In the world of shipping, protecting your merchandise is paramount—both in transit and while stored in our facilities. Jetpack offers comprehensive insurance options for parcel and freight shipments, combined with a streamlined claims process when the unexpected happens. Whether you’re dealing with a lost package, damage in transit, or a shipment experiencing no carrier tracking, understanding your coverage options and the claims process ensures you can protect your business and serve your customers with confidence. This guide walks you through everything from adding insurance to your orders to submitting claims and understanding reimbursement policies.
How Jetpack Helps with Claims and Insurance
Jetpack provides insurance coverage and claims assistance for shipments that experience loss or damage during transit. When a package shipped from a Jetpack fulfillment center is lost or damaged by a carrier, Jetpack will assist you by submitting a carrier claim on your behalf. Key aspects of Jetpack’s approach:- Flexible insurance options for both parcel and freight shipments
- Streamlined online claims submission through a dedicated claims portal
- Clear policies and timelines for different claim types
- Automated and manual processing depending on claim complexity
- Transparent reimbursement policies based on actual product value
Adding Insurance to Orders
Protect shipments with parcel and freight insurance options
Parcel Claim Policies
Eligibility requirements, timelines, and documentation needs
Submitting Claims
Quick online claims form and status tracking
Freight Claims and Policies
Freight shipment claims and $500 courtesy coverage
Insuring Your Inventory
Protect stored merchandise with proper insurance coverage
Understanding Insurance Options
Jetpack offers different insurance coverage depending on whether you’re shipping parcels or freight. Each option has specific pricing, coverage limits, and requirements.| Insurance Type | Cost | Maximum Coverage | Key Requirements |
|---|---|---|---|
| Parcel Insurance | 1.875% of insured value plus fulfillment cost | $5,000 USD per parcel |
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| Freight Insurance | 1-2% of insured value plus fulfillment cost | Must not exceed actual goods value |
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| Courtesy Coverage (Parcel) | No charge | $100 USD retail value for D2C/B2C |
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| Courtesy Coverage (Freight) | No charge | $500 USD manufacturing value |
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Insurance values are always in USD, regardless of your order currency. Insurance through Jetpack is provided via a policy issued by Cabrella Parcel Insurance.
Claim Types and Coverage
Different claim types have different eligibility requirements, timelines, and reimbursement policies. Understanding which applies to your situation helps ensure your claim is processed successfully.| Claim Type | Eligibility | When to File | Filing Deadline | Reimbursement Coverage |
|---|---|---|---|---|
| Damaged in Transit (Parcel) |
| As soon as customer notifies you | 30 days from delivery date | Retail value of damaged products only (up to $100 or carrier limit) |
| Lost in Transit (Domestic) |
| After 15 days from last tracking update | 45 days from last tracking update | Retail value of lost products (up to $100 or carrier limit) |
| Lost in Transit (International) |
| After 20 days from last tracking update | 50 days from last tracking update | Retail value of lost products (up to $100 or carrier limit) |
| No Carrier Tracking |
| After EDD is breached | 30 days from EDD | Fulfillment cost only (not product value) |
| Damaged in Transit (Freight) |
| After delivery with noted damage | 4 business days after delivery | Manufacturing value up to $500 USD |
| Lost in Transit (Freight) | ShipBob-arranged freight | After reasonable wait time | 90 days from ship date | Manufacturing value up to $500 USD |
Quick Reference: Key Policies
Understanding these critical policies helps you make informed decisions about insurance coverage and claims submission.| Policy Area | What You Need to Know |
|---|---|
| Maximum Liability | Jetpack’s liability for parcel claims shall not exceed the lesser of USD $100 or the carrier’s loss limitation per affected order. Freight claims are covered up to $500 USD manufacturing value as a courtesy. |
| Reimbursement Basis |
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| What’s NOT Covered |
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| Split Order Coverage |
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| Prepaid Labels | Insurance cannot be added to prepaid shipments. Contact carrier directly for claims on prepaid labels. |
| Over-Insurance | Jetpack reserves the right to adjust or deny coverage if declared value exceeds actual goods value or coverage limits. |
| Returned to Sender | No claims or refunds for RTS orders unless you insured the order in the Jetpack dashboard. |
| Amazon Shipping | Must provide refund or replacement in Amazon Seller Central for damaged/lost orders shipped via Amazon Shipping. |
| No Carrier Tracking Impact | Once reimbursed for fulfillment cost under no carrier tracking policy, shipment no longer qualifies for lost in transit claim. |
| Freight POD Requirements |
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| Inventory in Storage | Jetpack’s Terms of Service (Sections 13 and 16.7) contain liability limitations and exclusions for merchandise in storage. Securing your own first-party property insurance is strongly recommended. |
Submitting Claims Made Easy
Jetpack has streamlined the claims process with an online submission form that takes just minutes to complete: Submit Your Claim: https://www.shipwithjetpack.com/claims This dedicated claims portal allows you to:- Submit parcel and freight claims in one place
- Upload required documentation directly
- Receive immediate confirmation of submission
- Track claim status via dedicated Slack channel
Automated vs. Manual Processing: Claims that qualify for automated processing receive immediate responses and credits within 1-2 minutes. Claims requiring manual review receive updates from the dedicated claims team within 3-5 business days.
Required Documentation Checklist
Before submitting a claim, gather the appropriate documentation to ensure your claim can be processed without delays: For Damaged in Transit (Parcel):- Retail invoice for the affected order
- Screenshot of customer communication confirming damage
- Photos depicting all damages to product and packaging
- Tracking information
- Retail invoice for the affected order
- Tracking information showing no delivery confirmation
- DOR form signed by customer (UK Evri shipments only)
- Tracking information showing no initial scan
- Confirmation that estimated delivery date (EDD) has been breached
- Proof of Delivery (POD) with damage clearly noted
- Photos of product damage (packaging damage alone is insufficient)
- Driver signature acknowledging damage
- Documentation of stretch wrap condition if applicable
- Freight paperwork showing shipment details
- Tracking information showing no delivery confirmation
Let’s Dive Deeper
Adding Insurance to Orders
Learn how to add parcel and freight insurance with step-by-step instructions
Parcel Claim Policies
Detailed policies for damaged, lost, and no tracking parcel claims
Submitting Claims Online
Quick guide to the online claims submission process
Freight Claims
Freight claim policies, documentation, and processing timelines
Insuring Stored Inventory
Understand liability limitations and protect your merchandise in storage
Questions? Contact Jetpack Care.
If you have any questions about insurance coverage, the claims process, or need assistance with a specific claim, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!