Policies

  • PDF

PackShip USA has set forth the following guidelines to share with our customers about how our claims process works:

PackShip USA

1. INSPECT AT THE TIME OF DELIVERY.

In order to ensure that a smooth and accurate delivery occurs, we will contact the receiving party (known as the consignee) when an order is shipped to provide receiving instructions.  Those instructions advise the consignee that the order has been shipped, who the carrier is, how to contact them, the estimated arrival date, details about the delivery, and importantly, that they will need to INSPECT THE PIECES THAT THEY ARE RECEIVING AT THE TIME OF DELIVERY.  Each carton should be examined for signs of damage and mishandling.  If there is noticeable or questionable damage to the container, you must open and inspect.  

2. NOTE ANY DAMAGE ON THE DRIVER DELIVERY RECEIPT.

The receiver and the driver should agree on the condition of the contents, and the freight bill (or delivery receipt) noted to reflect such a condition.  Specific notations greatly reduce the chance of controversy when the claim is filed.  Do not attempt to document anything on the delivery receipt other than the objective findings.  Even if a shipment is damaged, it should be received by the consignee.   

3. NOTIFY PACKSHIP USA RIGHT AWAY.

Any exceptions in condition to items noted after the delivery receipt is signed clear (concealed damage) are handled on a case - by - case basis.  PACKSHIP USA MUST BE NOTIFIED OF CONCEALED DAMAGE WITHIN TEN DAYS OF RECEIPT OF THE ORDER for a claim to be considered.  Regulations concerning concealed damages have been set forth in the Interstate Commerce Commission’s ruling under Ex Parte 263 which states, “It is incumbent upon the consignee to offer reasonable evidence to the carrier’s representative when the inspection is made that the loss or damage was not incurred by the consignee after the delivery of the shipment by the carrier.”      

PackShip USA will assist in the resolution of the claim by working with the consignee, store and carrier.  Resolution of the claim can include repairing the item, selling the items for salvage, or replacing the item.  It is the legal obligation of the receiver to make every reasonable effort to mitigate (reduce) the loss.  Mechanical or electrical failure upon delivery is not covered unless there is evidence of external damage to the insured item.    

4. OTHER CLAIM CONSIDERATIONS.

Consequential losses and time off work to receive a delivery are not subject to loss claim.  Please call PackShip USA at 800-548-0852 if you are experiencing difficulties making your appointment arrangements.  Carriers do an excellent job in delivering many shipments each day, but at times are forced to reschedule deliveries due to weather, equipment and scheduling difficulties, or other unforeseen circumstances.   

5. SEND PICTURES TO This e-mail address is being protected from spambots. You need JavaScript enabled to view it FOR FASTER FILING.

If an item is damaged and a claim is to be filed, the claims process begins with the submission of photographs.  The photos can be mailed to us, or emailed to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .   Every effort will be made to settle the claim in a timely, fair and reasonable way.

Items that PackShip USA packages and releases are insured by PackShip USA while the items are in transit with PackShip USA’s carrier.  Items not packed by PackShip USA are not insured by PackShip USA, and therefore are subject to the terms and conditions for claims settlement as set forth by the carrier of record.  In addition, items that PackShip USA packs that are not shipped by PackShip USA’s carrier are not insured by PackShip USA.

ShipUSA Logistics

This program covers items not released from a PackShip USA location. This information is intended as a guide for companies and individuals who release products from their locations or servicing freight terminals:

  1. When a noted damaged item is refused, please call PackShip USA immediately to advise.
  2. The shipment will be returned to the destination freight terminal and held with request for disposition.  Storage charges can accrue so it is imperative that the claims process move quickly.
  3. The value of the item is established and the extent of damage is evaluated by freight company personnel or an outside inspector, unless the carrier waives their right to inspect the freight based on the value.
  4. Charges for freight return will be billed to the shipper unless the carrier agrees to a non-revenue return for the freight.  This return may be referred to as a free astray return or company business return.
  5. The freight will be received by the shipper who will advise PackShip USA in writing on company letterhead the dollar value of the loss so the claim can be filed.
  6. Charges for the reshipment will be billed to the shipper’s (or responsible party’s) account and reimbursed to the shipping party upon favorable outcome of the claim.
  7. PackShip USA will file the claim for loss against the carrier. The original sale invoice is required to establish the value of the product that was sold.
  8. The claim may include settlement to repair or replace the product, freight costs to return the damaged items and freight costs to ship the replacement or repaired item.
  9. Claim settlement normally occurs in 60 days from the date that the claim is submitted to the carrier.

  1. If a shipment is noted to be damaged and accepted by the consignee, the extent of damage is evaluated by the consignee, an inspector or a third party repair company.
  2. The damaged item is repaired, replacement parts are provided, or an appearance allowance is agreed upon.
  3. The amount of loss is filed against the carrier.
  4. Claim settlement normally occurs in 60 days from the date that the claim is submitted to the carrier.

  1. If a shipment is received and signed for without exception, the consignee must work directly with the carrier to resolve the loss. Notification to the carrier must occur within 15 days.  In this situation, the carrier holds what is considered a clear delivery receipt and will not take liability for the condition of the shipment.  A claim can be filed but historically those claims have been declined or occasionally settled for a small percent of the requested amount.