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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 15 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 labels


shipping discount


LTL freight

Photos of the
Damaged Product

LTL freight

Photos of the
Damaged Box

LTL freight

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.


  • Package shipments properly using as much material (at least 2” of bubble wrap, use styrofoam to cover the 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:

      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.

  • UPS Insurance- Terms & Conditions

    UPS- Terms & Conditions

    FedEx- Terms & Conditions

    Purolator- Terms & Conditions

    Canpar- Terms & Conditions

    DHL Express- Terms & Conditions

    Aramex- Terms & Conditions

    Canada Post- 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 the day of delivery. If it is not noted on the POD the carrier will not approve the 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.

shipping claims

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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