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: Open the Package Details

Open 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 green magnifier icon. 

open claim details
Open package details

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.

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 Damaged…

The claim request button in the package detail allows the customer to report the Lost and Damaged package.

open claim open claim
Open claim request for the damaged or lost package

After clicking OPEN CLAIM – DAMAGED PACKAGE, please, upload pictures of the damaged package. 

open claim upload pictures
Upload pictures of the damage

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.