My item arrived damaged, what do I do?

Last Updated: Dec 31, 2018 10:00AM EST

MerchNow is not responsible for any order damaged in transit.

If you chose an insured shipping method
you can file a claim with the shipping carrier. 


The following shipping methods are insured:
  • UPS GROUND up to $100* 
  • UPS 3 DAY SELECT up to $100*
  • UPS 2 DAY AIR up to 100*
  • UPS NEXT DAY AIR up to $100*
  • USPS PRIORITY MAIL up to $50*
  • USPS INTERNATIONAL PRIORITY MAIL up to $200* 
 
​Below you will find helpful links and instructions for filing an insurance claim on a damaged package. 
 

FILING A DAMAGED PACKAGE CLAIM WITH UPS 



Be sure to keep your original packaging, take pictures of the damages, and keep everything until the claim process is complete. In some cases they may request to see the way the package arrived and/or the damages. The more information you can provide the better chance you'll have at a successful claim.  

Watch how to submit a claim 

1) To Start your claim you will need to log in using your existing UPS account or create a free account. 

2) Identify your role (you are the consignee or receiver) 

3) Enter detailed package information, being as specific as possible.  
  • Describe the damaged merchandise, including the product, brand name, size, color, quantity etc. 
  • Upload photos of the damaged item, damaged packaging, shipping label with tracking number, and if possible the dimensions of the packaging. 

Review Merchandise and Photo Documentation Requirements 

Watch How to Take Good Photos for Your Claim 

4) Once you've uploaded all your evidence you can submit your claim. 

For more information you can visit the
UPS help site 



 

FILING A DAMAGED PACKAGE CLAIM WITH USPS 
 

Be sure to keep your original packaging, take pictures of the damages, and keep everything until the claim process is complete. In some cases they may request to see the way the package arrived and/or the damages. The more information you can provide the better chance you'll have at a successful claim.  

1)
Start your claim 

2) Sign in with your user name & password. New users can register at usps.com 

3) Enter your tracking number and the shipping date

4) Enter your delivery address and claim details. 

5) Select the reason for filing a claim.

6) Upload proof of value (picture of your MerchNow invoice) 

7) Review your claim information and submit. 


For more information please visit the USPS claims help section 

Once you've submitted your claim if you have any additional questions or need further assistance please feel free to contact us 

Need Help?

  • Still can't find an answer? Email us!
  • Please be sure to search for your question before submitting an email!

    General questions have most likely already been answered!


    Feel free to also give us a call:

    Toll Free: (888)-387-3343

    International Customers: +1(518)-458-9563

    We are in the office Monday thru Friday, 9AM-5PM Eastern Time.
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