Need to start a claim for a shipment that's been lost or damaged? We understand this can be a stressful situation, but we're here to guide you through the claim process.
Ultimately, the carrier you choose is responsible for the safe delivery of your shipment. While NTWRK isn't responsible for delivery, our goal is to provide you with all the necessary information to facilitate your claim process.
Who will contact me about a lost or damaged package?
Our Customer Service team will loop you in to any inquiries from customers surrounding a lost or damaged package. They will also provide you with all the necessary imagery and information in order to file a claim.
If a customer has directly contacted you about a lost or damaged item, we kindly request that you funnel them back into our support desk. This eliminates any potential “double communication”.
Some language you can use is found below:
For all inquiries surrounding Drops on NTWRK or orders placed on the NTWRK App please open your app and tap Profile. Customers can select "NEED HELP? ASK HERE" to submit a support ticket with the NTWRK! All inquiries submitted will receive a response within 2 business days from the date of submission.
If you purchased your shipping labels with Shippo, please visit their website Filing a Claim for a Lost or Damaged Shipment for more information, as they may provide you with support.
Claims Process
USPS
If a package is lost in transit or arrives damaged, you can initiate a claim through the following links or you can also contact them by phone at 1-800-275-8777.
Claims must be filed no later than 60 days after the mailing date.
USPS does not offer any coverage on packages shipped via the following service levels:
- International: First Class International
FedEx
You will need to login to your FedEx account and complete an online form here.
Your claim for damaged or missing contents must be submitted no later than 60 calendar days from the shipment date for U.S. packages and 21 calendar days from the shipment date for international packages.
UPS
Claims with UPS can be initiated within 60 days of the scheduled delivery and can take around 8-15 business days to complete.
To file a claim with UPS, please follow this link.
DHL
Claims must be filed within 30 days of the date that DHL accepted the Shipment. Most claims will resolve within ten (10) business days, however the entire claims process can take up to thirty (30) calendar days.
To file a claim, please follow this link.
OTHER CARRIER
If you're using a carrier not included in the list above, we suggest visiting the carrier's website for information on their claims process.