Navigating the complexities of shipping and handling, especially when it comes to claims, requires a clear understanding of the procedures involved. At MasonHub, we prioritize transparency and efficiency in assisting our clients through the claims process. Below is a comprehensive guide to streamline claim procedures for FedEx, DHL, and OSM shipments.
General Information
To expedite the claims process, please provide the order number. Our customer service team can retrieve the invoice from Shopify.
MasonHub is aware that damage or loss can occur during shipping. If a package is lost or damaged in transit by a carrier, MasonHub will assist you by submitting a carrier claim on your behalf, provided if eligible.
Additional notes:
You can add insurance to your orders with reaching out to support@masonhub.co
Carriers liability for goods lost in transit shall not exceed the lesser of $100 or the maximum of the applicable carrier’s loss limitation.
To file claims with MasonHub, please submit ticket with order number to support@masonhub.co
You will be asked to provide:
- The Shipment ID
- Required document(s) as outlined in the table below
The support team will then be in touch to update you on the status of your submission.
Below is the lost/damaged in transit policy for orders per carrier for MasonHub.
|
Carrier
|
Coverage
|
Claim Filing Deadline
|
Estimated turn around time
|
Required Documentation
|
| OSM |
Lost (shipment not delivered) Damaged (physical damage sustained to contents of shipment) Missing Contents (shipment delivered with missing contents) |
Claims can be submitted for consideration 30 days after the last scan | Provides update on the status within 1 day. | Invoice, photos of damage, original packaging |
| DHL | Damaged claims will only be eligible if the package was damaged while in DHL eCommerce’s possession and within one of its Distribution Centers | Claim request must be received between 21 days(domestic) 45 days(international) and 90 days from the date DHL eCommerce received possession of the package | Claims are typically processed within 7-10 business days. | Proof of purchase, photos of damage, original packaging, and claim form |
| FedEx |
|
60 calendar days from the shipment date for U.S. packages and 21 calendar days from the shipment date for international packages. Claims for undelivered or lost shipments must be filed within nine months of the shipment date. | Provides update on the status within 14 days. | Proof of purchase, photos of damage, original packaging, and claim form |
**USPS last-mile parcels are not eligible for claims**
Notes
MasonHub:
- We recommend contacting the carrier/freight forwarder directly to file a claim for orders shipped utilizing prepaid labels or self-arranged freight.
- All claims filed through MasonHub for packages that were lost in transit or with no carrier tracking must be filed within the carrier guidelines specified on table above.
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- For approved claims, the reimbursement will be reflected on your weekly invoice, if applicable.
- MasonHub does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide further information from what is shown on their tracking portal.
- In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, the carrier’s support team does not deem the shipment as in their possession.
- We do not cover the shipping or reshipment costs for lost/damaged items.
- MasonHub will not file lost in transit claims or offer refunds for orders marked as "Delivered" or orders that have a final scan. (stolen, delivered not received etc)
- MasonHub will not file lost in transit claims or offer refunds for orders if the tracking says "Arrival in Destination Country."
- MasonHub will not file lost in transit claims or offer refunds for orders marked as “Returned to Sender
- Expect potential delays during high claim volumes.
- Filing a claim does not guarantee reimbursement or credits from carriers.
- We do not file claims for manufacturer-related damages.
- Submit one ticket per order for claims and continue the communication on the same ticket.
- Our support team will contact you once the carriers provide an update, as this varies by carrier and claim.
- MasonHub does not file claims for stolen packages
- If you wish to send a reshipment to your customer, you can create a reshipment in the system to send the item(s) to your customer again by copying the order and modifying it if needed.
Passport- Reach out to them directly for claims
Global-E - Reach out to them directly for claims