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 Carriers.
General Information
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.
Supporting remarks:
- 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.
- All packages are handed off to the carriers daily in large Gaylords and are scanned at the carrier’s sorting hubs.
- All electronic shipment data is submitted at the time of handoff, serving as proof of the packages transferred to the carriers during pickup.
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
- Images of damages
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 |
| USPS |
|
N/A | N/A | N/A |
| DHL |
|
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 |
| UPS Ground |
|
A claim must be filed within 60 days of the delivery date. If there has been no update for 7 days, a claim can be submitted |
The resolution process may take up to 8-10 days. Updates and requests for any additional information will be provided as needed. | 7 photos of damaged items |
| UPS Surepost |
|
A claim must be filed within 60 days of the delivery date. If there has been no update for 7 days, a claim can be submitted |
The resolution process may take up to 8-10 days. Updates and requests for any additional information will be provided as needed. | 7 photos of damaged items |
|
UPS Shipping Reimbursement |
Domestic
International
NOTE: Reimbursements for this shipment are not guaranteed and may vary based on daily updates from UPS, depending on any delays the carrier may be experiencing. |
15 days from scheduled delivery date | 7 Days | Proof of purchase |
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.
- 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.
- 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