Logistics is very complex and unfortunately, sometimes happens that packages get damaged or even lost. We are really sorry if you belong to the small percentage of people that experienced trouble like this. But, don’t worry. We are going to show you how to open a claim request for damaged and lost packages so you can get your money back.
Please, follow these steps in order to open a claim request.
Step #1: Go to the Package Details
Go to your account and the ‘Sent Packages‘ tab. Find the package that has been lost or damaged and click on the Open Claim.
Step #2: Place the Claim Request
Choose the type of claim you are looking to open and submit supporting documents(Purchase invoice, Images of damaged item(s), images of the outside and inside of the package) to prevent delays with the claim process.
Information on Categories:
- “Package not delivered to my Planet Express account” is for packages that were marked delivered but has not reflected in your account. These claims can only be opened after 72 hours from the time it was marked delivered. Our staff will do a physical thorough search for the package. If it is not located the claim will be closed and you will need to contact the seller/ merchant to open a claim with the carrier on their end.
- “Package mailed out by Planet Express not delivered to my shipping address” Is for packages that were shipped out and never received.
- “Missing items in package/ Damaged package” is for packages that were received but contents inside the package arrived damaged. Please add information in the “comments” section on the damaged item(s). Also, please attach photos of the damaged item(s).
In the table below, you can find limits and times for opening a claim request.
The OPEN CLAIM button will be available after the number of MIN business days for the Lost package for the maximum amount of days in the MAX column.
The OPEN CLAIM button will be available after the number of MIN business days for the Damaged package for the maximum amount of days in the MAX column.
| Service | Delivery Speed [business days] |
Tracking | Lost package [number of days] |
Damaged package [number of days] |
||||
| MIN | MAX | MIN | MAX | |||||
| International | FedEx | International Economy | 4-7 | full tracking | 7 | 14 | 3 | 14 |
| FedEx | International Priority | 3-5 | full tracking | 7 | 14 | 3 | 14 | |
| DHL | Express Worldwide | 2-4 | full tracking | 7 | 14 | 3 | 14 | |
| Aramex | Priority Parcel Express | 5-8 | full tracking | 14 | 30 | 5 | 30 | |
| Aramex | Economy Parcel Express | 8-12 | full tracking | 14 | 30 | 5 | 30 | |
| USPS | Priority | 10-12 | slow update | 30 | 45 | 15 | 45 | |
| USPS | Express | 7-10 | slow update | 30 | 45 | 15 | 45 | |
| Postal Service | Fully Tracked | 10-12 | slow update | 30 | 45 | 15 | 45 | |
| Planet Mail | Economy | 30 | no tracking | 45 | 60 | 15 | 60 | |
| Planet Mail | Express | 17-25 | basic tracking | 45 | 60 | 15 | 60 | |
| Domestic | FedEx | FedEx Express Saver | 1-4 | full tracking | 7 | 14 | 1 | 14 |
| FedEx | FedEx Ground | 2-5 | full tracking | 7 | 14 | 1 | 14 | |
| Domestic | USPS Priority | 2-4 | full tracking | 7 | 14 | 1 | 14 | |
| Domestic | USPS First Class | 4-6 | full tracking | 10 | 25 | 2 | 25 | |
| United Kindom | FedEx | International Economy | 4-7 | full tracking | 7 | 14 | 3 | 14 |
| FedEx | International Priority | 3-5 | full tracking | 7 | 14 | 3 | 14 | |
| DPD | Classic | 3-6 | full tracking | 7 | 14 | 3 | 14 | |
| Planet Mail | Premium | 7-10 | full tracking | 30 | 45 | 15 | 45 | |
Your Package Has Been Lost…
If your package was lost, click the OPEN CLAIM – LOST PACKAGE and wait until we resolve it with the carrier. This can take up to 30 business days so please, be patient.
Once we process the claim request, you will be refunded to your Planet Express account the price of the shipping, the value of the package you filled in the customs declaration, and the costs of additional services. You can also request refunding the money to your PayPal.