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Courier-Specific Time Limits for Credit & Claim Requests

Here’s a quick reference for FlagShip partner couriers. (Always keep your waybills, invoices, and photos handy.)

• UPS
  – Credit requests for service failures: within 15 days of the scheduled delivery date (express only; ground not eligible).
  – Other charge credit requests: within 90 days of the invoice date.
  – Lost package claims: within 9 months of the pick‑up date.
  – Damaged package claims: within 60 days of delivery.
• Purolator
  – Credit requests for service failures: within 15 days of the scheduled delivery date (express only; ground not eligible).
  – Other charge credit requests: within 90 days of the invoice date.
  – Lost shipment claims: within 9 months of the pick‑up date.
  – Damaged shipment claims (visible at delivery): within 60 days of delivery.
  – Concealed damage claims: within 21 days of delivery.
• FedEx
  – Money‑back guarantees for late shipments: not available for express or ground shipments on FedEx accounts.
  – Lost shipment claims: within 9 months of the pick‑up date.
  – Concealed damage claims: within 21 days of delivery.
• DHL
  – Credit requests for late shipments: available only for timed services (e.g., 10:30 a.m., 12:00 p.m.).
  – All claims: within 30 days of the pick‑up date.
• Canpar
  – No credits for late shipments (all services are ground).
  – Credit requests for other charges: within 90 days of the invoice date.
  – Lost shipment claims: within 180 days of the pick‑up date.
  – Damaged shipment claims: within 60 days of delivery.
• GLS
  – Lost or damaged shipment claims: within 60 days of the pick‑up date.
  – Credit requests: within 9 months of the shipment date.

How to Submit a Credit or Claim Request

• To submit a credit request, email support@flagshipcompany.com with your shipment ID, invoice number, and reason for the request.
• To submit a claim request (lost or damaged), use the claim link on our website and attach required documents.

Tip: Act quickly. Start gathering documents as soon as an issue is identified so you don’t miss a deadline.

FAQs About Shipping Credit & Claim Requests

What is a shipping credit?

A shipping credit is a refund of shipping charges when a package is delivered late or when extra fees (e.g., reweigh, address correction) are applied in error. It is different from a shipping claim, which is filed when a shipment is lost or damaged and may include reimbursement for the goods and, in some cases, the shipping charges.

How do I request a shipping credit with FlagShip?

Email support@flagshipcompany.com with your tracking number, invoice, and a brief explanation (late delivery, surcharge review, etc.). Submit within the courier’s specified timeframe to ensure eligibility.

What documents do I need for a shipping claim?

You’ll typically need proof of shipment (tracking number or waybill), proof of value (invoice or receipt), photos of damage (both packaging and contents), and a written description of the issue. Repair estimates or other supporting documents may also be helpful if applicable.

How do I calculate my claim amount?

Use the full invoice value of the item(s). For partial damage claims, include repair estimates or salvage value. If applicable, include shipping charges as permitted by the carrier or insurance terms.

How long do I have to file a shipping credit or claim?

Time limits vary by carrier—from as few as 5–15 days for certain damages or late deliveries, to up to 9 months for some loss claims. Refer to the courier-specific timelines above and submit your request promptly.

Can I track the status of my request?

All shipping credit and claim requests must be submitted through FlagShip — please do not contact the courier directly. Our team manages the process from start to finish, liaising with our partner carriers on your behalf. If you would like an update on the status of your request, simply email support@flagshipcompany.com and we will provide the latest information.

Does shipping insurance affect my claim?

Yes — and especially when you use FlagShip Shipping Insurance, our in-house protection plan, you get full-value coverage and a streamlined experience. Our standard insurance covers up to **$15,000 CAD** for both courier and freight shipments, while **premium insurance** offers up to **$60,000 CAD for courier** and **$100,000 CAD for freight**—all at highly competitive rates starting at **$1.25 per $100 CAD**

With FlagShip Shipping Insurance, you file your claim through us rather than the carrier—giving you personalized support and faster resolution. If you opt not to purchase insurance, you can still file a claim under the carrier’s guidelines, but coverage limits and claim process may be more restricted.

What if I discover concealed damage after delivery?

Act quickly. Many carriers limit the window for concealed damage claims (e.g., 5–21 days). Document both packaging and contents with clear photos, save any evidence, and submit your claim with supporting information before the deadline.

If you have questions about filing a shipping credit or a shipping claim, we’re here to help. Contact us at 1-866-320-8383 or support@flagshipcompany.com.

Note: Courier policies and deadlines may change. The timelines above are provided for general guidance; always confirm the most current requirements for your shipment.