At Shipmates, we are committed to providing secure and reliable shipping services. However, in the event of a lost or damaged shipment, the claim process must be handled directly with the carrier used (UPS, DHL, FedEx, or others).

1. Carrier Claims

• If a package is lost or damaged, a claim must be filed with the corresponding carrier.

• The carrier will determine the compensation amount based on their policies and coverage.

2. Shipping Insurance

• If the shipment was insured with an additional policy, the claim process will be handled directly with the insurance provider.

• The insurance company will evaluate the case and determine the applicable compensation amount.

3. Refund and Compensation Processing

• Once the claim is approved by the carrier or insurer, the authorized amount will be issued to the customer.

• Refunds and compensations will be issued via check and sent to the address of the customer who requested our services.

Payments made by credit or debit card are non-refundable directly by Shipmates. All compensations depend on the evaluation and approval of the carrier or insurance provider.