Submit details within 90 days for lost, stolen, or damaged orders—we’ll handle the carrier claim for you.
Submitting a Shipping Claim
We can file a claim to the carrier on your behalf when you submit a ticket to support@cityhive.net. Before contacting us, please have the following information ready:
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Order number
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Original tracking ID
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Affected products
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Quantity of affected products
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Type of claim to be submitted
- Clear photos of product damages
- Proof of communication with the customer
Important Merchant Responsibilities
Please note the following responsibilities and limitations:
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Packaging and handling of all orders are the merchant’s responsibility.
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For lost or stolen shipments, do not submit claims directly to UPS or FedEx for Smart Shipper orders — these must go through us.
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Claims must be filed within 90 days of the shipment date. After this time frame, we are unable to submit a claim.
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Redirecting shipments is not our responsibility. However, if you need assistance, you can reach out to us and we’ll contact the carrier on your behalf.
Types of Shipping Claims
- 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.
- Undelivered or In-Transit Damage - A shipment has not been delivered as expected or is damaged while in the carrier’s possession. We require the original tracking ID and confirmation from the carrier that the shipment was reported as damaged.
- 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.