Claim Investigations Department

Sometimes the unexpected happens. We are committed to assisting you in any way possible to resolve your delivery claim issues. It is our goal to ensure our customers are receiving their packages. If not, we want to determine the problem so we can prevent it from happening in the future.

• To report a problem with a package, please contact ShopHQ Customer Service at 1-800-676-5523, 8am-9pm CST, Monday through Friday or 9am-5pm CST, Saturday and Sunday.
• The Claim Investigations Department investigates all delivery claims for packages not received, tampered/damaged, empty, lost in stream, or short-shipped.
• All problems must be reported within 45 days of the invoice date. Delivery claims are time-sensitive because of the time restraints in which a claim must be filed with the carrier.
• If additional information is necessary to process your claim, we may send additional forms to you via mail, email or fax, which will assist us further in our investigation process to help minimize these losses.
• You may also check with your neighbors, landlord, family members, or any other person who may have received your delivery. Search the area surrounding your residence as your carrier may have selected a place in which your package will not be damaged by weather or other factors.
• Please allow 5-7 business days for forms to arrive in the mail, 1-2 business days to receive via email and fax. If you do not receive your claim forms, please contact our Claims Investigation Department or Customer Service. If we do not require additional information to process your claim, a credit will appear on your account within 5-7 business days.
• Should claim forms be sent to you, please read them carefully and return the fully completed forms to us via mail, email or fax. The sooner the claim forms are returned, the sooner we can complete the investigation and process your refund.
• Once the claim forms have been received, please allow 2-3 business days for resolution and the credit to appear. If you have an email address on file, you will receive an email confirmation of the refund issued.
• In order to prevent and mitigate losses, the Claims Investigations Department works diligently to investigate various delivery claims with our carriers. If you are contacted by one of our carriers, your cooperation is vital to a successful investigation.