--- title: Smart Shipper Claim Process description: This applies only to orders shipped with Smart Shipper. Submit the details within 90 days for lost, stolen, 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 details within 90 days for lost, stolen, or damaged orders, and we’ll handle the carrier claim for you. #### Submitting a Shipping Claim for Smart Shipper We can file a claim to the carrier on your behalf when you submit a ticket to [support@cityhive.net](mailto:support@cityhive.net). Before contacting us, please have the following information ready: - Order number - Original tracking ID - Affected products - Quantity of affected products - 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: - **Packaging and handling** of all orders are the **merchant’s responsibility**. - For **lost or stolen shipments**, **do not** submit claims directly to UPS or FedEx for **Smart Shipper** orders — these must go through us. - Claims must be filed **within 90 days** of the shipment date. After this time frame, we are unable to submit a claim. - **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 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 the original tracking ID and 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. 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