How do I file a shipping insurance claim?Updated a day ago

If your shipment is covered by shipping protection and hasn’t arrived — whether it was lost, damaged, or stolen — simply reach out to our customer service team at [email protected] and we’ll take it from there. Our team will file the claim on your behalf with Shipsurance by Assurant, the shipping-protection provider built into the Shopify platform, so you don’t have to navigate the process yourself.

To help us file quickly, it’s useful to have a few things on hand when you reach out: a copy of your order confirmation email (your receipt), the carrier’s tracking page, and any other supporting evidence that may apply, such as a police report or images from surveillance footage.

Please note that only one claim can be opened per shipment, so kindly avoid filing a separate claim directly with the carrier, as that can hold up the approval process.

Once we’ve submitted everything on your behalf, Shipsurance by Assurant — as the insurance provider — reviews and decides the claim on their own timeline. All approved claims are resolved with a re-shipment of the item and are not eligible for return, refund, or exchange — a standard safeguard that keeps this protection working fairly for everyone.

We’re here to make this as smooth as possible, so please don’t hesitate to reach out and we’ll handle the rest.

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