We know how important your mail is, and we take great care in preparing and handing off your shipments to trusted carriers. Once your mail/package leaves our facility, it's in the care of the shipping carrier you selected (USPS, FedEx, UPS, DHL, etc.).
If something goes wrong in transit—whether it’s a delay, loss, or damage—here’s how we can help:
File a Claim with the Carrier for Loss or Damage
Each carrier has its own process for handling claims. If you purchased insurance during shipping, we can ask for that amount in the claim. To get a claim started, please send all the info in one email including:
Tracking Number & Shipment ID: This is essential for identifying the shipment.
Shipping Date: This helps determine if the claim is within the allowable timeframe. For example, USPS will only allow claims for items that have been missing for more than six months.
Recipient Address
Reason for Claim: Specify why you're filing the claim (e.g., missing, damaged).
Proof of Value: Provide documentation (like a receipt) to demonstrate the value of the lost item.
Images of damaged box exterior: This is important and a claim will be denied by the shipper without this)
Images of the damaged item
Missing or Delayed Shipments
Once we hand over your package to the shipper, we rely on the shipper to fulfill their obligations and make sure the package and your items are delivered to you safely, securely, and on time. In the event that does not happen, we will contact the shipper if it is a trackable shipment (that is sent via a trackable method) to locate the shipment and get tracking updates.
A Few Notes to Keep in Mind:
U.S. Global Mail does control how third-party carriers handle packages once they’ve left our facility.
For high-value items, we recommend adding insurance during the shipment process for extra peace of mind.
We’re always here to assist and will do everything we can to support you if issues arise during transit.