If an order was lost or damaged in transit, you may be eligible to file a claim for reimbursement. Eligibility depends on the carrier and service used and the specific circumstances of the loss or damage. All eligible claims must be submitted within 30 days of shipment.
Before you file: confirm eligibility
An order is eligible for a lost in transit claim only if all three of the following are true:
The tracking does not show "delivered." It has been 15 or more days since the last tracking update. The order shipped via a carrier and service that is covered by insurance.
If all three conditions are met, the order is eligible and you can submit a claim. If any one condition is not met, the order is not yet eligible — if the 15-day threshold has not been reached, continue monitoring tracking and resubmit once it has.
Covered carriers and services:
The following carriers and services are NOT covered and are not eligible for a claim regardless of circumstances: DHL SmartMail Parcel Ground under 1 lb, DHL SmartMail Parcel Expedited under 1 lb, USPS First Class Package International, DHL International Packet, DHL International Standard.
All other domestic and international carriers and services listed in Manifest's rate card are covered up to $100 of the retail value of the items in the order.
Reimbursement amounts:
Eligible orders are automatically covered up to $100 retail value. If the retail value exceeds $100, Manifest will file a claim with the carrier on your behalf and pass through any reimbursement received above $100. If the carrier does not approve reimbursement above $100, no additional reimbursement beyond the initial $100 can be provided. Reimbursement covers retail value of goods only — fulfillment costs and shipping costs are not reimbursable.
Special circumstances:
Delivered Not Received: if tracking shows delivered but your customer confirms they did not receive the package, Manifest will file a claim with the carrier on your behalf. Reimbursement is not automatic — it is contingent on the carrier approving the claim. Manifest will pass through any reimbursement received.
Mis-Delivered: if the package was delivered to a different address than the shipping address on the order, Manifest will file a claim with the carrier on your behalf. As with Delivered Not Received claims, reimbursement is not automatic and depends on the carrier's decision.
Damaged in Transit: photos clearly showing the damage are required for the claim to be processed. If eligible, reimbursement up to $100 is automatic. For retail values exceeding $100, Manifest will file a claim with the carrier and pass through any additional reimbursement received.
Liquid items: leaks, bursts, or broken seals are not eligible unless photos show the primary packaging itself was damaged in transit (e.g. a punctured bottle or broken glass).
Orders returned to sender are not eligible for a claim under any circumstances.
Late delivery (guaranteed services only):
If an order shipped via a guaranteed service — UPS or FedEx 3-Day, 2-Day, or Overnight only — and was not delivered by the guaranteed date, you are eligible for reimbursement of the full shipping cost. Note that guaranteed delivery timelines are calculated in business days; weekends and holidays do not count. For example, a UPS 2-Day Air order fulfilled on a Friday has a guaranteed delivery date of the following Tuesday.
How to submit:
Confirm your order meets the eligibility criteria above, then submit via the Claim Form.