Coverage and claims
If a parcel is lost or arrives damaged, file a claim from the shipment in your account. The label was bought through our account, so we submit the claim for you, follow it up and email you as it moves.
- Time to file
- Within 5 days of delivery
- For damage or missing items. Damage that showed on the box: within 1 day. A lost parcel: within 30 days of the carrier’s first scan, or 12 days for UniUni.
- Where
- Claims, in your ProtonShip account
- Updates
- By email at every status change
What every label covers
Every label includes the carrier’s basic coverage for the goods inside. For something worth more, enter its value as the coverage value when you buy the label, and each rate in your quote includes the carrier’s charge for covering it.
Declare what the goods are actually worth. A claim is settled on the value of what was lost or damaged, up to the coverage on the label, and paid once and to the extent we receive the carrier’s payment.
Carriers won’t pay damage claims on some goods however much coverage you add, such as glass, ceramics, china and perishables, and anything they prohibit isn’t covered at all. Prohibited and restricted items
Three kinds of claim
Damage that showed on the box can be claimed for 1 day after delivery, other damage and missing items for 5 days, and a lost parcel for 30 days after the carrier's first scan, or 12 days for UniUni. Each shipment in your account shows its last day to file, so report a problem the day you find it.
Lost in transit
The parcel never arrived and tracking doesn't show it delivered.
Within 30 days of the carrier's first scan, or 12 days for UniUni
Arrived damaged
The parcel arrived but the box or what's inside is broken. Needs at least one photo.
Within 1 day of delivery if the box showed it, otherwise 5 days
Items missing
The box arrived but something that was packed in it isn't there.
Within 5 days of delivery
What to have ready
- A sentence or two on what happened
- The value of the goods, and the invoice or receipt that shows it
- Photos of the box, the packing and the damage, for a damage claim
- The box, the packing and the item itself, kept until the claim is settled, in case the carrier asks to inspect them
What happens after you file
- 1Submitted
- 2In review
- 3Approved
- 4Denied
- 5Paid
We submit the claim, follow it up and email you at each step. How long it takes depends on the carrier’s own investigation.
Why claims go through us
Carriers deal with the account a label was bought through. UPS defines the shipper as the account holder. FedEx says a business that resells its labels is the shipper of those parcels. Since March 2026 Purolator only accepts claims from the party that pays it for the shipment, and Canada Post only pays claims to the sender.
So a ProtonShip label is claimed through ProtonShip. You tell us what happened, and we submit the claim and follow it up for you.
How each carrier handles claimsClaims questions
Can my customer file the claim?
No. The label is on your ProtonShip account, so you file it from the shipment. Ask your customer for photos and details if the parcel arrived damaged.
Why can't I claim with the carrier directly?
Carriers deal with the account the label was bought through. UPS, FedEx, Purolator and Canada Post all say so in their own terms, so a ProtonShip label is claimed through ProtonShip.
The tracking says delivered but my customer doesn't have it. Can I claim?
File it as missing items or contact us, and we'll ask the carrier for its proof of delivery. Some carriers won't pay a loss claim when a delivery photo shows the parcel at the right address.
How much coverage do I have?
Every label includes the carrier's basic coverage. Enter the goods' value as the coverage value when you buy the label, and each rate in your quote includes the carrier's charge for covering it. A claim is paid up to that cover, once and to the extent we receive the carrier's payment.
Are some goods not covered?
Yes. Carriers won't pay damage claims on some goods however much coverage you add, such as glass, ceramics and perishables. Anything a carrier prohibits isn't covered at all.
Why is there so little time to claim damage?
A claim goes from you to us and on to the carrier, and each step has a short deadline. The shortest is for damage you can see on the box. Reporting that within 1 day of delivery, and anything else within 5 days, leaves time to pass it on. Each shipment in your account shows its last day to file.
What if the box was damaged when it arrived?
Report it within 1 day of delivery, with photos of the box before it's unpacked if you can get them. If your customer tells you later, file as soon as you hear. Damage found only once the box is opened can be claimed for 5 days.
Will I hear when something changes?
Yes. We email you when the claim is received and each time its status changes, and you can follow it in Claims in your account.
Get early access
Four carriers in one account, with lost and damaged parcels claimed through us.