If you're on the Shopify, Advanced Shopify, or Plus plan, and you have Shopify Payments activated, then $200 USD of shipping insurance is automatically included on each eligible label at no cost. Additional coverage can be purchased when printing your shipping label if you are not on one of the above plans or you need to purchase additional coverage for shipments valued over $200.

Please review the complete shipping insurance program offered through Shopify here.

Coverage rates for the Shopify program can be found here.

There are certain items that we do not cover. This program DOES NOT cover the following:

Accounts, bills, currency, cash in transit, evidence of debt, checks, money orders, COD payments, coins (collectible coins are not excluded), securities and other negotiable papers, tickets, deeds, notes, gift cards, manuscripts, documents, neon items, hazardous material (per UPS Hazardous Materials List), televisions, monitors, screens, perishable cargo or similar property, eggs, any stone or ceramic slabs, automobiles, motorcycles, live animals, flowers, plants, seeds, cigarettes/cigars, cotton, tobacco, windows, plate glass, stained glass, float glass, guns and firearms (including ghost guns and 3D printed guns, including blueprints for such guns, and any part, component or kit for any gun or firearm), rocks (including geodes, crystals, amethyst, clusters, minerals, fossils, and similar), and hemp-derived products and products that contain cannabidiol (CBD).

You can find the coverage terms and conditions here. These are the same terms that are available to you before you ship a package on the Shopify platform.

Only Shopify merchants domiciled in the United States can insure their shipments under this program. Shipments can originate from International locations, but the Shopify merchants must be U.S. based.

Yes! A package that is stolen outside of a residence or business where it has been commercially delivered is covered.

NOTE: A police report may be required.

We require the carrier tracking to indicate clear acceptance of your shipment for mailing in order to cover the package. If a shipping label is printed but not scanned by the carrier as in-transit and in their care and custody, it is deemed as never been mailed and there is no coverage.

Please provide a screen shot or PDF of the Shopify sales invoice. Make sure your store name, the buyer's details, and the total amount of the sale is included.

There are certain items that are not covered under this shipping insurance program. This program DOES NOT cover the following:

Accounts, bills, currency, cash in transit, evidence of debt, checks, money orders, COD payments, coins (collectible coins are not excluded), securities and other negotiable papers, tickets, deeds, notes, gift cards, manuscripts, documents, neon items, hazardous material (per UPS Hazardous Materials List), televisions, monitors, screens, perishable cargo or similar property, eggs, any stone or ceramic slabs, automobiles, motorcycles, live animals, flowers, plants, seeds, cigarettes/cigars, cotton, tobacco, windows, plate glass, stained glass, float glass, guns and firearms (including ghost guns and 3D printed guns, including blueprints for such guns, and any part, component or kit for any gun or firearm), rocks (including geodes, crystals, amethyst, clusters, minerals, fossils, and similar), and hemp-derived products and products that contain cannabidiol (CBD).

There are certain destinations we do not cover. This program DOES NOT cover shipments sent ot the following destinations:

Shipments sent to Afghanistan, Angola, Bolivia, Brazil, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela. Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.

Partially! This program DOES cover items shipped in the original manufacturers packaging or any packaging that alludes to the contents for DAMAGE in transit.

This program DOES NOT cover items shipped in the original manufacturers packaging or any packaging that alludes to the contents for loss, shortage or theft.

This includes branded shipping boxes or branded tape.

Note: Partial coverage added as of 11/16/2023.

This program DOES NOT cover items that are delayed or for any loss of use. We do not cover the shipping expense in these cases, as well.

This program DOES NOT cover shipments were the package is addressed incorrectly.

Yes. Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc) with a value of $1,000.00 or more must be sent with the Signature Confirmation service (package must be signed for at delivery) provided by the Carrier. This is required for Domestic and International shipments.

If a package valued at $1,000 or over is shipped without the signature service added to the shipment, there is no coverage.

Claims are filed in the Shopify admin area. Detailed claim instructions can be found here.

During the claims process, a claim statement/affidavit signed by your buyer will be requested. This is a website link provided by Shipsurance that allows your buyer to indicate loss or damage.

If the Shopify admin area is not available, you can start a new claim here.

The Shopify merchant should always file the claim as they are the insured party. The buyer typically completes the claim verification form (affidavit) and provides the merchant damage photos (if requested by us).

The insured party will receive the claim payment if the claim is approved. This is always the Shopify merchant.

All claims should be filed and completed within 120 calendar days from the date of shipment.

Lost Packages Shipped via USPS or any consolidator that are not scanned as "delivered":

1. Domestic Shipments - Wait at least 20 days after shipping
2. International Shipments - Wait at least 40 days after shipping

1. File a claim with us immediately (ASAP).

Please select "Shortage". This is a partial loss or if a package arrives without the contents.

Yes! File the claim as a "Loss".

If a package was considered stolen after delivery, we may request a police report.

If requested, please have the buyer file the police report and include an explanation that their package was stolen and their package was insured. The can explain that insurance company has requied they file the policy report.
Provide us the police report & report number. A PDF copy is best.

Note: A false police report may be charged as a misdemeanor or a felony depending upon the jurisdiction.

File a claim in the Shopify admin area for loss. If the Shopify admin is unavailable, you can file a claim here.

Only the value of the shipped merchandise per the commercial invoice and original shipping costs are covered. This program does not cover the cost of re-shipping the item(s).

You can check the status of an existing claim here.

Make sure to have your claim number ready. Our claim number are 18 characters long. An example claim number is SHPUO-100123185367

After a claim is filed, it moves through multiple statuses. They are:

New: This is a newly filed claim that has not been reviewed by our team. Claims are typically reviewed the same day they are filed if they are filed during the business day.

Pending Documents: We have reviewed the claim and requested supported documents. Please check the status of your claim for a list of pending documents.

Under Review: We have reviewed the provided documents and submitted your claim to the proper internal team to be paid or closed. Please allow 5 days for us to respond.

Paid: The claim was paid and payment was remitted via the method you selected.

Cancelled: The claim was cancelled per your request.

Closed: The claim is not covered due a violation of the coverage exclusions and/or conditions.

Expired: It has been greater than 120 days from the shipment date and the claim expired.

We understand that sometimes your buyer does not respond to additional requests when there is a shipping loss involved. After you try to reach them and ask them to complete the claims verification link, they may choose not to assist you in the process. At this point, we ask that you provide us all communication that you have between you and the buyer. This includes email communication, text messages, or platform messages where they indicate they did not receive the shipment. Screenshots or PDF copies work great! Please attach them to the claim.

Potentially! After we review the claim details, our claims representative will let you know if we will be collecting the item. Make sure the contents and the packaging are not discarded until the claim is completed.

Filing a tracer is not as complex as it sounds. Basically, this is asking the shipping company "Where is my package?".

Most carriers will need the tracking number and shipment date and they can try to locate package for you.

If the package is shipped via the USPS or any consolidator like DHL eCommerce or FedEx SmartPost, follow these guidelines:

• Domestic Shipments - 20 days after shipping
• International Shipments - 40 days after shipping

If you uploaded or emailed files and did not receive an error, we got them!

Please give us 24-48 hours to review them (business hours). When we update the claim you will receive a status update email. A claims representative reviews all of your uploaded files.

Alternatively, you can check the status of your claim here, at any time.

We allow for 120 days from the shipment date to file a claim and provide all supporting documents. Once 120 days passes, we set the claim to the "Expired" status.

We understand that you want to have your claim processed and paid quickly. So do we!
Our goal is for claims to be paid within 5 business days after we receive your supporting claim documents. Once your claim is "Under Review" and approved for payment, please give us up to 5 business days to complete the payment process.

Note: There may be delays in claim payments during the Holidays.

When your claim is paid you will receive an email. Alternatively, you can check the status of your claim here, at any time.

The insured party will receive the claim payment. This is always the Shopify merchant.

If the claim status page shows that your claim is "Paid", we have already sent your claim payment to you. Based on the payment method selected this is what you should expect:

1. Check - Checks are mailed via First Class Mail. You should receive your check within 7 days of mailing
2. Emailed Check (Deluxe) - Emailed Checks are sent immediately to the email address you provided when filing a claim
3. PayPal - PayPal payments are sent immediately to the email address you provided when filing a claim

We do not want to pay the wrong person or send you a claim payment that you cannot deposit.
We find that the incorrect payee name is provided to us in many cases leading to delays in receiving funds. Sometimes this is just a typo when filing the claim, or a company name is provided as the "payee" but there is no bank account with the company name.
We verify the payee name during your first claim to make sure you receive your claim payment promptly and are able to access the funds.

We are not open on weekends. If you file a claim on Friday afternoon, during the weekend, or during a Holiday we will review it once we open the following day.

Normal Office Hours Are: M-F 7:30AM - 4:30PM PST

We do! You can call us at 866-852-9956. It may take up to one day to receive a callback if we are unavailable. The best way to reach us is via email at shopifyclaims@shipsurance.com or use the "Message Us" button on the claim status page.

Follow the carrier guidelines and be sure to use a box that is the appropriate size for the item being shipped. Don't forget to use cushioning! Ask yourself "Would the contents survive a 6ft fall?"

Please visit our site www.proshippingtips.com for great shipping tips and suggestions.

If you are having trouble uploading claim attachments, please email them to us at shopifyclaims@shipsurance.com.

Make sure to reference your claim number on the email!

We try to make our system available 24 x 7, but things happen. Please visit our status page here.