbursement or return the reimbursement and have the package added back into your account.

Please note that any reimbursements are based on the declared value and it is your responsibility to ensure that your packages are declared completely and accurately as soon as the package arrives. Please also understand that we cannot offer any compensation for delays caused by lost packages.
Whenever insurance is purchased, content pictures are taken of the package to document the condition of the package prior to it leaving the Shipito facility. If anything should happen to the package, in order for us to be able to process a claim for any damaged items you may receive, we need to know the condition of the items before they were shipped. We do this by taking content photos. If you request damage and delivery insurance for your package and content photos have not already been taken, a content photo request will be added at the rate of $2.

保险

When submitting your mailout request, you will see an option to select delivery insurance, delivery and damage insurance, or no insurance.

Please note that, even if the insurance fee is included in the shipping fee, you must still select the type of insurance want in order for the package to be covered (see “What do the two types of insurance cover?” below to see what types of insurance we offer).

When insurance is selected, your package is covered by Shipito. You are not required to issue a claim with the carrier yourself, we will work with the carriers on your behalf to process any claims.
We do not offer insurance for any packages shipped with USPS First Class International.

If you are shipping with Airmail Economy, insurance is only available for certain countries. Please see this file HERE to see which countries are covered. If you do not see your country listed, we will be unable to offer insurance for this shipping option.

If you need your package to be insured and you do not see the option to request insurance for airmail economy, please choose another shipping method.
Delivery Insurance: This insurance covers the content value and the shipping costs of any package that is lost in transit. This only covers lost packages. This does not cover packages that are seized by customs, refused, abandoned, etc. and if your package is delivered, any missing or damaged items will not be covered.

Damage Insurance: This insurance covers the contents of your package should any items become lost or damaged in transit. It will cover the value of the damaged or missing items only. If a damaged item is repairable, we will reimburse you for the repair costs not exceeding the item value. Shipping fees are not reimbursed for delivered packages, but exceptions can be made if most or all of the items in the package are damaged or missing.

Shipito offers you the option to purchase delivery insurance or a combination of both damage and delivery insurance.

The insurance fees are calculated based on the value you declare on the customs declaration, and the amount you declare is the amount you will be reimbursed. However, please note that we cannot reimburse you more than what was actually paid to the seller for the item. We will ask you to prove the purchase price with a seller’s invoice or receipt for every claim.

Any service fees Shipito charges (processing fees, consolidation fees, etc.) are nonrefundable and are not covered by insurance.
You can only apply for insurance, if you selected and paid for insurance coverage on your package at the time of mail out. Please note, that insurance claims and processing times vary by carrier.

Find your carrier below:
  • USPS & Priority Parcel: You can open a trace or claim after 30 days have passed, but no later than 60 business days.

  • Airmail Economy & Airmail Priority: Please wait at least 60 business days before lodging a claim, but you must notify us before 90 business days have passed. **

  • ** Por packages going to Brazil, please wait at least 90 business days but no more than 120 business days to lodge a claim.
  • All Other Carriers: Please notify us as soon as you notice an issue. This will give us the greatest chance of resolving any possible problems or delays. The deadline to lodge your insurance claim is 60 days after the package ships.

  • The deadline to submit a claim for any items within your delivered packages that are damaged or are missing, is 10 days from the delivery date.
    The seller's invoice or proof of purchase is required for any and all claims. This must show the purchase price, purchase date, and the delivery address (our warehouse address), and tracking number.

    Damaged & Missing Items:

    Please keep all packaging until your claim is resolved. We will need you to provide photos of the inner and outer packaging as well as photos of any items that are damaged.

    USPS & RRD Shipping Methods: We must have a report from your local post office or customs office confirming the package was delivered with missing or damaged items. Please inspect the package at the time of delivery and alert the postal worker if anything is damaged or missing. We cannot accept any USPS claim without this document.
    索赔的处理时间取决于运输商。

    退款

    了解商店的退货政策

    1.访问商店网站或与他们联系,查看他们的“退回包裹”说明。
  • 有些商店会支付退货运费。 其他的会要求您支付运费。

  • 退货流程 - 如果商店为您提供预付运费标签
    重要提示:
    $ 5(提出特殊要求) + $ 2(包裹处理费) + $ 1(手动邮寄)= $ 8返回物品


    1.找到您要退回的包裹,然后选择包装右侧的“其他服务”。

    2.您将看到一个弹出窗口,其中包含我们提供的所有服务,您需要选择“其他说明”,如下所示。


    Shipito 退貨流程: 如果您需要支付運費

    1. 按您要退回的项目选择“发送包裹”。

    2. 点击 "添加新地址"。输入个人/商店提供給给您的地址

    3. 像往常一样按照常规货运的步骤进行操作,并在最后一步选择寄出。
    重要提示:
  • 你的所有包裹必须邮寄出去。 如果您的账户中还有包裹未寄出,将不能退款

  • 1.转到帐户设置
    2.然后,选择帐户会员套餐
    3.最后,选择“申请退款”

    然后按照弹出窗口中的说明进行操作。

    如有可能,退款将根据原始付款方式处理。 如果您使用比特币,电汇或现已失效的卡,资金将会存入您的账户,如果您向我们提供PayPal电子邮件,我们将通过PayPal处理您的退款。
    退款通常需要我们的工作人员2-3天处理。 但是,将资金返还到您的帐户所需的时间取决于所使用的付款方式。

    欺诈

    Shipito非常重视欺诈行为,我们竭尽所能抵制欺诈行为。 我们有系统和流程来保护我们的客户以及零售商将包裹运送到我们的仓库。

    我们对欺诈行为采取严格的零容忍政策。 如果您的帐户涉嫌欺诈,我们会立即进行安全审核。 在我们的调查结果出来之前,您的帐户将被取消。

    如果您是怀疑遭遇欺诈交易的零售商家,请立即与我们联系。 我们希望与您合作,帮助解决问题并防止再次发生这种情况。