Shipping Company
Shipping Companies

Guidelines on claims

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:

Shipping Company

Sales
Invoice

Shipping rates

Cost/Purchase
Invoice

Shipping Services

Photos of the
Damaged Product

Shipping Services

Photos of the
Damaged Box

Shipping Services

Photos of How the Shipment is Packaged

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

Always Remember To Do The Following

Keep these instructions in mind when making your claim.

Do’s

  • 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

  • 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:

      1. Improper Packaging
      2. 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.

LTL

Want to Chat?

You can contact our claims manager at vanessa@eShipper.com or give her a call at 1-877-373-9222 EXT 115

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