Claims, Insurance & Refunds
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Claims

Access your account and select the "Support Tickets" option in the upper right-hand corner of the interface. Once there you can open a new support ticket. Follow the prompts on the screen and select the appropriate option. You can also report a lost/damaged package from the 'Sent Packages' tab.

If you received a package in your account that does not belong to you, please create a support ticket. Our warehouse staff will then remove the package from your account.

If you received an incorrect package, create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.


The processing time for a claim varies depending on the carrier.

Insurance

IMPORTANT NOTE: Insurance isn't always offered, carrier and country restrictions may apply.

Delivery Insurance
Covers the declared value (you put on the customs declaration form) and the shipping costs paid if the package does not deliver.

Damaged & Delivery Insurance
Covers any damaged or lost packages in the amount you declared on your customs declaration form when shipping. It will also cover any damage made to the items within your package or if the package arrives empty.
1. Login to your account

2. Find your package that's in question and select the options on the right of it (as shown below).

3. A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues, select the one that applies to you. Please be sure to follow the instructions given to you on the form after making your selection.



4. Processing The Claim
When the claim is entered in the system, it will appear in your account. We will notify you once we have further information. You can see updates about any open issues and claims in your Shipito account.

This process can take from several weeks to months depending on the carrier and when they get back to us.

IMPORTANT NOTE:
  • Claims are only available through shipping methods with tracking numbers.
  • If you do not file the claim within 10 days it will be automatically declined.
  • If you receive a refund for your package, it will be the amount you entered on your customs declaration. Please make sure this value of your item is accurate.

  • Returns & Refunds

    Know The Store's Return Policy

    1. Visit the store website or contact them to see their "returning a package" instructions.
  • Some stores will pay for the return shipping charge. Others will require you to pay for the shipping.

  • Shipito Return Process - If The Store Gives You A Pre-Paid Shipping Label
    IMPORTANT NOTE:
    $5 (Pre-Paid Shipping Label) + $2 (Package Processing Fee) + $1 (Manual Mail Out) = $8 To Return Item


    1. Find the package/s you wish to return and select "Additional Services" on the right side of the package.

    2. You will get a pop-up window with all of the services we provide, you'll want to select "Other Instructions" as shown below.


    Shipito Return Process - If You Have To Pay For Shipping

    1. Select "SEND PACKAGE" by the item/s you wish to return.

    2. Click on "ADD NEW ADDRESS". Enter the address provided to you by the individual/store

    3. Follow the steps as you normally would on a regular international shipment, and just confirm shipment on the last step.
    IMPORTANT NOTE:
  • All your packages MUST be mailed out. It is not possible to process a refund with packages remaining in your mailbox.

  • 1. Go to Account Settings
    2. Then, Select Account Membership
    3. Finally, Select "Request a Refund"

    Follow the instructions on the pop-up window afterwards.

    Refunds are processed against the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.
    Please allow 2-3 business days to process, you will be notified by email. If money is refunded to your debit/credit card, it may take up to 2-3 weeks before your bank refunds the money.

    Fraud

    Shipito takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

    We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

    If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.