InterFulfillment works closely with our carrier partners to ensure that all lost or damaged parcel claims are processed efficiently and in accordance with their respective policies. Below is a summary of our internal process and carrier guidelines:
Claim Process Overview
Investigation Initiation
Once a customer lets us know that a parcel is lost in transit, a package investigation is initiated by the InterFulfillment team, carriers may contact the recipient directly to confirm non-delivery. This confirmation is mandatory—without it, we are unable to proceed with the claim.
Proof of Value Requirement
Customers must provide the original manufacturer's invoice for the lost item. Please note that retail or customer invoices are not accepted by carriers for claim submissions.
Timeline for Resolution
Carriers typically take 30 days or more to investigate and approve lost package claims. InterFulfillment will monitor the progress and follow up with updates accordingly.
Insurance Coverage
Shipments sent via Canada Post and UPS are automatically insured for up to $100 CAD per parcel. In the event of a confirmed loss customers will be notified. A credit of up to $100 will be applied to the account once the claim is approved and the credit is issued.
Canada Post Guidelines
When to File: 10 business days after the expected delivery date.
Deadline: Within 90 calendar days from the ship date.
Resolution Time: 10–30 business days.
UPS Guidelines
When to File: As soon as the shipment is confirmed lost.
Deadline: Within 60 calendar days from the scheduled delivery date.
Resolution Time: Typically 7–15 business days.
Communication & Claims Approval
If a package is deemed lost, we will notify you. Once the carrier approves the claim, you will receive confirmation with the shipment reference, credited amount, and corresponding transaction number.