ShipInsure & Terpene Warehouse

ShipInsure FAQs

How do I file a claim with ShipInsure?

If you have purchased ShipInsure Package Protection, you'll receive an email from ShipInsure after your order is complete. This email will contain instructions on how to file a claim, along with your unique ShipInsure ID number (starting with SI).

In case you did not receive an email from ShipInsure, here's how you can file a claim:

• Visit ShipInsure’s website and navigate to the File a Claim page.
• Provide ShipInsure with your Email and Order Number.
• Select the relevant items, Issue, and your Requested Resolution for the claim.
• Finally, provide us with information about your claim in the "Tell us what happened" section.

The ShipInsure team will review your claim and get back to you within 24 hours.

How does ShipInsure resolve a claim?

ShipInsure offers two methods of resolution for approved claims: Reship and Refund.

If you choose Refund as your preferred resolution and your claim is approved, please note that refunds are typically processed within 2 business days. However, the exact timeframe may vary depending on your payment method. The refund will be processed back to your original payment method.

If you choose Reship as your preferred resolution and your claim is approved, ShipInsure will take care of processing a reorder for you. You will receive an order confirmation email once the reorder is placed on your behalf.

How long do I have to file a claim?

Claims must be submitted within 14 days of the package's date of delivery per the tracking details.

Not finding your question?

Check our FAQ and Help Center resources for more.