How to Open Claim Request?

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

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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).
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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.