Damaged Package Claim Walkthrough
Package arrived broken. Here's the exact claim path — what to photograph, when to file, and what gets reimbursed vs. denied.
First 24 hours after delivery
- Photograph the outer box BEFORE opening fully. Damage to outer packaging is the strongest evidence of carrier mishandling.
- Photograph contents in original packaging. If item box is damaged, photograph that too.
- Photograph the damaged item itself — multiple angles, close-up of damage, full item view.
- Note the delivery driver's name and time if possible. Carriers verify against driver records.
- Save all packaging until claim is paid. Carriers may request to inspect.
Carrier claim filing
| Carrier | Where to file | Decision time |
|---|---|---|
| DHL Express | mydhl.express.dhl claim form | 10–30 days |
| FedEx | fedex.com claim portal | 5–7 days for routine; 30+ for high-value |
| UPS | ups.com/claims | 10 days typical |
| USPS | usps.com/help/claims | 5–10 days domestic; 60+ days international |
| Aramex | Through your forwarder (Selectido files for you) | 14–30 days |
Common claim denials
- "Inadequate packaging" — carrier's go-to denial. Selectido's repacking guarantee covers this: we provide the original Selectido-repackaged photo + invoice to override the denial.
- "No declared value" — if you didn't pay for declared-value coverage, payouts are limited to $9.07/lb (FedEx) or similar. Always declare value for items over $100.
- "Damage not consistent with shipping" — manufacturer defects aren't claimable against carrier. Photo evidence helps.
- "Past claim window" — file within 7 days of damage to be safe.
Selectido's repackaging guarantee
Every Selectido outbound shipment is repackaged with carrier-rated materials. If your package arrived in our packaging and got damaged, we have photo proof of intake condition — meaning we can override most "inadequate packaging" denials. Most forwarders can't do this.
Frequently asked
How long do I have to file a damage claim?
DHL/FedEx/UPS: 21–30 days. USPS: 60 days domestic, 180 international. Always file within the first week to preserve evidence.
Will my forwarder file the claim for me?
Selectido does. We submit, follow up, and escalate to ombudsman if denied. Most competitors won't.
Can I get full retail value back?
Only if you paid for declared-value coverage matching the item's purchase price. Without it, you get carrier minimums (around $100 or $9/lb).