Order cancellation is handled by the merchant who sold the product, rather than ShipInsure or the carrier. If it's not too late to cancel the order, you can typically contact the merchant on their website and/or by email.

In some cases, ShipInsure may require a police report when the customer's package is marked as "delivered" but not present at the residence. If ShipInsure has asked you to provide a police report, consider the following: Submitting a police report is usually a simple online process that is free of charge. The report should detail the missing items and include a note that ShipInsure is a package protection company that has protected the customer's package that is missing/stolen.

Yes! If a claim is approved for a reship, you do not need to pay again for shipping fees. If a claim is approved for a refund, the shipping fees from the order will also be refunded.

We know that filing a claim can be a stressful experience, so our team works hard to make it as smooth as possible. Most of our claims are expected to be resolved within 1 - 2 business days.

If you have made a purchase that included ShipInsure protection but you did not want to pay for our services, please let us know as soon as possible. If the package has not yet shipped when we receive your message to cancel the insurance, ShipInsure can refund the ShipInsure fee. Once the item has shipped, ShipInsure is already protecting the package and cannot provide a refund to the customer.