There are very specific parameters for filing a carrier claim with LVK. This article outlines the different requirements as well as examples of the types of carrier claims that are allowed within LVK. Please read this article thoroughly before submitting a claim.
Important Notes:
- All of the below requirements must be met when filing a claim. Without the required documentation, LVK will not file your claim.
- We will only file claims for orders disputed within 30 days after the label creation date.
- These claims will be subject to validation from our Carrier Claims Specialist and the request to file a carrier claim could be rejected.
File a Claim
Types of Claims
How to Request a Claim
Is My Claim Applicable?
What Happens When a Claim is Filed
Important Notes Regarding Claims
File a Claim
- If damaged, we would need images of the product, the actual box, label, outside, and inside with the inner packaging. We can only proceed with the claim if you provide these images.
- If the package is lost, please attach confirmation from the carrier confirming the lost package. If you don’t have confirmation from the carrier but 15 days have passed since the label was created and it is stuck in transit, please open a ticket using the Carrier Claims form.
- If delivered but lost, we would need proof to present to the carrier, including images and video that support the claim. We can only proceed with the claim if you provide proof.
- If the package was delivered to the wrong address and the tracking link shows a picture of proof of delivery that does not match your customer’s address, we would need a picture of the customer’s front door. We can only proceed with the claim if you provide proof.
- For all claims, we need an invoice showing the cost of the products for the claim. We can only proceed with the claim if you provide an invoice.
Claim Submission Window
You have 30 calendar days after the label creation date to submit claims for damaged, lost in transit, and delivered but lost orders.
Claim Restrictions
- LVK cannot file claims with Canada Post, DHL, Purolator, UPS SurePost, or UPS Mail Innovations if insurance has not been purchased for your order. To know more about insurance HERE.
- LVK is not responsible for filing claims for USPS shipping methods; you or your end customer must file a claim HERE. USPS insured shipping requirement HERE.
- LVK is not responsible for filing claims with Passport. Please contact partners@passportshipping.com for assistance, as the brand needs to file claims in their Passport dashboard account. For additional information on the Passport Claim process, please click HERE.
Carrier Resolution Timeline
Below is a list of carriers that accept claims without insurance and the approximate time it takes for them to resolve these claims.
- ACI Logistics (60 calendar days)
- Better Trucks (45 calendar days)
- Blue Streak (30 calendar days)
- Canpar (30 business days)
- FedEx (15 to 30 calendar days)
- FedEx SmartPost (60 to 90 calendar days)
- GLS (60 calendar days)
- Jitsu (15 calendar days)
- UniUni (7 to 15 calendar days)
- UPS Ground/Air (30 to 60 calendar days)
- Veho (60 to 90 calendar days)
Types of Claims
Orders Damaged
If an order arrives damaged and you can provide sufficient proof of this damage, LVK will file a claim with the carrier on your behalf and credit the amount approved by the carrier.
After you submit your case to our support team, we recommend responding directly to your customer with a remedy you deem fit. If you choose to re-ship the order with LVK, please note that LVK does not cover the cost of the re-shipment.
Orders Lost in Transit
Sometimes, an order will ship, but the tracking shows it is stuck in a pending or "pre-shipment" status. Unfortunately, this happens occasionally due to carriers missing a scan.
Find our no-scan process HERE.
If you notice that the order has had 15 calendar days of inactivity in the same status, LVK will treat this order as lost in transit.
Like damaged orders, LVK will file a claim with the carrier on your behalf (once we receive proof of non-delivery from the customer) and credit you the amount approved by the carrier.
NOTE: For international orders, orders without tracking movement for at least 21 days are eligible for lost-in-transit claims. If your order was not shipped via a carrier that needs insurance and you did not purchase it, or was shipped via Passport, please submit a ticket HERE.
Orders Delivered but Lost
In rare instances, a customer may claim non-receipt of a package despite the carrier's tracking indicating delivery. If the tracking information confirms Delivery, but your customer cannot locate their package within 48 hours of the delivery timestamp, please instruct your customer to perform the following steps:
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Verify that the shipping address provided is correct.
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Conduct a thorough search around the delivery location, including potential alternate delivery spots, such as nearby apartment entrances.
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Check the mailbox or any designated mail storage areas.
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Ask other household members to see if anyone accepted the package on their behalf.
If, after 48 hours from the delivery timestamp, your customer is still unable to locate their package and can provide proof that the carrier's proof of delivery indicates the item was not successfully delivered (such as a detailed report like a mail locker audit), you can proceed to file a claim through the LVK Ticket Portal. Upon approval, we will credit the product cost and the fulfillment fee for the lost order.
NOTE: LVK cannot be held responsible for stolen items after successful delivery.
Orders Delivered to the Wrong Address
If your customer reports that they have not received their package, but the tracking number shows that it has been delivered, this is considered proof of delivery by the carrier. To prevent such situations, we recommend requesting a signature from the carrier, which may incur an additional cost. In cases where the tracking link provided by the carrier shows an incorrect address, we can assist you with filing a claim after conducting an investigation.
A claim does not apply:
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If the tracking number shows that it was delivered to the correct address and does not show a picture.
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If the tracking number shows a picture and it matches your customer's house.
A claim applies:
- If the tracking information displays an address that differs from the customer's address on the label.
- If the tracking shows a picture of proof of delivery that does not match your customer's house.
The carrier requires proof to file this claim. Once you provide this proof, we can file the claim.
How to Request a Claim
Please open a ticket HERE and provide the following information If you need assistance filing a claim.
- Tracking #
- Order #
- Proof supporting documents
Is My Claim Applicable?
What Happens When a Claim is Filed
When a claim is filed, you will receive an email notification once it has been reviewed. This email will include a timeline for resolution. Please note that resolution timelines vary between carriers, and LVK is not responsible for these differences. Email notifications will be sent for claims that are approved or rejected.
Can I get reimbursed for a replacement order I sent?
LVK is not responsible for credit for re-shipped orders based on carrier claims.
Can I appeal a denied claim?
If the carrier has denied the claim, we cannot resubmit it for review.
Important Notes Regarding Claims
- LVK will pack your goods following best practices to prepare your orders for travel; however, once the package leaves our facilities, LVK cannot guarantee that items will not arrive late, damaged, or lost in transit.
- LVK only files claims for shipments up to 30 days after the shipping label was generated.
- LVK is not responsible for the carrier's shipping timelines or credit resolutions.
- Please remember that you must cover both labels' costs if you re-ship the order before the grace period ends or if you allow partial on an order.
- During peak season, some carriers will sometimes not scan packages at our facilities. Find our no-scan process HERE.
If you have more questions, submit a request HERE.