We recognize that things can go wrong with orders once shipped by Manifest and handed off to the carriers. In these situations, we seek to provide support where we can! Carrier Shipping Claims apply to orders that have already shipped and have tracking numbers.

For these types of issues, you may be eligible to submit a claim for reimbursement. Eligibility depends on the carrier and service used and the specific circumstances of the loss, damage, or issue and is covered in greater detail below.

This article details:

• Shipping carriers and services covered

• Reimbursement coverage types

• Types of shipping claims and eligibility

• How to submit a claim and seek reimbursement

IMPORTANT NOTE: the claims policy and any reimbursements do NOT apply to re-shipments or replacement orders. Re-shipping or sending a replacement to the end customer remains at the brand's discretion!

Shipping Carriers and Services Covered

The following carriers and services are NOT covered and are not eligible for a claim submission regardless of circumstances.

All other domestic and international carriers and services listed in Manifest's rate card are eligible for a claim to be submitted.

*IMPORTANT NOTE: orders shipped through our cross-border (international shipping) partners OpenBorder and Zonos are exempt from Manifest's claim policies and are instead subject to claims eligibility policies. Please reach out to OpenBorder or Zonos for help with claims for these orders!

Reimbursement Coverage Types

Typically, reimbursement against a carrier claim is dependent upon the carrier approving the claim and reimbursing the shipper (in this case, the shipper is Manifest). The claims decision (the carrier approving or denying a claim) takes several weeks.

Manifest is proud to offer "automatic reimbursement" for certain types of shipping claims if eligibility is met!

Here are the two Coverage Types as in the right-most column in Types of Shipping Claims below:

1. Manifest Auto: only if eligible! Manifest submits a claim to the carrier with the hope they'll reimburse us. However, we will automatically reimburse the brand for the claim up to $100 in retail value* for eligible claims submitted! Manifest will not retract the reimbursement even if the carrier does not reimburse us. Approved reimbursements are issued as a credit on your next monthly itemized invoice.

2. Carrier Approval: reimbursement only happens if and when the carrier approves the claim submitted by Manifest and reimburses us.

*IMPORTANT NOTE: Manifest Auto reimbursement only applies on eligible orders for up to $100 of the retail value of an order. For orders with value in excess of $100, the balance is subject to Carrier Approval as above. For example, if you submit a claim for an order worth $500 in value that is eligible for Manifest Auto, we will reimburse you $100 upfront. We will then apply any additional value over $100 reimbursed to us by the carrier if and when approved and reimbursed. If carriers deny the claim, no reimbursement beyond the $100 will be provided to the brand.

Read on below for more details on the Types of Shipping Claims for which coverage type applies. See above for Claim Eligibility.

Types of Shipping Claims & Eligibility

*IMPORTANT NOTE - Damaged in Transit for Liquid Items: leaks, bursts, or broken seals are not eligible unless photo(s) show the primary packaging itself was damaged in transit (e.g. a punctured bottle or broken glass).

**TROUBLESHOOTING RECOMMENDATIONS - Delivered Not Received: for orders showing "delivered" but not received by the end customer, we advise troubleshooting first. Here are a few tips to guide your interaction with the end customer!:

• Check with neighbors

• Check building mailrooms or common areas

• Wait a few days for premature carrier scans (we've seen physical arrival take place multiple days after tracking confirmation as "delivered")

How to Submit a Carrier Shipping Claim and Seek Reimbursement

IMPORTANT: before you submit a claim, please verify eligibility as above!

Submit via the Claim Form!