Shipping Protection

Introduction

shiponline.app offers optional Shipping Protection (the “Protection”) that you can add to a shipment before it leaves its origin address. The Protection reimburses you if the shipment is lost, stolen, or damaged during transit, subject to the terms, sub-limits, deductibles, and exclusions set out on this page.

How it works

You add Protection during the parcel step when you purchase a label. The premium is charged together with the label at checkout. Protection begins when the parcel receives its first carrier scan at the origin address and ends when the parcel is marked delivered at the destination address.

The Protection covers each parcel up to the declared order value you enter, subject to a maximum of US$10,000 per parcel and to the sub-limits described below for specific item categories. You can cancel Protection at any time before the first carrier scan for a full refund.

What is covered

Theft or loss of your parcel

If your parcel is lost or stolen during transit, we will either reimburse you up to the covered amount shown on your Certificate of Insurance, subject to any applicable deductible, or arrange for the shipment of a replacement parcel.

Damage to your parcel

If your parcel is damaged during transit, we will reimburse you for the reasonable repair costs up to the covered amount shown on your Certificate of Insurance, subject to any applicable deductible.

Return shipping of damaged parcels

If your parcel is damaged during transit and needs to be returned, we will reimburse you for return shipping costs (up to the value of the original shipping cost you paid to send the parcel). Return shipping is paid in addition to the covered amount shown on your Certificate of Insurance, subject to any applicable deductible.

Re-shipping of a stolen, lost, or damaged parcel

In the event your parcel is stolen, lost, or damaged during transit, we will reimburse you for re-shipping costs (up to the value of the original shipping cost you paid to send the parcel) for the replacement parcel, provided the replacement is re-shipped through shiponline.app. Re- shipping is paid in addition to the covered amount shown on your Certificate of Insurance, subject to any applicable deductible.

Coverage sub-limits

Specific item categories are subject to sub-limits below the US$10,000 per-parcel maximum. For items not listed below, the maximum protected parcel value is US$10,000.

• Theft after documented delivery — up to US$1,000 per parcel; a police report is required.
• Glassware and ceramics — up to US$1,000 per parcel.
• Laptops, LCDs, and TVs — up to US$5,000 per parcel for loss or theft only; damage is not covered for this category. Must be sent through a delivery service requiring a signature.
• Jewelry and watches — up to US$5,000 per parcel. Parcels containing more than US$250 in jewelry or watches must be sent through a delivery service requiring a signature and including a tracking number. Jewelry and watches must not have seller advertising visible on the outside of the packaging.
• Antiques — up to US$5,000 per parcel.
• Artwork — up to US$5,000 per parcel.

What is not covered

The Protection does not cover claims arising from or involving any of the following:

Item categories

• Animals.
• Arms, ammunition, military equipment, or items subject to the Arms Export Control Act.
• Automobiles, motorcycles, or other motorized vehicles.
• Bulk and break-bulk cargo.
• Bullion; standalone precious metals or stones.
• Cannabis and related products, whether natural or synthetic, including hash, hemp, edibles, or items containing tetrahydrocannabinol (THC).
• Cash and treasury notes.
• Cigars, cigarettes, tobacco, or tobacco products.
• Credit cards.
• Documents of any nature, including bonds, deeds, manuscripts, securities, or plans.
• Furs, skins, or hides.
• Hazardous, restricted, or controlled items.
• Items containing psilocybin, including mushrooms and extracts.
• Lithium batteries, including eBikes, eBoards, and eScooters.
• Perishable foodstuffs and other temperature-sensitive items.
• Plants.
• Solar panels.
• Stamps.

Handling, packaging, and information issues

• Parcels not packaged according to carrier instructions (external or internal, including any specific containers required by the carrier).
• Inaccurate, dishonest, or misleading information provided to shiponline.app or the insurer.
• Items damaged before transit begins.
• Parcels lost because an incorrect destination address was entered.
• Parcels above the signature-service threshold sent without a signature-required service (jewelry or watches above US$250, laptops/LCDs/TVs).
• Insufficient evidence that the parcel was lost, stolen, or damaged during transit.
• Theft after documented delivery without a police report.
• Late claims — see the filing windows below.

External events and inherent issues

• Hostile acts by or against a belligerent power; strikes, riots, civil commotion, or other civil strife; war, civil war, revolution, rebellion, or insurrection; capture, seizure, arrest, restraint, or detainment arising from the foregoing; mines, torpedoes, bombs, or other weapons of war.
• Any inherent vice of the product, including mould and mildew; infestation; rust, corrosion, oxidation, or other deterioration; discoloration.
• Any hidden or latent defect.
• Marring, chipping, denting, or scratching not caused by a specific covered event.
• Leakage, loss in weight or volume, or wear and tear.
• Electrical, electronic, or mechanical derangement.
• Data, information-technology, or electronic risks, including cyber-attacks.
• Insufficiency or unsuitability of packing.
• Illegality — including shipments of items prohibited by law or by the carrier.
• Delivery delay.
• Wilful misconduct, fraud, infidelity, conversion, or dishonest acts by you or the shipper.
• Radioactive, toxic, explosive, or otherwise hazardous contamination; any weapon or device employing atomic or nuclear fission or fusion or other reactive matter; any chemical, biological, biochemical, or electromagnetic weapon.

Deductibles

Each claim for jewelry, watches, antiques, artwork, glassware, or ceramics is subject to a 25% deductible. The deductible is applied to the approved claim amount before payment.

Filing a claim

Filing windows

• Delivered-marked parcels — if the carrier has marked the parcel as delivered but you did not receive it, the claim must be filed within 10 days of the delivered timestamp.
• Domestic shipments — claims must be filed within 30 days of carrier pickup and first scan.
• International shipments — claims must be filed within 60 days of carrier pickup and first scan.

How to file

Start a claim from the shipment record in your dashboard, or reply to the shipment confirmation email with the details of the loss, theft, or damage. You will be forwarded to the insurer’s claim portal to complete the filing.

Evidence we may request

• Photographs or video of any damage, including of the packaging as received.
• The damaged item and its original packaging retained until the claim is finalised — the insurer may ask for it to be shipped back.
• Police reports for theft claims (required for theft after documented delivery).
• A copy of your photo ID and any supporting invoices, receipts, or valuations.

If required documents are not provided, the claim may be rejected or moved to a pending status.

Cancelling protection

You may cancel Protection at any time before the first carrier scan at the origin address for a full refund of the premium. Once the parcel has received its first carrier scan, Protection is in force and the premium is not refundable. shiponline.app may, at its discretion, also request that the insurer cancel Protection for a particular parcel before the parcel leaves the origin address.

Valuation

The covered amount for premium and claim purposes is:

• New goods — invoice price plus shipping cost. If no sales contract has been agreed, new replacement value plus shipping cost.
• Second-hand or used goods— invoice price plus shipping cost. If no sales contract has been agreed, used market value (as determined by the insurer’s administrator) plus shipping cost.
• Limited-edition, rare, and collectible items — assessed by an insurer-appointed expert. The insurer reserves the right to propose a buyout settlement where value cannot be agreed after assessment.

Underinsurance

The insurer will not pay more than the covered amount even if the actual value of the items or parcel exceeds it at the time of loss.

Subrogation and salvage

Once your claim is paid, all of your rights and remedies against other parties for the loss (including your rights against the carrier) are subrogated to the insurer. The insurer may pursue and receive any amounts recovered or recoverable from those parties. You cannot waive these rights against another party.

If your parcel is deemed recoverable after a claim, the insurer reserves the right to claim ownership of the item following settlement of the claim. You must cooperate in any salvage efforts. The insurer may retain, dispose of, or sell the salvaged property. If you choose to retain the salvaged property, the insurer may adjust the claim payout accordingly, reducing the settlement to reflect the retained salvage value.

Recovered parcels after a paid claim

If you have received payment for a lost parcel and the parcel is subsequently delivered, you must return the approved claim amount to the insurer within 15 days of receiving the parcel. Please notify the insurer through the claim portal immediately on recovery. Failure to return the amount may result in collection or legal action by the insurer.

Fraudulent claims

Coverage will be declined for fraudulent claims. When knowingly committed by you or someone acting on your behalf, the following constitutes a fraudulent claim:

• Making a false claim;
• Exaggerating the amount of a claim;
• Providing the insurer or shiponline.app with false or misleading declarations or statements to support a claim; or
• Providing the insurer or shiponline.app with any false or invalid documents or relying on any fraudulent devices to support a claim.

Fraud may also result in suspension or termination of your shiponline.app account under our Terms of Use.

Sanctions

The insurer will not provide cover or be liable to pay any claim or other sums, including return premiums, if doing so would expose the insurer to any sanction, prohibition, or restriction under United Nations resolutions; any asset-freezing, trade, or economic sanctions; or any law or regulation of the European Union, the United Kingdom, the United States, or any other jurisdiction in which the insurer transacts business.

Definitions

• Certificate of Insurance — the document outlining the specific details of your Protection, including your name and email, the shipment covered, coverage dates, and the items covered. Together with the policy wording it forms the contract of coverage.
• Covered Amount — as shown on your Certificate, the maximum amount payable for any claim, subject to all terms, exclusions, and sub-limits.
• Damage — accidental or malicious physical damage, including water damage, to the items that impairs the value, functionality, or condition of an item directly caused by an event during transit. Excludes damage resulting from marring, chipping, denting, or scratching.
• Deductible — the portion of the approved claim amount for which you are responsible.
• Delivery Address — the address to which the parcel is being delivered.
• Item — physical property identified as insured within the parcel.
• Lost or Loss — items that a carrier has declared to be lost in transit.
• Originating Address — the address from which the item is collected for shipment. The parcel is considered to have left the Originating Address at its first carrier scan.
• Parcel — the items for which you have arranged transit and which have been allocated a tracking number.
• Repair Costs — the reasonable value of actual labour, equipment, and material costs incurred to repair damage, supported by invoices or receipts.
• Stolen / Theft — an illegal act in which someone intentionally and unlawfully takes your items, and the items are not recovered.
• Tracking Number — a unique sequence assigned to a parcel that enables tracking of its delivery status.
• Transit — the period during which the parcel is transported, starting at the first carrier scan at the Originating Address and ending at documented delivery to the Delivery Address.
• Wear and Tear — damage or deterioration resulting from ordinary or regular use or typical depreciation.

Policy issuer

The Protection is underwritten by a licensed third-party insurer contracted by shiponline.app. shiponline.app is not the insurer, is not licensed as an insurer, and does not assume any of the underwriting or claim-payment obligations described in this document — those obligations rest with the insurer under the terms of the Certificate of Insurance you receive at the time of purchase.

Complaints

If you have a complaint about a Protection product or the handling of a claim, please contact us at support@shiponline.appwith your shipment reference and a description of the complaint. We will acknowledge complaints within five (5) business days and will either respond directly or forward the complaint to the insurer for formal review. The insurer’s own complaint process and any applicable regulatory recourse will be disclosed in that response.

Changes to these terms

We may update the summary on this page from time to time to reflect changes in the underlying insurer’s policy wording. Material changes will be notified at least fifteen (15) days before they take effect. The Certificate of Insurance you received at the time you purchased Protection continues to control that specific shipment; changes on this page apply to Protection purchased after the effective date shown at the top.

Contact us

Questions about Shipping Protection can be sent to support@shiponline.app. Claim status enquiries are best submitted through the claim portal linked from your shipment record.