Flexport* allows sellers to issue removal orders for their inventory to any location within the contiguous U.S. This guide explains the claims policy for removal orders, including claim types, filing timelines, and resolution processes.
Filing a Removal Claim
Sellers have up to 7 calendar days from the final delivery date (30 calendar days during Peak Season, 11/15–01/15) to file a removal claim with our Support Team.
Note: This timeline differs from order claims. For more details, refer to Flexport’s Order Claims Policy.
Claim Types and Policies
1. Removals to Amazon FBA or Other Fulfillment Centers
- Flexport does not recommend issuing removals directly to Amazon FBA centers or other fulfillment centers where your team is not present.
- Sellers who choose to send inventory directly to an Amazon warehouse do so at their own risk.
- Flexport is not responsible for non-compliance fees related to packaging.
- Claims cannot be filed for removal orders marked as delivered but not found at the destination.
Important: All removal orders routed directly to Amazon FBA or other fulfillment centers are considered “ship at own risk.” Sellers waive their right to file claims for these shipments once they are marked as delivered.
2. Short-Ships
Short-ships occur when fewer units are sent than originally ordered in the removal request. This may appear in your Seller Portal as a Partial Stockout.
- Common causes include:
- Errors during initial inbounding (miscounting inventory).
- Separate issues related to inventory counts requiring investigation.
If this occurs:
- Create a support case in your Seller Portal.
- Our team will investigate with the fulfillment center.
3. No Tracking Movement
If a removal order is stuck or damaged in transit and shows no carrier movement for 7 calendar days:
- Create a Support case with our team.
- Flexport will contact the carrier to inquire about the shipment status.
If the carrier considers the package lost:
- Flexport will reimburse the wholesale value of the units sent and file a claim on your behalf.
4. Delivered but Lost
If removal orders are marked as delivered but cannot be located by the recipient:
- Contact Flexport within 7 calendar days of the delivery date.
If Flexport provides Proof of Delivery (POD) verifying that the shipment was sent to the correct location:
- The claim will not be honored.
5. Delivered Damaged
If removal orders are delivered damaged:
- Contact Flexport within 7 calendar days of delivery.
- Provide valid documentation, including:
- Signed Proof of Delivery noting damage.
- Proof of individual products damaged (e.g., photos).
If sufficient evidence is provided, Flexport will honor the claim.
Additional Notes
For eCommerce fulfillment, packages may experience marking, creasing, or light dirt due to normal handling conditions. Flexport recommends preparing products and packaging to withstand small falls and outer packaging damage. For more details, refer to Preparing Your Product for Flexport’s Fulfillment Center.
Have More Questions?
If you have additional questions about submitting order claims or need further assistance, please submit a request to our Support Team.
*Flexport operates Deliverr as a subsidiary; legal agreements are entered into with Deliverr as the contracting entity.