Who do you file a lost or damaged Shopify Shipping claim with?

Which claim route fits your label?

The claim process depends on the carrier and on Shipsurance insurance. Insurance wins: if it was purchased or included, claims for lost, damaged or stolen shipments go to Shipsurance and not the carrier, and the two coverages don't stack.

You may be insured without buying anything: for shipments from the United States, up to $200 USD is included on each eligible label if Shopify Payments is active and your store is on the Grow, Advanced or Plus plan.

Shopify Help Center claims and insurance pages, read October 17, 2026.

All three routes on Shopify's claims page start there. Each claim goes to the carrier or to Shipsurance; none of the Help Center claim, insurance, carrier and label pages we read on October 17, 2026 describes Shopify itself paying for a lost or damaged item.

A lost or damaged claim isn't a label refund either: once a package ships, the voiding page sends you to the carrier with its reference number, and label refunds arrive as shipping label credit, not cash (see what happens when you void a label).

Insured labels: file with Shipsurance

For most shipments, the Shipsurance claim window opens 24 hours after the order ships and closes 120 days from the shipping date, and you can't claim more than the coverage you paid for.

After you file, you receive an email with the claim ID and a link to the Shipsurance portal. Shopify doesn't support insurance claims, so questions go to shopifyclaims@shipsurance.com or 1-866-852-9956.

Once the insurance is cancelled, you can't submit a claim. Our step-by-step Shipsurance claim walkthrough covers the form itself.

USPS, Canada Post, FedEx and Purolator: file with the carrier

Shopify doesn't track or store these claims, including own-account FedEx or UPS rates: File shipping claim only gives you a link to the carrier's own claim form.

Shopify Help Center carrier pages, read October 17, 2026.

FedEx Ground Economy claims have their own limit, 90 days from the shipment date; FedEx late deliveries aren't eligible for reimbursement, and a loss or damage claim waives the FedEx Money Back Guarantee. Shopify's FedEx page also says:

On your own carrier account, FedEx claims go to the FedEx Customer Support Center.

UPS, DHL and other carriers: file through Shopify Support

For these 21 entries, the claim form submits your claim with the carrier through Shopify Support:

• UPS: UPS US, UPS Canada;
• DHL: DHL Express, DHL Express Canada, DHL Express Europe, DHL eCommerce, DHL eCommerce Netherlands, DHL eCommerce Poland, DHL Germany;
• BRT, DPD, Chronopost, Colissimo, Correos, Evri, Mondial Relay, Poste Italiane, Royal Mail, SEUR, InPost UK;
• Purolator, late delivery claims only.

In the form, include the reason, the product's description and category, photos of the damage, packaging and label with the tracking number visible, and the claim amount. Support's reply, not the automated email, carries the reference ticket ID, which also lands on the order timeline. File from a desktop or mobile browser: claim filing isn't supported via the Shopify app.

Late claims are offered only for eligible mail services. Deadlines on the carrier pages we read:

• UPS (US and Canada): notice within 60 days after delivery, or 60 days after the scheduled delivery date for a lost package.
• UPS (US and Canada) late deliveries: a refund request within 15 calendar days of the scheduled delivery date, the ups.com tracking date or proof of delivery, whichever is later.
• UPS US only: UPS Ground Saver parcels that are lost or damaged while USPS holds them, or that are marked as delivered on the tracking website, aren't eligible for a claim.
• DHL Express: within 25 days after pickup; late shipments aren't supported.
• Royal Mail: lost claims from 7 business days after the due delivery date to 37 calendar days from posting; damage within 80 calendar days from posting.
• Purolator late delivery: within 15 days of the billing date.

For the other carriers, check that carrier's page in the Help Center right away: Mondial Relay lost or damaged claims are due within 48 hours of the delivery date, and domestic Chronopost ones within 1 calendar day of the delivery date.