The short version: check your package when it arrives, tell us about any problem within [48 hours] with photos, and we'll sort it out. If we're at fault, we'll refund your shipping and pay up to [US$100] toward the item, or more if you bought insurance.
When to tell us
- Damaged or missing items: within [48 hours] of delivery (or collection from Knutsford Express).
- Package not received: within [30] days of the date it showed as received at our warehouse in your portal.
Late claims may not be accepted, because it gets much harder to work out what happened.
How to make a claim
- Keep everything. Don't throw away the box, packing or damaged item until your claim is settled.
- Take photos of the outside of the box, the shipping label, the packing inside, and the damage.
- Send us your account number, tracking number, photos, and the original receipt by email to claims@shipmitings.com or WhatsApp 876-XXX-XXXX.
- We'll investigate using our warehouse photos, weights and handling records, and reply within [10] business days.
If the box shows damage when it's delivered, note it with the driver and send us a photo right away.
What we pay
If a package is lost or damaged while in our care, we'll:
- Refund the shipping charge for that package, and
- Pay the lower of the item's value on your receipt or [US$100] per package, paid as [account credit or bank transfer].
For partial damage, we may pay the reasonable repair cost instead, up to the same limit. If we pay for an item in full, we may ask you to send it back to us.
Optional insurance
[If offered:] For items worth more than [US$100], add insurance in your portal before the package leaves our US warehouse. It costs [X]% of the declared value, and covers the full declared value against loss or damage in our care.
What isn't covered
- Damage caused by poor packing from the seller, such as fragile items with no padding. We'll flag badly packed items when we see them, and can repack for [JMD $X] if you ask.
- Items missing from a box that arrived at our warehouse already opened or damaged. We note and photograph these on arrival.
- Problems with the product itself, such as wrong size, wrong item or a fault. Take these up with the seller.
- Packages held, seized or destroyed by Jamaica Customs or another authority.
- Prohibited or restricted items (see our list).
- Delays, including missing an event or deadline because a package arrived later than expected.
- Packages after they're signed for at your address, or collected from Knutsford Express.
- Perishable items, cash and other items we don't accept.
Packages sent via Knutsford Express
For deliveries outside Kingston and St. Andrew, we handle the claim if the problem happened before we handed the package to Knutsford Express. For problems after hand-off, we'll help you take it up with Knutsford Express under their terms.
Need to make a claim?
Email claims@shipmitings.com · WhatsApp 876-XXX-XXXX