EasyPost provides a streamlined process for filing and managing claims for lost, stolen, or damaged packages. Follow these guidelines to ensure a smooth claims process.
Claim Types and Filing Deadlines
EasyPost Insurance covers packages that are lost, stolen, or damaged after entering the mail stream.
Claim Type Definitions
- Lost: Package began to track but has no delivery scan
- Stolen: Package has a delivery scan but has not been received.
- Damaged: Package has been delivered, but the contents are damaged.
Claim Filing Deadlines
- Lost: Between 15 and 60 days after the ship date for US Domestic shipments. International shipments: 30-90 days
- Stolen: No later than 30 days after the ship date.
- Damaged: No later than 30 days after the ship date.
File a Claim
Claims can be filed using the EasyPost Claims Form or selecting File a Claim on the EasyPost dashboard. Follow these best practices to streamline the claims process and avoid common mistakes:
Gather the Facts
- Determine the item's value by reviewing invoices, recent appraisals, or resale value.
- Assess potential risks, such as unregulated temperatures, rough handling, and accidental falls.
Review the EasyPost Insurance Policy
Understand what items are not covered, such as:
- Coins, bullion, loose diamonds or stones
- Jewelry, rock slabs
- Stocks, bonds, currency, deeds
- Evidence of debt, traveler's checks, money orders
- Gift certificates, calling cards, lottery tickets, event tickets
- Other negotiable documents
- Parcels damaged during a customs seizure.
- Parcels that did not have an acceptance scan by the carrier.
Review the full policy to ensure the parcel does not fall within the exceptions. If needed, consider purchasing additional insurance through the carrier or manufacturer.
Required Evidence for Insurance Claims
The table below outlines the necessary evidence for each type of claim. Providing the appropriate documentation ensures claims can be processed efficiently.
| Claim Type | Customer Communication | Invoice | Additional Evidence |
| Lost | Required | Required | None |
| Stolen | Required | Required | Proof of theft (e.g., police report, video evidence). |
| Damaged | Required | Required | Photos of the actual damage. In some cases, additional photos may be requested, including internal and external packaging, or the shipping label. |
Customer Communication: Must include the customer’s name and email, and should match the name and address on the tracking information. This can be a screenshot, an email export, or a PDF.
Invoice: Must clearly show the recipient’s first and last name and address, and these must match the intended delivery information.
Additional Evidence: Depending on the claim type, further documentation may be requested to support the claim.
Shipping Best Practices
Pack Items Appropriately
- Follow the specific packing guidelines for the carrier used:
- Ensure items cannot move within the box. Wrap and pad carefully to prevent movement during shipping.
- Avoid reusing shipping boxes. Even the best boxes can become compromised after one use.
- Use custom boxes for items such as electronics, live plants, posters, and musical instruments.
Document Everything
- Maintain documentation for the item, including the invoice and any communication with the customer.
- Take photos of the item before shipping, including wrapping, packaging, box, and label.
- If concerned about damage, take dated pictures from all angles and store the photos electronically until the item is received.