Logistics is very complex and unfortunately, sometimes happens that your package gets 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.
We have a dedicated function for opening claim requests for Lost or Damaged packages. Remember, you are eligible to get a full refund* if you pay for insurance. If the package is not insured, you won’t get a refund.
*Full refund includes the price of the shipping, price of the additional services and value of the package included in the customs declaration.
Please, follow these steps in order to open a claim request.
Step 1: Open the Package Details
Open the package details. Go to your account and sent the packages tab. Find the package that has been lost or damaged and click on the green magnifier icon.
Step 2: Place the Claim Request
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.
[number of days]
[number of days]
|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|
|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|
The claim request button in the package detail allows the customer to report the Lost and Damaged package.
After clicking OPEN CLAIM – DAMAGED PACKAGE, please, upload pictures of the damaged package.
If your package is 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.