Shipments Lost or Damaged in Transit
We understand and realize that damages and losses happen in the world of shipping. As a courtesy for parcel orders shipped through Kaerwell, Kaerwell offers to file claims through the appropriate carrier(s) for orders that are verified to be lost, or were damaged while in transit.
We strongly recommend purchasing additional insurance if you are shipping orders valued over USD $100.
- When can I file a claim?
For any package presumed lost in transit, a claim can be filed fifteen (15) days after the last carrier tracking update. The claim must also be submitted within thirty (30) days of the latest carrier update, otherwise we cannot guarantee the claim will be approved.
For any package damaged in transit, a claim can be made as soon as the customer notices the damage. It must be submitted within thirty (30) days of receipt, otherwise we cannot guarantee the claim will be approved.
- Why should I create a claim?
Both client and customer benefit from claims being approved- it helps to cover the cost of the package shipped, as well as keeping relations with your customers positive. When a customer reaches out to ask where their package is, they are far more likely to be understanding if they understand that you have and are doing everything in your power to ensure that their order is safely delivered to them, or a replacement will be sent in the case of damaged product. This is where a claim comes in, to help your business not eat the cost of additional shipments. Oftentimes this process can take several days on the carrier’s side to file, investigate, and approve or reject the claims, so it is important that as much information as possible is given in a timely manner.
How do I submit a claim?
As the shipper, all packages shipped through Kaerwell must use our account to submit a claim. Luckily all of our clients can assist us in this process! Simply reach out to Robert Talerico via Ryver with the following information:
- Order number
- Client name
- Tracking number
- Date tracking last updated
Please note important timelines largely created based on carrier policies:
| Claim Type | Tracking and Timeline | Required Information |
| Lost in Transit | After 15 days have passed since the last carrier tracking update (must be submitted within 30 days of the delivery date). | Shipping Number (a six-digit number) Order / Reference number Customer name Tracking Number and carrier Latest carrier update date |
| No Carrier Tracking | After 15 days have passed since the last carrier tracking update (must be submitted within 30 days of the delivery date). | Shipping Number (a six-digit number) Order / Reference number Customer name Tracking Number and carrier Latest carrier update date |
| Damaged in Transit | As soon as your customer notifies you of damages (must be submitted within 30 days of the delivery date). | Shipping Number (a six-digit number) Order / Reference number Customer name Tracking Number and carrier Pictures of the package and the damage |
Notes:
- If the order is not insured, we cannot place claims with carriers.
- All claims filed through Kaerwell for packages that were lost in transit or with no carrier tracking must be filed within 30 days (domestic) from the last carrier tracking update.
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- All claims filed through Kaerwell for packages that were damaged in transit must be filed within 30 days from the delivery date (per the carrier’s tracking.)
- Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- For approved claims, we can only refund the order value at the time it was fulfilled.
- For example, if the retail value of a product is $20, and the customer received a discount of $5 off for this order, we would only refund the amount they paid: $15.
- Kaerwell will not file lost in transit claims or offer refunds for orders marked as “Delivered” or orders that have a final scan.
- Kaerwell will not file lost in transit claims or offer refunds for orders marked as if the tracking says “Arrival in Destination Country.”
- Kaerwell will not file lost in transit claims or offer refunds for orders marked as “Returned to Sender (RTS)”.
- Kaerwell does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide further information from what is shown on their tracking portal.
- In instances of no carrier tracking, since packages are not scanned out of the fulfillment centers immediately upon pickup, the carrier’s support team does not deem the shipment as in their possession.
- We do not cover the shipping or reshipment costs for lost/damaged items.
- If you wish to send a reshipment to your customer, you can create a reshipment in the system to send the item(s) to your customer again by copying the order and modifying it if needed.