[New] How to File a Claim for Shipment Delay, Package Damage, or Parcel Loss?Updated 3 days ago

If you purchased our Shipping Protection by Carebox insurance, you can file a claim for package damage, shipment delays, or parcel loss during the shipping process by following the steps below. If you did not select Shipping Protection by Carebox, please contact customer service for assistance with any issues.

Note: For customers who purchased the old shipping insurance, please click Worry-Free Purchase.

1. Log In to Your Account

• Visit the official CAREBOX website: www.carebox.global
• Click "Sign in" at the top-right corner of the homepage.
• Select the "I am a Shopper" option to access the shopper portal.

You can also find the email that CAREBOX sent you and click "Report an issue" directly.

Policy confirmation email sent by CAREBOX:

2. Enter Your Order/Cover Information

To locate your order and claim eligibility, use one of the following identifiers :

• Email address (orTelephone number)
• Order ID (or Cover ID) 

3. Initiate a Claim

Click the highlighted button "I’m ready to submit" to start a claim.

4. Choose the issue type

After logging in, choose the specific issue you are facing, then confirm the affected package/equipment.

Select the nature of your package issue:

5.Upload Supporting Documents

Provide materials to verify your claim (required for processing). You can submit:

• Photos/Videos: Clear images/videos of the damaged package/item, faulty equipment, or relevant evidence.
• Written Comments: Enter a detailed description of the issue.

After uploading, click "Next".

You will see a summary of your submission. Double-check the details. If all information is correct, click "Submit" to send your claim.

6. Claim Processing & Notification

After submission, your claim will be synced to CAREBOX’s backend for review.

You can track your claim status (e.g., "Submitted," "Pre-Screening," "Assessment Outcome Sent") via your shopper account.

Supporting Docs Required to Qualify for a Claim

Supporting Docs Required for a Claim of Damage:

When the item(s)  are damaged during transit,  we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, the following supporting documents are required :

• Clear photo(s) of the carrier packaging and product package (if applicable).
• Clear photo(s ) of how the item(s ) are damaged.
• The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value,  depending on how the damage affect the usability of the item(s).

Supporting Docs Required for a Claim of Loss:

• If the shipment is marked by the carrier as "lost", or domestic shipments that haven't shown a "delivery" scan 30 days after shipment (or international shipment that haven't shown a "delivery" scan 60 days after shipment), you don’t need to provide any additional proof.
• If the shipment has shown a "delivery" scan but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:
  • Police Report: A formal statement or reference number confirming the theft, issued by the relevant police authority.
  • Video Evidence: Footage clearly showing the incident (e.g., theft or disappearance of the parcel).
  • Carrier’s Loss Confirmation: Written confirmation from the logistics company acknowledging the loss or theft of the parcel.
  • Authorised Third-Party Documentation: A signed statement from a qualified professional (e.g., a solicitor or notary) verifying the circumstances.

Supporting Docs Required for a Claim of Delay

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.