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      How to File a Claim for Lost Shipments

      For customers using SKUPREME carrier rates, if your shipment has been lost in transit, you'll need to provide us with the necessary information to file a claim with carrier on your behalf.

      Required Information for All SKUPREME Claims

      To initiate a claim for a lost shipment, please email us at support@skupreme.com with "claim" in the subject line and the following essential information:

      • Tracking Number - The complete tracking number assigned to your shipment
      • Carrier Name - The shipping carrier used (UPS, USPS, FedEx, or DHL)
      • SKUPREME Order Number - Your original order number from SKUPREME

      Without these three pieces of information, we cannot process your claim, so please ensure they are included in your email. If you used SKUPREME carrier rates for shipping, we will submit the claim to the carrier on your behalf.

      Next Steps After Filing with SKUPREME

      After you've submitted your claim information to SKUPREME:

      1. We will acknowledge receipt of your claim information within 1-2 business days
      2. For customers using SKUPREME carrier rates, we will file the claim with the carrier on your behalf
      3. Our team will work with the carrier to investigate the lost shipment
      4. You may be contacted for additional information or documentation
      5. Once the carrier approves the claim, we will credit your SKUPREME account
      6. We will inform you of the outcome and your account credit once the process is complete

      FirstMile Claims Process

      For shipments using FirstMile carrier services, a different claims process applies.

      Types of FirstMile Claims

      • Replacement Claim (Package Never Delivered)
      • Damaged Package Claim (Package Was Damaged In Transit)
      • Newgistic Return Claim (Package Being Returned By Consignee)

      Submitting a FirstMile Claim for Review

      A claim review may be initiated through your customer portal using the Claims Tool tab, or by going to https://claims.firstmile.com. You will be required to submit supporting documents and supply information on the item(s) shipped.

      Required Documentation for FirstMile Claims

      You must submit the required documentation at the time of initiating a claim for review:

      1. Confirmation — Email from consignee confirming that package did not deliver or was damaged

        • File Name: "TrackingNumber"_Confirmation

      2. Item Cost — Documents supporting the wholesale cost of the item lost/damaged in transit (i.e., a Vendor Invoice clearly showing the cost at which the shipper purchased the item, or a Bill of Material if the item is manufactured by the shipper)

        • File Name: "TrackingNumber"_ItemCost

      3. Damaged Packages — Photographs of damaged item(s) and packaging, if applicable. Please include both inner and outer packaging

        • File Name: "TrackingNumber"_Damaged

      For Newgistic packages being returned by the consignee, you will only need to provide the Item Cost/Wholesale invoice. A package will only be eligible for a claim after it has a physical scan from USPS and 7 days after the latest scan. Packages not showing a physical scan indicating it was received by USPS will not be eligible for a claim.

      Time Requirements for Submitting FirstMile Claims

      • Domestic Packages: May submit after 7 days with no updated physical scans; No later than 75 days after shipment date
      • International Packages: May submit after 45 days from first physical scan; No later than 75 days after shipment date

      FirstMile Claim Resolution Timeline

      The FirstMile claim processing period will take up to 30 days from the ship date to receive a final approval or denial (65 days from ship date for international packages). You will be able to monitor all claim submissions and their status through the claims tool in your customer portal.

      FirstMile Claim Reimbursement

      All claims vary based on the merits of the claim investigation. Standard liability covers the following per package (Maximum Payout: $750 per BOL):

      • Packages Under 1 LB - $50
      • Packages Over 1 LB - $100

      The approved claim reimbursement amount will be issued via a Credit Memo that will be applied against invoices.

      Important FirstMile Considerations

      • All shipments must show a physical scan (tracking information) at track.firstmile.com to be eligible for a claim. "Label Generated", "Electronic Notification Received", and "En Route" are not physical scans.
      • The selected services must include Delivery Confirmation tracking to be eligible for claims.
      • FirstMile reserves the right to review and audit the status of all claims prior to Credit Memos being issued, including denying previously approved claims.

      Non-Eligible FirstMile Claims

      • Packages that do not have physical scans
      • Packages showing a "Delivered" scan, "Attempted Delivery" scan, or a "Stop the Clock" scan/event
      • Packages that have been forwarded or returned (International returns are subject to be destroyed and/or abandoned without claim)
      • International packages sent via DHL GM Business Standard or Priority; and DHL GM Packet Priority or Standard do not qualify for claims as Delivery Confirmation is not always available for these service types

      Carrier Liability Limitations and Coverage Options

      When shipping packages within the United States, it's important to understand the standard liability coverage limits of major shipping carriers. These limits affect how much compensation you may receive for lost shipments:

      FedEx

      • Standard Liability: FedEx includes liability coverage up to $100 per shipment at no additional cost.
      • Additional Coverage: Shippers can declare a value exceeding $100 by paying an additional fee.
        • Up to $100,000 per domestic shipment
        • Up to $25,000 for shipments to select international destinations
        • Participation in the Declared Value Advantage program is required for higher coverage

      UPS

      • Standard Liability: UPS provides liability coverage up to $100 per package at no extra charge.
      • Additional Coverage: For declared values over $100:
        • Fee of 1.15% of the declared value applies
        • Maximum coverage is up to $50,000 per package (or $70,000 subject to specific terms)

      USPS

      • Standard Liability: USPS includes insurance coverage for certain services:
        • Priority Mail and Priority Mail Express services include up to $50 or $100 of insurance, depending on the service and payment method
      • Additional Coverage: Additional insurance can be purchased:
        • Up to $5,000 for certain mail classes
        • Cost varies based on the declared value

      DHL

      • Standard Liability: DHL also typically limits liability to $100 for domestic shipments
      • Additional Coverage: Higher declared values can be purchased for additional fees

      FirstMile Added Service Coverage

      Standard FirstMile Liability

      Yes, standard liability covers the following per package (Maximum Payout: $750 per BOL):

      • Packages under 1 lb. - $50.00
      • Packages Over 1 lb. - $100

      Additional FirstMile Service Coverage Options

      To request additional coverage for FirstMile shipments, you may complete the online form by going to the FirstMile Added Service Coverage link.

      When to Submit FirstMile Coverage Requests

      All additional service coverage requests must be submitted on the same day the package is shipped before the package is processed. Any requests submitted after the ship date will be denied. It is best to purchase insurance when the label is created.

      Cost for FirstMile Additional Service Coverage

      Additional Service Coverage can be purchased for $0.99 per $100.00 of coverage per package.

      Example: The value of a 2 lb. package is $500. To cover the package for the full amount requires $400 of additional service coverage (deducting $100 standard liability). The cost for the additional service coverage is $3.96 ($0.99 x 4).

      FirstMile Coverage Billing

      The billing for additional service coverages will be added to your weekly breakdown of postage as a separate line item titled "Added Service Coverage".

      Important Considerations for All Claims

      • Declared Value vs. Insurance: Carrier liability (declared value) is not the same as shipping insurance. Carrier liability limits the carrier's responsibility in case of loss or damage, whereas shipping insurance offers more comprehensive coverage.
      • Proper Packaging Required: Claims may be denied if shipments weren't properly packaged, regardless of declared value or insurance purchased.

      Additional Protection Options for Future Orders

      For future orders, consider these options for better protection:

      • Additional Coverage: For high-value shipments, consider:
        • Declaring a higher value with the carrier (additional fees apply)
        • Purchasing third-party shipping insurance
        • Choosing signature-required delivery services
        • Using address verification for valuable shipments
      • Proper Packaging: Ensure all items are properly packaged according to carrier guidelines, as inadequate packaging can lead to denied claims regardless of declared value or insurance purchased.

      Contact Information

      • For SKUPREME claims questions: support@skupreme.com
      • For FirstMile claims questions: claims@firstmile.com