Claims, Insurance & Refunds
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Claims

Access your account and select the "Support Tickets" option in the upper right-hand corner of the interface. Once there you can open a new support ticket. Follow the prompts on the screen and select the appropriate option. You can also report a lost/damaged package from the 'Sent Packages' tab.

If you received a package in your account that does not belong to you, please create a support ticket. Our warehouse staff will then remove the package from your account.

If you received an incorrect package, create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.


The processing time for a claim varies depending on the carrier.

Insurance

Options for insurance are displayed during the mail out request process based your selected carrier and destination country. We offer two types of insurance and it varies by carrier:
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).

A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues you may have occurred. 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.

NOTE: claims are only available through shipping methods with international tracking numbers (FedEx, USPS Express Mail, USPS Priority Mail).

Refunds

Sometimes you need to send a package back to the original retailer. To avoid problems, we always recommend that Shipito take pictures of each package's contents.
1. Contact the store and ask how to return the package

Each store has different policies. Some stores will pay for the return shipping fee. Others require you to pay for shipping.

2. Follow the procedure given by the store
Special request: Some retailers require you to print and add a Return Authorization. In this case, SPECIAL REQUEST to detail what needs to be done. Please do not send us an e-mail, as this will often create confusion. The special request function is designed to streamline turns and other special conditions. If the seller provides a Return shipping label, please include it.

Wait until the special request has been processed: If you know that the store has paid the return shipping price, make sure that the mail has reached zero (and the shipping address does not need to be filled in). If you are responsible for the shipping cost, please change the shipping address of the package so that it can be sent to the correct address and select the appropriate delivery method.

Select the package to send: When the package shows the correct shipping address and shipping cost, select send. Please wait to select this until the previous steps are completed.

If the above sounds too complicated and you feel the need to email us, we can correctly set up your package for a small, $5 courtesy fee.

If you know that the retailer doesn’t require any return authorization, you can simply change the shipping address on your package and select the preferred shipping method. That way, you will not be charged a Special Request fee.


If the retailer doesn’t require any return authorization, you can simply change the shipping address on your package and select the preferred shipping method. That way, you will not be charged a Special Request fee.
To request a refund, go to "Account Settings" and then "Account Deposit". Follow the instructions in the prompt window to submit your request.
Refunds are processed against the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.
Refunds typically take our staff 2-3 days to process. However, the time it takes until the funds are returned to your account depends on the payment method used.

Fraud

Shipito takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.