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Shipping insurance

On this page

  1. Overview
  2. Configuring shipping insurance
  3. File a claim
  4. Tracking your claim
  5. Declared value
  6. Cost of insurance
  7. Covered carriers
  8. Terms and conditions


Shipping insurance is used to provide coverage on the orders you send from a Shipwire Fulfillment Center. This added protection may be useful if your selected carrier loses or damages part of your shipments, allowing you to offset all or part of any monetary loss. Most carriers services have built-in insurance protection, with each carrier having slightly different requirements and claim processes.

Luckily, Shipwire has partnered with Shipsurance to greatly simplify this entire process, allowing you to initiate all of your claims directly from your Shipwire account, and giving you a single provider (Shipsurance) to work with during the claims process. We have also collaborated closely with Shipsurance to minimize the paperwork required while filing a claim, and have worked hard to minimize any inconvenience the process may place on you and your customers.

Please note, Shipsurance is unable to process claims for orders shipped in custom packaging and orders that contain products indicated as ‘fragile (does not pass 4ft drop test)’ in the Shipwire Product Catalog.

Configuring shipping insurance

Shipwire allows you to choose which orders to insure by doing the following:

  1. In your account’s drop down menu, locate the Shipping and Warehouses option, then select Shipping Preferences.
  2. Locate the Shipping Insurance Preferences section.
  3. Choose whether you want to insure your shipments at product ‘Cost’ or at ‘Retail’ values. Also choose whether you want to insure all of your orders, or whether you want to limit coverage by dollar amount.
    • Please note that if you have allowed Shipwire to choose from carriers that cannot be insured (e.g. USPS First Class International), then orders that use those specific carrier options would naturally not be insured (see ‘Use Uninsurable carriers’ option, also in your shipping preferences.
      By default, additional insurance is set to Full Amount and Uninsurable carrier is set to No).

      Shipping insurance - preferences

      If you select ‘Yes, if value of product exceeds’ option on the dropdown menu, you will be able to designate the product’s total value (based on retail price, product cost or enter a custom amount.

      Shipping insurance - exceeds

File a claim

Once an order has insurance applied to it, Shipwire makes it easy initiate a claim.

  1. Two days after the order has been shipped, Shipwire’s interface will surface options that allow you to report certain types of problems right on the order details page. To file a claim, sign into your Shipwire account, and find (or search for) the order against which you wish to take action. Once you get to your order’s detail page, you will see options to report a problem in the page header
  2. Shipping insurance - details

  3. Choose the option that appropriately describes your claim.
  4. Shipping insurance - Report a problem

  5. Fill in the necessary fields and submit.
  6. Report a problem - damaged

Tracking your claim

Shipwire has partnered with Shipsurance to help you centrally manage your shipping insurance claims. Most claims are resolved 5-7 business days after all of the information required to process the claim is submitted. Key steps:

  • Initiated – Once your claim is submitted, you will see that it is in the ‘Initiated’ status
  • On Hold – If Shipsurance requires any supporting documents to process your claim, the filing will go on a hold status until you can provide the necessary information. Shipsurance will email you with any requests for documentation, and you will also be notified in your Shipwire account through a Dashboard alert.
  • In Process – Your claim will normally go through two processing stages: carrier review, and final review. In the case of a lost shipment claim, carrier traces are performed to see if the shipment can be located. For a damaged claim, Shipsurance and the carriers will review the claim to make sure it is in compliance with coverage terms.
  • Paid – Your claim has been approved, and a check has been mailed to your business address.

Claim status

Other possible final steps: Denied, Canceled, Closed or Expired. Denied claims will have not been accepted by either the carrier and/or Shipsurance. Canceled claims are those you chose to withdraw. Closed claims would happen in instances where a claim self-resolved (e.g. a lost shipment was found). And finally, Expired claims would only happen in the event where you did not provide necessary documentation within the expected time period.

You can always verify where in the process your claim is, simply by going to the order, and looking at that order details page. Shipwire will also notify you on any change that happens to your claim through a dashboard alert. Finally, you can also run reports on any of your recent lost or damaged claims. Go to your ‘Activity History’ and select the Show: Loss & Damage Claims option. You can also restrict the results to a specific time period. Shipwire will show all claims filed, and their current statuses.

Declared value

The amount you can claim with shipping insurance is tied to the “declared value”. This is defined in the shipping insurance agreement below; however, it bears a bit more conversation as well. Shipwire provides coverage for your shipments by taking your product’s cost or retail value and adding any shipping costs. The choice of whether to insure at cost or retail is entirely at your discretion. In order to substantiate value, Shipsurance may require an itemized invoice. If the item shipped was used and does not contain a recent invoice stating its value, actual cash value will be used. Damaged items claim typically require 2 repair estimates and detailed photos of the packaging and the items.

Cost of insurance

Most services, such as USPS, Canada Post, Royal Mail and Parcelforce can be insured with Shipsurance at a fee. Insurance for domestic parcel shipments is $0.75 per $100 insurance. Insurance for cross-border shipments is $1.25 per $100 insurance. Time definite small parcel services have a maximum coverage of $2,000. Some time definite small parcel carrier services will be registered with Shipsurance at $0.00 and will include $100 of coverage.

Most small parcel carriers that provide tracking are insurable. Please note that you must choose services with a tracking number or delivery confirmation for insurance to be applicable.

Terms and conditions

This policy is provided with several conditions:

Term Definition
“SHIPSURANCE” The insurance agent: Shipsurance Insurance Services
“INS” The insurance company: Voyager Indemnity Insurance Company (an Assurant Company)
“Insured” The insured is the entity that purchased insurance through the Shipwire.com website.
“Shipping Carrier” The company that is transporting the shipments covered by this Certificate.
“Total Insured Value” or “TIV” The total value of the item(s) declared for insurance coverage. Includes the Shipping Carrier provided coverage, if any. Throughout this policy the following definitions apply: any.

  1. All parcels that are covered by this Certificate will be shipped in strict accordance with all regulations of the carrier and amendments thereto.
  2. Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc) with a value of $500.00 or more must be sent with the Signature Confirmation service provided by the shipping carriers (must be signed for at delivery). This service is available by most shipping carriers often at an additional expense to their core shipping service. Jewelry shipments that do not abide by this condition are not covered by this certificate.
  3. Deductible
    1. If a deductible exists, it will be deducted from the total claim amount. Deductibles are on a per package basis. The Insured is responsible for collecting any amounts from the Shipping Carrier that the Shipping Carrier may be liable for. Claims will be paid net of Shipping Carrier’s per package limitation.
  4. Valuation
    1. Underwriters shall be liable for the invoice value of property lost, destroyed or damaged, however, in the event there is no invoice, underwriters shall be liable for the actual cash value of the property. Claims for repairs shall be payable for the fair market costs of such repairs.
    2. In no event shall claims exceed the value declared prior to shipment and declared for premium purposes.
    3. Insurance fees are excluded from coverage
  5. Other Insurance
      Underwriters are not responsible for any loss, damage, or shortage that is covered by another insurance policy or for carrier’s liability.

      1. If other insurance or coverage is present on a shipment, Underwriters will only provide the excess coverage
  6. Claims
    1. All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of or released to the shipping carrier before a claim is completed as photographs will be required. Failure to comply can result in the denial of the claim due to insufficient packing.
    2. Concealed Damage – Allows for the discovery of loss or damage up to 15 days after final delivery. The loss is deemed to have possibly occurred during the insured transit. Discovery of loss or damage occurring 16 days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered.
    3. The Insured will file immediate notice of non-delivery, damage, or shortage with the Shipping Carrier and with SHIPSURANCE. Take proper exceptions on the delivery receipt when any loss or damage is apparent at the time of taking delivery. The Insured will complete a SHIPSURANCE claim form and provide all required documents to SHIPSURANCE within sixty (60) calendar days from the date of shipment. If the carrier has liability and their remittance (carrier’s claim check and stub) or response has not been received by the Insured within the 120 day timeframe, all other claim paperwork must be received by SHIPSURANCE within sixty (60) calendar days from the date of shipment. A complete claim submission includes a SHIPSURANCE claim form, a copy of the carrier’s tracer form, a copy of the invoice or recent appraisal, photos of damaged goods and packaging, a repair estimate, signed claim statement by the recipient, and any other documentation requested by SHIPSURANCE. Failure to complete the claim form and follow all claim instructions could lead to non settlement of claim.
      1. If the shipment is sent via the United States Postal Service (USPS), complete claims must be submitted and received by SHIPSURANCE within sixty (60) calendar days of the shipment date. If the claim is for loss the Insured must wait 20 calendar days (Domestic shipments) or 40 calendar days (International shipments) before filing claim with SHIPSURANCE.
    4. All damaged property that was not repaired must be made available (given) to SHIPSURANCE or INS if requested.
    5. Once claim has been accepted and approved by the underwriters, prompt payment will be made to the Insured.
  7. Claim Disputes
    1. This Certificate shall be construed and interpreted in accordance with the laws of the State of California.
    2. The parties agree that any and all claims or disputes arising out of the Certificate or the performance of the Certificate shall be brought in Los Angeles County, California.
    3. The Insured agrees to INDEMNIFY AND HOLD HARMLESS SHIPSURANCE and Underwriters from any loss, liability, damage or costs, including court costs and attorney fees that they may incur due to misreading, misunderstanding, and not following the coverage requirements as per this SHIPSURANCE certificate or as endorsed.
  8. Other Provisions
    1. If SHIPSURANCE does not receive payment from Insured by the date the invoice is due, SHIPSURANCE reserves the right to deny any coverage retained by Insured until such invoice is paid in full (including any such interest accrued). If Insured does not pay its invoice within 15 days after it is due, SHIPSURANCE reserves the right to cancel its coverage of Insured entirely.
    2. If any term or condition of this Certificate is found to be invalid or unenforceable by any court of competent jurisdiction, the invalidity or unenforceability of any such term or condition shall not affect the validity and enforceability of the remaining terms and conditions of this Certificate.
    3. This Certificate constitutes the entire agreement between the parties with respect to the specific rights, duties, and obligations identified herein.
      1. Remittance of premium payment to SHIPSURANCE constitutes acceptance of this agreement.
    4. Every user of SHIPSURANCE Insurance through this coverage will be monitored for adverse claims experience. SHIPSURANCE reserves the right to disallow any user to purchase SHIPSURANCE insurance at any time with 10 days written, certified notice.

General exclusions

  1. Accounts, bills, currency, evidence of debt, money, checks, money orders, COD payments, coins, securities, tickets, deeds, notes, gift cards, manuscripts, documents, bullion (gold, silver & other precious metals), gemstones (loose stones), furs, neon items, hazardous material (per UPS Hazardous Materials List), plasma televisions or monitors, LCD televisions or monitors, perishable cargo or similar property, eggs in the shell, ceramic slabs, marble slabs, granite slabs, slate slabs, stone slabs, grandfather clocks, grandmother clocks, stand-up clocks, automobiles, motorcycles, flowers, plants, seeds, newsprint, tobacco, windows, plate glass, stained glass, and float glass. *Collectible coins and antique guns (more than 100 years old) are NOT excluded.
  2. Shipments sent to Afghanistan, Angola, Bolivia, Burma (Myanmar), Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d’Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela
    Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.
  3. Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc) valued in excess of $5,000.00 per parcel, $25,000.00 per shipment (Per Conveyance Limit of Liability).
  4. Cell phones in excess of $2,500.00 per shipment (Per Conveyance Limit of Liability).
  5. Shipments that require a signature confirmation or signature required service that are not sent using the required signature service are excluded from coverage.
    1. Signature requirements (if required by SHIPSURANCE) are listed in the “Covered Carriers and Limits of Coverage” section and the “Certificate Conditions” section of this certificate
      1. The limits are for the TIV. The TIV does not change if a claim if for shortage or repairable damage.
    2. Signature confirmation and signature required are services that are offered by the Shipping Carriers, often at an additional expense to their core shipping service.
  6. Loss, damage, shortage, or non-arrival of any parcel and its contents which is (1) addressed incorrectly or (2)packed insufficiently to withstand the normal rigors of transit.
  7. Loss, damage, shortage, or non-arrival of any parcel and its contents when it bears a descriptive label or packaging which describes, or alludes to, the nature of the contents. International shipments that contain customs declarations are NOT excluded from coverage.
  8. Loss, damage, shortage, or non-arrival of any parcel and its contents when it is obtained by trick, false pretense, or other fraudulent schemes.
  9. Loss, damage, shortage arising out of loss of market, delay, loss of use, clean up costs, decay, inherent vise, changes in temperature or humidity, or other deterioration, any remote or consequential loss, whether or not arising out of a peril insured against.
  10. War Exclusion / Atomic and Nuclear Exclusion: In no case shall this insurance cover loss damage or expense caused by (i)War, civil war, revolution, rebellion, insurrection, or civil strife arising therefrom, or any hostile act by or against a belligerent power. (ii) Capture, seizure, arrest, restraint or detainment (piracy excepted), and the consequences thereof or any attempt thereat. (iii) Derelict mines, torpedoes, bombs, or other derelict weapons of war. In no case shall this insurance cover loss damage or expense arising from the use of any weapon of war employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter.
  11. Mechanical and Electrical Derangement – Loss of or damage due to mechanical, electrical, or electronic derangement unless there is evidence of external damage to the insured item or its packaging. Data files and installed computer programs are not covered for erasure, corruption, or loss.
  12. AIMU Extended Radioactive Contamination Exclusion clause.
    AIMU Chemical, Biological, Bio-Chemical, Electromagnetic, and Cyber Weapons Exclusion clause.

Heavy freight carrier / common carrier specific exclusions

  1. Used Goods are not covered for scratching, denting, chipping, staining, tearing, and pre-existing conditions.
  2. Household Goods & Personal Effects
    1. Shipments valued in excess of $2,500.00 per shipment (Per Conveyance Limit of Liability).
    2. Loss or damage due to moths, vermin, wear and tear, and gradual deterioration.
    3. Loss or damage due to climatic or atmospheric conditions or extremes of temperatures.
    4. Consumer Packed – Breakage, scratching, denting, chipping, staining, and tearing of consumer packed goods.
  3. Steel Products
    1. Loss, damage, or expense due to rust, oxidation, corrosion, and discoloration.
    2. Loss, damage, or expense due to twisting, bending, or distortion unless caused by a covered peril.
  4. Frozen Foods
    1. Loss or damage due to decay, spoiling or deterioration.
    2. Loss or damage due to inherent vice or pre shipment condition.

Cargo exclusions

The following countries are not covered:

  • Afghanistan
  • Angola
  • Bolivia
  • Burma (Myanmar)
  • Congo
  • Cuba
  • Iraq
  • Iran
  • Ivory Coast (Cote D’Ivoire)
  • Liberia
  • Mexico*
  • Nigeria
  • North Korea
  • Paraguay
  • Sierra Leone
  • Somalia
  • Sudan
  • Syria
  • Venezuela

Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.

*Truck/rail shipments to and within other than as a connecting conveyance are excluded to Mexico. Shipments via air carriers are covered.

Packaging requirements

To be covered by this shipping insurance policy, all shipped goods must abide by these packaging requirements:

  1. Position contents in the center of a sturdy box and surround it by cushioning with bubble wrap, packaging peanuts, corrugated fiberboard, foam pads or molded plastic material.
  2. Cushion fragile items inside one box as listed in step #1, then put that box into a larger box with 2″ to 3″ of cushioning around the inner box. Fragile items are any items that are breakable and/or contain any glass.
  3. Do not exceed the weight specifications for your box.
  4. Cover all sharp or protruding edges with taped corrugated panels or pads.
  5. Do not wrap the outer box with paper
  6. Use proper tape to seal your packaging such as pressure-sensitive plastic tape, water-activated paper tape or water-activated reinforced tape. Tape should be at least 2″ wide. Tape ALL seams and flaps. Do not use cellophane tape, masking tape, duct tape, kraft paper tape, string or rope.
  7. If an item has a finish that might be damaged by adhesive labels, soiling or marking, place it in a protective container or box.
  8. Items that cannot be packed into cartons (auto pipes, mufflers, tires, etc.) should have all sharp edges and protrusions wrapped.
  9. Do not ship shirt boxes or chipboard retail gift boxes unless you put them inside a strong, corrugated box.
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