--- title: Smart Shipper Claim Process description: This applies only to orders shipped with Smart Shipper. Submit the details within 90 days for lost or damaged orders, and we’ll handle the carrier claim for you. --- [Skip to content](https://support.cityhive.net/shipping-claim#main-content) [Contact Us](https://support.cityhive.net/kb-tickets/new?hsLang=en) [Customer portal](https://support.cityhive.net/tickets-view?hsLang=en) ![City Hive Logo-2.png\]](https://support.cityhive.net/hs-fs/hubfs/City%20Hive%20Logo-2.png?width=62&height=60&name=City%20Hive%20Logo-2.png) Open main navigation Close main navigation - [Contact Us](https://support.cityhive.net/kb-tickets/new) - [Customer portal](https://support.cityhive.net/tickets-view) We're here to help! - There are no suggestions because the search field is empty. 1. [City Hive Support](https://support.cityhive.net/?hsLang=en) 2. [Orders - Need Help?](https://support.cityhive.net/orders-need-help?hsLang=en) # Smart Shipper Claim Process ## This applies only to orders shipped with Smart Shipper. Submit the claim within 90 days for lost or damaged orders, and we’ll handle the carrier claim for you. #### [Types of Shipping Claims](https://support.cityhive.net/shipping-claim#types-of-shipping-claims) 1. **Lost Shipments -** This type of claim should be filed to recover the value of a package that was not delivered and cannot be located. Claims can be submitted when tracking shows the package as lost in transit, but only **21 days after** the shipping date. 2. **Undelivered or In-Transit Damage -** A shipment has not been delivered as expected or is damaged while in the carrier’s possession.We require confirmation from the carrier that the shipment was reported as damaged. 3. **Delivered and Damaged Shipments -** Packages that have been marked as delivered by the carrier but arrive with visible damage to the products. We need confirmation of the damage in the tracking details. Please include **clear photos** showing the product damage. #### [Submit a Shipping Claim](https://support.cityhive.net/shipping-claim#submit-shipping-claim) 1. Begin by opening the full order page for the order in question 2. Click Submit Claim at the top right ![Screenshot 2026-11-03 at 5.57.45 PM](https://support.cityhive.net/hs-fs/hubfs/Screenshot%202026-11-03%20at%205.57.45%20PM.png?width=106&height=33&name=Screenshot%202026-11-03%20at%205.57.45%20PM.png) 3. A pop-up will appear with the order information already filled in 4. Select the type of claim you’re submitting: **Loss** or **Damaged** Loss Claims -Please provide specific details explaining how or why the package was lost  ![Screenshot 2026-11-03 at 7.29.39 PM](https://support.cityhive.net/hs-fs/hubfs/Screenshot%202026-11-03%20at%207.29.39%20PM.png?width=563&height=148&name=Screenshot%202026-11-03%20at%207.29.39%20PM.png) Damaged Claims - Describe the damage and its likely cause, if known, and upload any photos or other evidence that can support the claim ![Screenshot 2026-11-03 at 6.02.39 PM](https://support.cityhive.net/hs-fs/hubfs/Screenshot%202026-11-03%20at%206.02.39%20PM.png?width=571&height=298&name=Screenshot%202026-11-03%20at%206.02.39%20PM.png) 5. Once everything is filled out, click **Submit** at the bottom of the pop-up ![Screenshot 2026-11-03 at 7.33.14 PM](https://support.cityhive.net/hs-fs/hubfs/Screenshot%202026-11-03%20at%207.33.14%20PM.png?width=77&height=42&name=Screenshot%202026-11-03%20at%207.33.14%20PM.png) **Important Merchant Responsibilities** Please note the following responsibilities and limitations: - **Packaging and handling:** Merchants are responsible for properly packaging and handling all orders. - **Lost or stolen shipments:** Claims for Smart Shipper orders must be submitted through us. Please don’t file claims directly with UPS or FedEx**.** - **Claim deadline:** Claims must be filed within 90 days of the shipment date. We’re unable to submit claims after this window. - **Redirecting shipments:** Redirecting shipments is the merchant’s responsibility, but if you need help, just reach out and we’ll contact the carrier on your behalf. - [Get Set Up](https://support.cityhive.net/get-set-up?hsLang=en#main-content) - [Create Your Merchant Account](https://support.cityhive.net/get-set-up?hsLang=en#create-your-merchant-account) - [Configure Your Settings](https://support.cityhive.net/get-set-up?hsLang=en#configure-your-settings) - [Launch Your Website and App](https://support.cityhive.net/get-set-up?hsLang=en#launch-your-website-and-app) - [Marketplace Integrations](https://support.cityhive.net/get-set-up?hsLang=en#marketplace-integrations) - [Orders - Need Help?](https://support.cityhive.net/orders-need-help?hsLang=en#main-content) - [Shipping](https://support.cityhive.net/orders-need-help?hsLang=en#shipping) - [Delivery Optimization](https://support.cityhive.net/orders-need-help?hsLang=en#delivery-optimization) - [Digital Gift Cards](https://support.cityhive.net/orders-need-help?hsLang=en#digital-gift-cards) - [Inventory Management](https://support.cityhive.net/inventory-management?hsLang=en#main-content) - [City Hive POS](https://support.cityhive.net/inventory-management?hsLang=en#city-hive-pos) - [Set Up and Sync](https://support.cityhive.net/inventory-management?hsLang=en#set-up-and-sync) - [Update Product Information](https://support.cityhive.net/inventory-management?hsLang=en#update-product-information) - [Standard Inventory Management](https://support.cityhive.net/inventory-management?hsLang=en#standard-inventory-management) - [Customize Your Website & App](https://support.cityhive.net/customize-your-website-app?hsLang=en#main-content) - [Creating and Editing Pages](https://support.cityhive.net/customize-your-website-app?hsLang=en#creating-and-editing-pages) - [Graphics & Design](https://support.cityhive.net/customize-your-website-app?hsLang=en#graphics-design) - [Content Organization](https://support.cityhive.net/customize-your-website-app?hsLang=en#content-organization) - [Promotions](https://support.cityhive.net/promotions?hsLang=en#main-content) - [Promotions](https://support.cityhive.net/promotions?hsLang=en#promotions) - [Wine Clubs](https://support.cityhive.net/wine-clubs?hsLang=en#main-content) - [Wine Club](https://support.cityhive.net/wine-clubs?hsLang=en#wine-club) - [Marketing & Customer Engagement](https://support.cityhive.net/marketing-customer-engagement?hsLang=en#main-content) - [Email, Push & SMS Marketing](https://support.cityhive.net/marketing-customer-engagement?hsLang=en#email-push-sms-marketing) - [Customer Acquisition & Management](https://support.cityhive.net/marketing-customer-engagement?hsLang=en#customer-acquisition-management) - [Autopilot](https://support.cityhive.net/autopilot?hsLang=en) - [Events](https://support.cityhive.net/events?hsLang=en) - [Overview & Reports](https://support.cityhive.net/overview-reports?hsLang=en) - [Payments & Billing](https://support.cityhive.net/payments-billing?hsLang=en#main-content) - [Transactions](https://support.cityhive.net/payments-billing?hsLang=en#transactions) - [Payments](https://support.cityhive.net/payments-billing?hsLang=en#payments) - [Disbursements](https://support.cityhive.net/payments-billing?hsLang=en#disbursements) - [Chargebacks](https://support.cityhive.net/payments-billing?hsLang=en#chargebacks) - [Ads & Analytics](https://support.cityhive.net/ads-analytics?hsLang=en#main-content) - [Analytics](https://support.cityhive.net/ads-analytics?hsLang=en#analytics) - [Ads](https://support.cityhive.net/ads-analytics?hsLang=en#ads) - [FAQs](https://support.cityhive.net/faqs?hsLang=en) [![Chill listening crop-3](https://support.cityhive.net/hs-fs/hubfs/serviceorg-normal.png?width=26&height=24&name=serviceorg-normal.png "Chill listening crop-3")](http://cityhive.net) City Hive Help Center Copyright © 2026, City Hive, Inc.