How do I ensure I am eligible for a damage claim (if any)?

To be eligible for a damage claim:

Opt for insurance when making your shipment order.

If you decide to pack your items on your own:
Ensure that your package is sufficiently packed for transit.
Take and keep photos of how your items were packed before transit (internal & external).

Inform JustShip about the damaged items and provide information required within 7 days of the delivery date of your shipment.

How much will I be compensated if my shipment was damaged?

Compensation amount will be assessed after all evidence of damage has been reviewed.

If insurance was purchased, the declared value of your package will represent JustShip's maximum liability for your shipment.
If your package was found to be insufficiently packed, you will not be eligible to claim for damage.

What do I need to do if my package arrived damaged?

When a package is damaged, we will need to look into whether the damage was caused by mishandling during transit, or due to insufficient packing.

If you have purchased insurance and believe the damage was caused by mishandling during transit, you may file for a damage claim.

To file for a damage claim, you will need to provide clear picture evidence of the damaged parcel and item.


Checklist of Photos to Provide:

Outer packaging at all possible side with clear damage. Full view and damage view.


Inner packaging. Full view and damage view.


Content condition. Full view and damage view.


Once you have ensured pictures are sufficiently taken, do reach out to us via email within 7 days after the delivery of your shipment and we will send over a damage claim form to be filled out. Kindly include the following subject title:
Shipment ID | Tracking Number | Damaged Shipment - Packed by JustShip / Not Packed by JustShip

eg. 240212A199R01 | 77998866521 | Damaged Shipment - Not Packed by JustShip


Estimated timeline ⌛
Our team will follow up with the claim request via WhatsApp/email.
Depending on the severity of damage, claim amount and complexity of the investigation, damage claim process may take 14 to 65 days to finalize.

Updated on: 16/06/2025