Damage and Lost in Transit Claims
While we do our very best to provide an Everlasting Experience there are things in the world of logistics that are inevitable to name a few - damages, losses, and order errors. Below we will go over these scenarios and what to do in these instances.
So that we can best advocate the claims process with couriers please be sure you’re advising your customer’s to follow these simple steps to increase our chances of a positive resolution:
- Report damage immediately
- Keep the packaging: or take photos upon arrival
Damaged/Loss Claims Process:
- Immediately file a claim using our claims form - Everlasting Love Fulfillment Claims Form.
- ELF will file claim with respective courier
- Claim decision reached
- ELF notifies you of decision
- If claim is approved you will receive credit on your next invoice
Claim Requirements
Things to know:
- ELF will not credit costs for damages or losses incurred by couriers; the decision of the claim is 100% up to the courier.
- Claim decisions can take up to 30 days.
- ELF insures all packages up to $50.
- If you are shipping orders with a value of greater than $50 we recommend you purchase additional insurance. ELF cannot provide credits for values over $50 if the order does not have additional insurance (To learn more about adding additional insurance please reach out to your client relationship manager).
- ELF will not file lost in transit claims or offer credit for orders marked as delivered.
- ELF will not file claims for international orders that are marked “Arrival in Destination Country”
- ELF does not contact parcel carriers to discuss tracking updates. Unfortunately, carriers cannot provide any further information from what is applied and shown on their tracking portal. We recommend that you have your customer reach out to the respective couriers for updates beyond what is shown on the website.
- In instances of no carrier tracking, since packages are not scanned out of ELF immediately upon pickup, their support does not have visibility of whether this shipment is in their possession, updates can take up to 72 hours, and in some cases we may not see the first scan until the package reaches its delivery city.
- All claims filed through ELF for packages lost or damaged in transit must be filed within 90 days of the original ship date. Any claims submitted after this time frame will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by the carriers.
- You can create a reshipment in the system if needed - please reach out to your client relationship manager for assistance.
- We do not cover the shipping or reshipment costs for the lost/damaged items.
- We can only provide credit for the order value at the time it was fulfilled as couriers use the value on the sales order to determine credit.
- APO/FPO/DPO addresses are considered international by the carriers and are held to the 30-day tracking requirement before moving forward with a lost in transit claim.