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Claim Guidelines

We strive to make your claims experience fast and painless.

Submit a Claim

Claims Guidelines.

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:

Sales Invoice<

Sales Invoice

Cost/Purchase Invoice

Cost/Purchase Invoice

Damaged Product

Photos of the Damaged Product

Damaged Box

Photos of the Damaged Box

Shipment Packaging

Photos of How the Shipment is Packaged

*Please allow eShipper 30-60 days to process your claim

Always Remember To Do The Following

Do’s Warehouse

  • 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)

Don’ts shipping rates

  • 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:
    • Improper Packaging
    • Shipper’s Risk items...
  • 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.

Fulfillment services
  • 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.

Want to Chat?

You can contact our claims manager at or give her a call at 1-877-373-9222 EXT 115