Ship Sticks insures the complete loss of a shipment or any physical damage that has occurred to a shipment while in transit. For items not shipped in a box, the outside casing is considered the shipping container and will not be insured. Ship Sticks and its logistics partners are not liable for damage to or loss of protruding parts such as wheels, straps, pockets, handles or other items attached to a travel case or bag. Should you need to submit a claim, below is a brief overview of the process and what may be required from you.
Filing a Claim
Your claim must be submitted online within 10 days of the delivery date. Upon receipt of all required documentation, the claim will be filed with our 3rd party insurance carrier by a Claims Manager. If additional documents are required, a member of our Claims Department will contact you via phone or email.
Below is a list of photos that will be required for the submission of a claim. Contact our customer support team should you have any questions or concerns regarding the required photos.
a) A photo of the original shipping label with the tracking number visible and legible.
b) A photo of the hard case, soft case or box that was used for shipping with the original shipping label attached. Please ensure the image includes the entirety of the hard case, soft case or box.
c) A minimum of two photos of the damage that occurred while your shipment was in transit. Photos must include the make/model/brand of the damaged item(s). For missing item(s), proof of damage to the outer packaging (hard case, soft case or box) will be required in order to process your claim.
d) Proof of value in the form of a receipt, repair quote or screenshot of the item including the price with the entire URL from a webpage. Golf club shafts that are broken will require a reshaft or replacement cost of the shaft ONLY.
Claim Approval or Denial
Our 3rd party insurance carrier will determine if your claim has been approved or denied. The decision to approve or deny a claim is based on the claims documentation submitted on the online claims form and is determined by photo inspection. That said, please be straightforward as to the severity of the damage. Once the claim has been filed, it cannot be altered. All decisions determined by our 3rd party insurance carrier are final.
Once the claim has been approved and paid by our 3rd party insurance carrier, Ship Sticks will mail a reimbursement check to the address provided on the claims form. Please be advised that the claims payment may differ from the original amount requested. The final amount paid is not negotiable.
The length of the claims process can vary and may take up to 30 days to complete from the time our claims team has all of the required documentation to file the claim with our 3rd party insurance carrier. Should you have any additional questions with regards to your claim or need assistance completing the Ship Sticks online Claims Form, please do not hesitate to contact a Ship Sticks Customer Support Representative.
To find our online claims form, please click this link: https://www.shipsticks.com/claims