To ensure that your claims experience is smooth, please follow the below guidelines:
A loss or damage claim should be submitted within 30 days of a shipment being delivered (the sooner the better)
A service failure claim should be submitted within 10 calendar days
To submit a claim simply follow these steps, click here
Shipper’s Risk items only qualify for Lost shipments when insurance is purchased
Please ensure to select Commodity Type when purchasing insurance
Please ensure to print 3 copies of the High Value Insurance Receipt when purchasing insurance over $1,000.00 CAD as some carriers require this document
Ensure the following documents are provided when submitting a claim:
Photos of the Damaged Product
Photos of the Damaged Box
Photos of How the Shipment is Packaged
*Please allow eShipper 30-60 days to
process your claim
Always Remember To Do The Following
Package shipments properly using as much material (at least 2” of bubble wrap, use styrofoam to cover entire product, etc.) to protect the product
Advise consignee to hold damaged shipment in its original packaging once a claim is submitted
When purchasing eShipper Insurance: declared value MUST be the selling Price (Sales Invoice) of the product (s)
Do not use old/reused boxes to ship out products (carriers will deny claim as this is considered “improper packaging”)
Do not move shipment (shipment needs to stay at the location until carrier completes damage inspection)
Do not throw away damaged product and/or packaging
Do not over Insure or under insure the declared value of the product(s).
Most common reasons why claims get denied:
Shipper’s Risk items... Glass, China, Crystal, Porcelain, Figurines, Pottery/Ceramics, Precious metals, Liquids, Food, Perishables, Live Animals, Live Plants, TV’s, Original/Fine Art, Antiques, Personal Effect, Household Goods, Hazardous/Dangerous Goods, Shipments prohibited by law (see carriers Terms & Conditions)
Insurer will not cover shipments/products containing the following: bills, currency, cellphones/cellular devices, deeds, evidence of debt, furs, original/fine art, money, notes, securities, perishable cargo (food, live plants - coral reefs, etc., live animals - fish, reptiles, etc.), unless endorsed in writing. For a full list of items click here for our Terms & Conditions
Important Note For LTL Damage Claims.
For visible damages on pallet(s) – “Damage” MUST be noted/checked off on the POD (Proof of Delivery) on day of delivery. If it is not noted on the POD the carrier will not approve claim.
For concealed damages (no noticeable damages on outer packaging) – It MUST be reported to us ASAP as the carrier must be notified within 24 HOURS from delivery date.