My order was not delivered, now what?

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

 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 LOST PACKAGE CLAIM WITH UPS 

Watch how to submit a claim 

1) To start your claim you will need to sign 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 lost merchandise, including the product(s), brand name, size, color, quantity etc. 
  • Upload photos of your original MerchNow order receipt proving the item(s) ordered & your shipping address. 
  • Provide your tracking number and confirm your address. 
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 LOST PACKAGE CLAIM WITH USPS 
 

1) Start your claim by signing 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 (lost package)

6) Upload proof of value (picture of your MerchNow receipt showing items purchased and your address)

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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