Jetpack assists merchants with carrier claims for packages lost or damaged in transit from Jetpack fulfillment centers. Understanding claim eligibility, timelines, and documentation requirements ensures smooth resolution when shipments go missing or arrive damaged. This guide covers the complete claims process from filing to reimbursement.
Liability Limits
Jetpack’s liability for lost or damaged shipments is limited as follows:- Maximum liability: USD $100 or the carrier’s loss limitation per order, whichever is less
- Exclusions: Original shipping costs and reshipment costs are not covered in claim reimbursements
- Insured value cap: USD $5,000 per parcel maximum
- Insurance cost: 1.875% of insured value
Key Reimbursement Rules
What Gets Reimbursed
- Retail value of confirmed damaged or lost items only
- Refund amount is based on the order value at fulfillment time (accounts for customer discounts, promotions, and coupons applied)
- Only the product value is reimbursed—shipping costs are excluded
What Doesn’t Get Reimbursed
- Original shipping costs
- Reshipment costs
- Order fulfillment fees
- Packaging costs
- Insurance premiums (unless insured package is lost/damaged)
Over-Insured Claims: If you insure a shipment for more than its actual retail value, Jetpack may adjust or deny the claim to match the true product value. Always insure shipments for their accurate retail value.
Claim Eligibility
Accepted Claims
Claims are accepted for:- Orders shipped with Jetpack-purchased labels (Jetpack arranged shipping)
- Orders shipped with Jetpack-arranged freight (LTL, FTL shipments)
Recommended Alternative
For orders shipped with prepaid labels or self-arranged freight, Jetpack recommends you contact the carrier directly to file claims, as you have a direct contractual relationship with the carrier.Claims Timeline & Requirements
Different claim types have specific timeframes and documentation requirements:- Damaged in Transit
- Lost - Domestic
- Lost - International
- No Tracking Updates
- Misdelivery
Damaged in Transit
When to file: Within 30 days of delivery dateRequired documentation:- Retail invoice showing product value
- Customer communication confirming damage
- Photos of damaged product and packaging
- Must provide proof of prior refund or replacement to customer before claim submission
File damage claims promptly after customer reports damage. Delays in filing may result in claim denial if the 30-day window expires.
Common Denial Reasons
Claims may be denied for the following reasons:Order Marked “Delivered”
Jetpack will not file lost-in-transit claims or offer refunds for orders marked as “Delivered” unless carrier-confirmed misdelivery is provided.International Orders Arrived in Destination Country
International orders are denied once an “Arrival in Destination Country” scan is received from the carrier. After this scan, the package is in the destination country’s postal system, and delays or losses become the responsibility of the local carrier.”Returned to Sender” Status
Orders with a carrier status of “Returned to Sender” are denied unless the shipment was insured. If insured, RTS claims follow the insured package claims process.Claims Exceed Timeline Requirements
Claims filed outside the specified timelines (15/20 days for lost, 30 days for damaged/misdelivery, 45/50 days maximum submission window) will be denied.Insurance and Claims
Insured Shipments
If you purchased parcel insurance through Jetpack’s partnership with Cabrella Parcel Insurance, insured shipments have different claim processes and higher coverage limits. See the Insurance Options page for complete details on insurance coverage, costs, and claims procedures.Courtesy Coverage
Orders without purchased insurance are covered by Jetpack’s courtesy coverage:- Maximum coverage: USD $100 or carrier’s loss limitation (whichever is less)
- Applies automatically to all Jetpack-shipped orders
- No additional cost
Purchasing insurance voids courtesy coverage: If you insure a shipment, the insured amount replaces the $100 courtesy coverage. Ensure you insure for the full product value if it exceeds $100.
Related Resources
- Insurance Options - Add insurance to high-value shipments
- Terms of Service - Legal liability limits (Clause 13)
- Turnaround Times + SLAs - Claims processing timelines
- Returns - Returns processing for RTS shipments