PackShip USA Claims Process Guidelines and Policies

PackShip USA has set forth the following guidelines to share with our customers about how our claims process works:


    In order to ensure that a smooth and accurate delivery occurs, we will contact the receiving party (known as the consignee) when an order is shipped to provide receiving instructions. Those instructions advise the consignee that the order has been shipped, who the carrier is, how to contact them, the estimated arrival date, details about the delivery, and importantly, that they will need to INSPECT THE PIECES THAT THEY ARE RECEIVING AT THE TIME OF DELIVERY. Each carton should be examined for signs of damage and mishandling. If there is noticeable or questionable damage to the container, you must open and inspect.


    The receiver and the driver should agree on the condition of the contents, and the freight bill (or delivery receipt) noted to reflect such a condition. Specific notations greatly reduce the chance of controversy when the claim is filed. Do not attempt to document anything on the delivery receipt other than the objective findings. Even if a shipment is damaged, it should be received by the consignee.



    Any exceptions in condition to items noted after the delivery receipt is signed clear (concealed damage) are handled on a case - by - case basis. PACKSHIP USA MUST BE NOTIFIED OF CONCEALED DAMAGE WITHIN FIVE DAYS OF RECEIPT OF THE ORDER for a claim to be considered. Regulations concerning concealed damages have been set forth in the Interstate Commerce Commission’s ruling under Ex Parte 263 which states, “It is incumbent upon the consignee to offer reasonable evidence to the carrier’s representative when the inspection is made that the loss or damage was not incurred by the consignee after the delivery of the shipment by the carrier.”

    PackShip USA will assist in the resolution of the claim by working with the consignee, store and carrier. Resolution of the claim can include repairing the item, selling the items for salvage, or replacing the item. PackShip USA reserves the right to repair what can be (fully) repaired. It is the legal obligation of the receiver to make every reasonable effort to mitigate (reduce) the loss. Mechanical or electrical failure upon delivery is not covered unless there is evidence of external damage to the insured item.


    Consequential losses and time off work to receive a delivery are not subject to loss claim. Please call PackShip USA at 800-548-0852 if you are experiencing difficulties making your appointment arrangements. Carriers do an excellent job in delivering many shipments each day, but at times are forced to reschedule deliveries due to weather, equipment and scheduling difficulties, or other unforeseen circumstances.


    If an item is damaged and a claim is to be filed, the claims process begins with the submission of photographs. The photos can be mailed to us, or emailed to Every effort will be made to settle the claim in a timely, fair and reasonable way.

    Items that PackShip USA packages and releases are insured by PackShip USA while the items are in transit with PackShip USA’s carrier. Items not packed by PackShip USA are not insured by PackShip USA, and therefore are subject to the terms and conditions for claims settlement as set forth by the carrier of record. In addition, items that PackShip USA packs that are not shipped by PackShip USA’s carrier are not insured by PackShip USA.

Packship Logistics

This program covers items not released from a PackShip USA location. This information is intended as a guide for companies and individuals who release products from their locations or servicing freight terminals:

  1. When a noted damaged item is refused, please call PackShip USA immediately to advise.
  2. The shipment will be returned to the destination freight terminal and held with request for disposition. Storage charges can accrue so it is imperative that the claims process move quickly.
  3. The value of the item is established and the extent of damage is evaluated by freight company personnel or an outside inspector, unless the carrier waives their right to inspect the freight based on the value.
  4. Charges for freight return will be billed to the shipper unless the carrier agrees to a non-revenue return for the freight. This return may be referred to as a free astray return or company business return.
  5. The freight will be received by the shipper who will advise PackShip USA in writing on company letterhead the dollar value of the loss so the claim can be filed.
  6. Charges for the reshipment will be billed to the shipper’s (or responsible party’s) account and reimbursed to the shipping party upon favorable outcome of the claim.
  7. PackShip USA will file the claim for loss against the carrier. The original sale invoice is required to establish the value of the product that was sold.
  8. The claim may include settlement to repair or replace the product, freight costs to return the damaged items and freight costs to ship the replacement or repaired item.
  9. Claim settlement normally occurs in 60 days from the date that the claim is submitted to the carrier.
  1. If a shipment is noted to be damaged and accepted by the consignee, the extent of damage is evaluated by the consignee, an inspector or a third party repair company.
  2. The damaged item is repaired, replacement parts are provided, or an appearance allowance is agreed upon.
  3. The amount of loss is filed against the carrier.
  4. Claim settlement normally occurs in 60 days from the date that the claim is submitted to the carrier.

If a shipment is received and signed for without exception, the consignee must work directly with the carrier to resolve the loss. Notification to the carrier must occur within 15 days. In this situation, the carrier holds what is considered a clear delivery receipt and will not take liability for the condition of the shipment. A claim can be filed but historically those claims have been declined or occasionally settled for a small percent of the requested amount.

Terms of Use

Packship USA uses Google Maps API as a part of a distance calculation. By using Packship USA, you are bound to Google's Terms of Service.

Privacy Policy

PackShip USA respects and is committed to protecting your privacy. PackShip USA may collect personally identifiable information when you visit our site. PackShip USA also automatically receives and records information on our server logs from your browser including your IP address, cookie information and the page(s) you visited. PackShip USA will not sell your personally identifiable information to anyone. Packship USA uses Google Maps API as a part of a distance calculation. By using Packship USA, you are bound to Google's Privacy Policy.

Security Policy

PackShip USA has obtained an SSL digital certificate from a leading provider of Internet trust services. When a secured portion of our site is entered, an image of a closed lock should appear in the bottom bar or the address bar of the browser window. If this image is clicked, a small popup window displaying site-security information will appear. This certificate certifies that your personal information is being transmitted in secure (encrypted) form to a PackShip USA server.

PackShip USA Claims Process Guidelines and Policies


  • I'm totally elated with the Packship USA product and service.

    PackShip USA did their usual superb job! As you know, this was my fourth purchase from you that they have packaged and shipped, and again, it was received virtually "embalmed," without a scratch.

    I’m totally elated with the product and with the service that I've received from both you and PackShip.

    Customer - Racine, WI

  • They offer the best packaging and shipping rates and service around.

    We have been using PackShip since the late 90s, so we have a long history together. They offer us the best rates and service around. The first shipper we tried had a 10% breakage rate and with PackShip, I can’t think of any in the last 10 years. We are very pleased with their service and how they do business.

    Customer - Wadmalaw Island, SC

  • They are there to help with all our shipping needs.

    We really appreciate what PackShip does for us. They are there to help with all our shipping needs. A very kind and knowledgeable staff that is easy to work with.

    Customer - Orrville, OH

  • PackShip USA is the only logistics company we would trust to ship for us.

    We are an international company and are required to ship many items internationally, and PackShip USA is the only company we would trust to ship for us. I've actually been on the receiving end of the shipment out of the country and was incredibly impressed to see the care that PackShip took in packaging up our items. After our experience with PackShip USA and other shippers, I'll never use anyone other than PackShip USA.

    Customer - Goshen, IN

  • Even the carrier was impressed with the packing job!

    We just received the two Heritage Dressers that we had ordered. I appreciate the effort that was put into packing the dressers for shipment. Even the carrier that delivered the furniture was impressed with the packing job. Thanks again!

    Customer - Syracuse, NY

  • Your firm will certainly be called upon again.

    I just want to thank you and your coworkers for the excellent work you all did in wrapping, crating and shipping our son’s dining room chairs and china cabinet. Everything arrived at their house in Burnley, England in excellent condition. Having seen what care you all took with this shipment we are now quite eager to send along a few more pieces of Ohio-made furniture to Britain. As soon as another purchase has been made, your firm will certainly be called upon again. We really appreciate all your effort. Thanks again.

    Susan Ryan

  • I've had paintings shipped to me from galleries before, but none with such careful packing.

    I’ve left positive feedback and I hope we meet again very soon on eBay. Thanks and kindest regards…

    Thank you for doing an excellent job with the packing and shipping of such a delicate item.

    Alex Roytman

  • If we ever need to ship again, we will be sure to do it through your company.

    Just to let you know, the table arrived today safe and sound. We were really impressed with the packing and happy that our special Amish table had been so well protected. THANK YOU! If we ever need to ship again, we will be sure to do it through your company. Greetings from the Swiss Alps!

    Rebecca & Mike Troehler