As your products move through the supply chain—from your facilities to Flexport’s* warehouses and eventually to your customers—there are rare instances where items may go missing or become damaged. Flexport’s product reimbursement policy outlines how we handle these situations and ensure fair resolution.
Claim Types Eligible for Reimbursement
The following claim types may result in reimbursement:
- Order Claims: orders that are not fulfilled correctly or lost/damaged in transit. For all policy specifics, FAQs and other details, please see Order Claims Policy & Guidelines. For guidance on how to submit these claims, please see How to Submit and Manage Order Claims.
- Inbound or Inventory Discrepancies: Issues identified during inbound shipment or inventory processing.
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Damaged Inventory: Products damaged while in Flexport’s care.
Note: Every seller is responsible for preparing their products to withstand shipping rigors. While Flexport offers guidance for best practices, it does not assume responsibility for damages where inadequate packaging was selected.
- Package Auto-Replacement: Orders automatically replaced due to loss or damage.
Reimbursements are processed in accordance with the Terms of Service. Approved credits will be applied to your account and reflected on your next billing invoice.
Have More Questions?
If you have additional questions about our product reimbursement policy or need assistance with filing claims, please contact our Support Team.
*Flexport operates Flexport as a subsidiary; legal agreements are entered into with Flexport as the contracting entity.