Occasionally, a package is lost, damaged, or stolen in the transit process. When this happens, the only thing to do is file a claim with whatever shipping service you used(USPS/FedEx/UPS), and hope that they either approve it(and reimburse you) or your package eventually shows up. ShipTect gives the merchant that you purchased from the ability to immediately refund or replace your package. Since you paid a small percentage of your order amount, the merchant now has the excess funds to make sure you are whole, without waiting for a claim and approval from the shipping company.

If your package is lost, stolen, or damaged, and you opted in for ShipTect Package Protection at checkout, simply contact the merchant you placed your order with.  Once their customer service team determines that your package was lost, stolen, or damaged, they can choose to send out a new shipment, or fully refund your purchase.

The beauty of ShipTect is that we give the power to the merchant to handle all of their customer service for lost, stolen, or damaged package claims. By offering package protection to their customers, the merchant can have the best customer service policies around, with no need to wait for approval from shipping companies or actual insurance providers.

ShipTect is NOT an insurance company. We do not have underwriters, we do not approve or deny claims, and we do not offer insurance to cover merchants or their customers. Merchants are able to “self-insure” when their customers run into issues with package delivery.

First, you need to contact the merchant you purchased your product from. Their contact information can be found on their website as a contact form or a phone number. They have a dedicated customer service team to handle all issues with your order. This usually means sending out a new shipment, or fully refunding your purchase.