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.
- 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.
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.