---
title: Lost in Transit Policies
description: File claims for orders lost in transit
---

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3. [Lost and Damaged Shipments](https://support.nextsmartship.com/orders-shipments?hsLang=en#lost-and-damaged-shipments)

# Lost in Transit Policies

## File claims for orders lost in transit

Our carriers ship millions of packages a day. Unfortunately, there are some issues from time to time, such as loss of tracking, delayed tracking, etc. In most cases, orders are recovered and delivered. In the event of a lost package, we can help you with the claims process.

**Note:** NextSmartShip does not cover the cost of replacement orders.

#### **Tracking Updates:**

- Once an order has tracking information, it is guaranteed that it has left our fulfillment centers.
- Our carriers do NOT scan each package upon pick-up at NextSmartShip’s fulfillment centers. First tracking updates and scans are done at the carrier's facilities. These updates often take several business days to occur.
- If an order does not ever get tracking updates, we will follow our No Carrier Tracking policy. Pleae contact our customer service.

#### **Lost Package**:

If it is confirmed that the package is lost in transit, we will refund the declared value of the pacakge (no more than 100USD) and the shipping cost. 

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