Claims Overview
Any eligible claims can be submitted to our team via the Claim Form here!
Lost & Damaged in Transit
Insurance coverage is carrier and service-level specific. Manifest’s WMS software performs a “rate shop” between the available shipping options you’ve set up for each shipment method in your store. This “rate shop” process selects the lowest cost service from the available options for each individual package’s weight and zone.
If an order is lost or damaged in transit and shipped via a carrier and service that offers insurance, that order is eligible for a claim.
If an order is lost or damaged in transit and shipped via a carrier and service that does NOT offer insurance, that order is NOT eligible for a claim.
The table immediately below reflects carriers and services that are not insured and therefore NOT eligible for a claim.
| Destination | Carrier | Service | Eligible for Claim? |
| Domestic | DHL | SmartMail Parcel Ground (< 1 lb) | No |
| Domestic | DHL | SmartMail Parcel Expedited (< 1 lb) | No |
| International | USPS | First Class Package International | No |
| International | DHL | International Packet | No |
| International | DHL | International Standard | No |
The table immediately below reflects carriers and services that are insured and therefore eligible for a claim. These orders are automatically covered up to $100 of the retail value of the items in the order for lost or damaged in transit orders.
| Destination | Carrier | Service | Eligible for Claim? |
| Domestic | UniUni | Ground | Yes |
| Domestic | Veho | Ground Plus | Yes |
| Domestic | DHL | Smartmail Parcel Plus Ground (>1 lb Only) | Yes |
| Domestic | DHL | Smartmail Parcel Plus Expedited (>1 lb Only) | Yes |
| Domestic | DHL | Smartmail Parcel Plus Expedited MAX | Yes |
| Domestic | Amazon | Ground | Yes |
| Domestic | UniUni | Ground | Yes |
| Domestic | USPS | Ground Advantage | Yes |
| Domestic | USPS | Priority | Yes |
| Domestic | FedEx | Ground Economy (Smartpost) | Yes |
| Domestic | FedEx | Home Delivery | Yes |
| Domestic | FedEx | Ground | Yes |
| Domestic | FedEx | 2-Day | Yes |
| Domestic | FedEx | Overnight | Yes |
| Domestic | UPS | 2nd Day Air | Yes |
| Domestic | UPS | Ground | Yes |
| Domestic | Veho | Ground | Yes |
| Domestic | Amazon | Ground | Yes |
| International | USPS | Priority Mail International | Yes |
| International | FedEx | International Ground (CAN Only) | Yes |
| International | FedEx | International Connect Plus | Yes |
If the retail value of the items in the order are greater than $100 for an eligible lost or damaged in transit order, Manifest will file a claim on your behalf with the carrier and award you any additional reimbursement greater than $100 that we receive. If we do not receive any reimbursement greater than $100, unfortunately we cannot provide any further reimbursement to you beyond the $100 already granted.
All eligible claims must be submitted to Manifest within 30 days of shipment.
Please note:
- Reimbursement is for the retail value of the goods only and does not include the fulfillment or shipping costs (of original order or re-shipment).
Not Delivered On-Time (Guaranteed Services Only)
Any order that ships via a guaranteed service (UPS and FedEx 3-Day, 2-Day, and Overnight services ONLY) are eligible for reimbursement at the entire shipping cost if they are not delivered on-time.
Lost in Transit
Eligibility is based on the shipping service utilized, as noted in the Claims Overview above.
To be eligible for a claim and reimbursement, any order shipped via a non-guaranteed service (everything except UPS and FedEx 3-Day, 2-Day, and Overnight services) must have no tracking movement for 15+ days since the last update.
Important Notes
- Any order that was returned to sender is not eligible for a claim or reimbursement.
- We can now file claims for any of the below scenarios. While we cannot "automatically" reimburse you, Manifest will file a claim on your behalf with the carrier and award you any amount reimbursed as part of that claim.
- Delivered Not Received: the tracking shows "delivered" but the customer has confirmed with you that they have NOT received the package
- Mis-Delivered: delivered to the wrong address than what was stated in the Shipping Address at cart checkout
- Damaged After Delivery: following the carrier's drop-off of the package, the package was damaged (e.g. while sitting outside of a recipient's door)
Damaged in Transit
Eligibility is based on the shipping service selected, as noted in the Claims Overview above.
We need photos clearly showing the damage of the units from its journey in transit for any claim to be eligible and for you to be reimbursed.
Liquid Items Policy
If an order contains liquids and there are leaks, bursts, or broken seals in transit, the order is not eligible for claims unless the photos demonstrate that the primary packaging itself was damaged in transit (e.g. a clear puncture of a plastic tube or bottle or broken glass bottles).
Not Delivered On-Time
Eligibility is based on the shipping service selected, as noted in the Claims Overview above.
To be eligible for a claim and reimbursement, any order shipped via a guaranteed service (UPS and FedEx 3-Day, 2-Day, and Overnight services) must have arrived after the guaranteed delivery date or been lost in transit, with no tracking updates at all by the guaranteed delivery date.
Please note that reimbursement is for the shipping cost of the order only if the guaranteed delivery date is not met.
Please also note that carriers’ guaranteed delivery timelines are set in business days, not in calendar days. Weekends and holidays are not counted as part of the timeline.
For example: an order shipping UPS 2-Day Air (guaranteed) order that is imported after 12:00 PM CT (Manifest’s cutoff for same-business day fulfillment) on a Thursday will be fulfilled on Friday. The guaranteed delivery timeline is the following Tuesday.
How to Submit a Claim
- Please verify the eligibility of your lost or damaged in transit or not delivered on-time claim as above
- If eligible, submit your claim via the form here!