How Do I File A Claim for a Lost or Damaged Package?
A package received with damage, missing contents, or one that has been reported lost, either in transit or after delivery, may be eligible for claim submission.
To request claim submission; simply open a ticket in our support portal (TeamSupport) or send an email to support@redstagfulfillment.com. When creating each respective claim request, be sure to include:
- In the Title/Subject:
- Order or tracking number and reason for the claim
- Ex: (Damage claim for 123456789)
- In the Body:
- Reason for the claim
- Specify which items/SKUs/tracking numbers were damaged
- Attach the order invoice or commercial invoice to be submitted to the carrier as proof of value.
- If the claim is for damaged or missing contents please provided the following photos:
- A photo showing the damaged item and how it was packaged inside the box.
- A close-up photo of the shipping label with tracking number.
- One photo of the outside of the package (showing any damage).Please note: While we can submit the claim without these photos, it's very likely that it will be closed and/or denied by their team.
Example:
"Hi Team,
We have received feedback from the customer that (SKU name) in order (order number) under tracking number (tracking number) arrived damaged. Please file a claim with the carrier for the damages. Attached are the images provided by the customer and an invoice."
Once the request is received, one of Red Stag’s support team members will file the claim on your behalf. After the claim has been processed and reviewed by the carrier, they will provide RSF with their ruling. Our team will update the ticket to notify you if the claim has been approved or denied. If the claim is approved, we will provide the amount received from the carrier, as well as whether or not shipping charges were included. This credit will be received on a future fulfillment invoice.
If the claim is denied, we will provide the carrier's reason for denial and any details they've provided to our team.
Claim Payout Limits (per package)
FedEx:
FedEx only refunds claims up to $100 unless the "declared value" option is applied. FedEx applies a fee of $4.50 for shipments valued between $100.01–$300 and a fee of $1.50 per $100 of declared value for shipments valued in excess of $300 if this option is applied. See page 134 in the 2025 FedEx Service Guide: https://www.fedex.com/content/dam/fedex/us-united-states/services/Service_Guide_2025.pdf
UPS only refunds claims up to $100 unless the "declared value" option is applied. UPS applies a fee of $4.80 for shipments valued between $100.01–$300 and a fee of $1.60 per $100 (or portion of $100.00) of declared value for shipments valued in excess of $300 if this option is applied. Please see page 172 of the 2025 UPS Service Guide: https://www.ups.com/assets/resources/webcontent/en_US/daily_rates.pdf
USPS
USPS only refunds up to $100 unless third-party insurance is purchased on the package.
Loss Due To Theft
Regrettably, Carriers do not accept responsibility for theft once the package is no longer under their care, specifically after it has been delivered to its destination address. From their viewpoint, they consider their obligations fulfilled.
However, we can proceed with a claim if you wish, although the chances of approval are slim. In this scenario, the recommended course of action would be to file a police report for the stolen packages.
Supporting Documents
Carrier proof of delivery shows address matches the destination address.
In cases where the carrier's records show the package was delivered to the correct address, we will be happy to submit a claim to the carrier if you wish, but please be advised that if the customer has no proof that this was misdelivered (such as camera footage) the carrier is not likely to approve the claim.
UPS Damage Claims
UPS may come and physically inspect the damage at the customer's location, so assuming the package doesn't contain a perishable item that is unsanitary to keep, we would advise you to encourage your customer to keep the item and packaging until the claim has been resolved.
USPS Damage Claims - Inspection Request
USPS may request that damaged packaging, product, and any packing material be presented USPS Post Office location closest to the customer's address for physical inspection. Failure to present the items will result in the denial of the claim.
USPS Claim Invoice Requirements
USPS will accept the following payment documents when filing a claim:
- A Dated Sales Receipt
- Paid Invoice
- Credit Card Statement
- A Statement of Value From a Reputable Dealer
- Proof of Completed Internet Payment Transaction
The document must include the following information:
- Purchaser and Seller
- Price Paid
- Date of Transaction
- Description of Item Purchased
- Assurance That the Transaction Status Is Completed.
Claim Filing Timelines By Carrier
FedEx
Lost or undelivered shipment: Claims can be submitted once the expected delivery date has passed -or- if there's not been a tracking update in more than 7 calendar days, but must be filed within nine months of the shipment date.
Damaged or missing contents: Claims can be filed immediately after delivery when damage is noted. Claims for U.S. packages must be filed within 60 calendar days of the shipment date, and for international packages within 21 calendar days
UPS
Lost or undelivered shipments: Claims can be submitted 24 hours after the expected delivery date has passed -or- if there's not been a tracking update in more than 7 calendar days, but must be filed within 60 days of the delivery date or expected delivery date.
Damaged or missing contents: Claims can be filed immediately after delivery when damage is noted, but must be submitted within 60 days of the delivery date or expected delivery date.
USPS
Lost or undelivered shipments: See chart below, as their policy is dependent on which service the package is shipped under. These dates are based on the ship date/package acceptance date.
Damaged/Missing Contents: Can be filed immediately upon delivery, but must be filed no later than 60 days after mailing date.
DHL
Lost or undelivered shipments: Claim requests must be received after 21 days for domestic shipments and 45 days for international, however, no later than 90 days from the date DHL eCommerce first scans the package at one of our Distribution Centers.
Damaged/Missing Contents: Claims for damaged shipments may be filed immediately, but no later than 90 days from first scan.
If you have any questions, please reach out to our team at support@redstagfulfillment.com.
