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When freight shipments are lost or damaged in transit, understanding the claim process and documentation requirements helps ensure timely resolution. Jetpack provides courtesy reimbursement up to $500 for validated freight claims on Jetpack-arranged shipments.

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Reimbursement Policy for Freight Claims

Jetpack reimburses validated freight claims for lost or damaged shipments up to $500 USD of the manufacturing value as a courtesy for Jetpack-arranged freight (inbound or outbound).

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Coverage Limits and Requirements

Coverage TypeDetails
Standard Courtesy Coverage
  • Up to $500 USD manufacturing value
  • Applies to Jetpack-arranged freight only
  • Covers validated lost or damaged shipments
Shipments Over $500
  • Additional insurance strongly recommended
  • No reimbursement without insurance
Non-Covered Shipments
  • Freight shipments valued over $500 without insurance
  • Non-Jetpack-arranged freight shipments
Reimbursement Calculation
  • Limited to manufacturing value only
  • Calculated per specific product confirmed lost or damaged
  • Not based on total order value
Reimbursement is calculated based on the manufacturing value of specific products confirmed as lost or damaged, not the total order value. For example, if a shipment contains two products valued at $5 each (total order value: $10), and only one item is damaged, Jetpack will reimburse $5.
Shipping and reshipment costs are not covered for lost or damaged items. Claims reimbursement applies only to the manufacturing value of the products themselves.

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How to Submit Freight Claims

To file a claim for lost or damaged freight, submit your claim online with all required documentation: Submit Claims Online: https://www.shipwithjetpack.com/claims This quick online form streamlines the claims process and ensures all necessary information is captured upfront.

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Claim Filing Timelines

Claims must be filed within specific timeframes to be eligible for processing. Missing these deadlines means your claim cannot be processed.
Claim TypeDeadlineDetails
Lost in TransitWithin 90 days of ship date
  • Must be filed within 90 days from original ship date
  • Claims submitted after 90 days cannot be processed
Damaged in TransitWithin 4 business days of delivery
  • Must be submitted within 4 business days after delivery
  • Issue must be noted on delivery paperwork
For damaged freight claims, the damage must be noted in the paperwork at the time of delivery. If damage is not recorded on the delivery documentation, the carrier will mark the shipment as cleared, and your claim may be denied.

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Documentation Requirements

Proper documentation is essential for freight claim validation. Missing or incomplete documentation will delay or invalidate your claim.

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Required Documentation for Damage Claims

RequirementDetails
Photographic Evidence
  • Clear photos of product damage required
  • Damage to packaging alone is insufficient
  • Product itself must be visibly damaged
Proof of Delivery (POD)
  • Clearly note any damage or shortages on POD
  • Driver must sign the POD acknowledging damage
  • Never sign as “Subject to Inspection” - this is not valid
Freight Retention
  • Retain damaged freight and original packaging
  • Must be available for inspection or salvage
  • Keep until claim is fully resolved
Stretch Wrap Condition
  • Document torn, missing, or repackaged stretch wrap
  • Photograph and report immediately
Your Proof of Delivery (POD) must meet specific requirements for claim validation:
  • Clearly note any damage or shortages on the POD document
  • Do NOT sign the POD as “Subject to Inspection” - this is not considered valid documentation
  • Ensure the driver signs the POD, acknowledging any damage
Failing to properly document damage on the POD at delivery may result in claim denial.

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What Doesn’t Qualify for Reimbursement

Packaging Damage Only: Damage to packaging alone is not sufficient for reimbursement. The product itself must be damaged to qualify for a claim.

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Claim Processing Timeline

Once submitted, freight forwarders follow legal timeframes for claims processing:
Processing StageTimelineDetails
Acknowledgment and Investigation30 business days
  • Freight forwarder acknowledges claim receipt
  • Investigation begins
Claim Completion and Reimbursement120 business days
  • Claim investigation completes
  • Reimbursement provided if validated
Claims processing can take up to 120 business days to complete. These timelines are set by freight forwarder regulations and apply to all freight claims in the industry.

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Let’s Dive Deeper

Claims and Insurance Overview

Back to the main claims guide

Adding Insurance to Orders

Learn about additional insurance options for freight

Parcel Claim Policies

Parcel claim policies and timelines

Submitting Claims

Quick online claims submission process

Using Our Freight Services

Freight coordination and accessorial services

B2B Fulfillment Overview

Our approach to business fulfillment
Jetpack

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Questions? Contact Jetpack Care.

If you have any questions or run into issues with your freight claim, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!