The seller is responsible for making sure sold items are delivered to buyers. If an item is lost or damaged in shipping, the seller is responsible for refunding the buyer’s payment, whether or not the item was insured. We strongly recommend sellers insure all packages over $100 in value and require signature upon delivery.
Buyers should immediately report any damage to packages or contents to the seller and GunBroker. It is important to keep all packaging, including cartons and contents, until the issue is resolved as further inspection may be required. Note that claims procedures and time limits for filing claims differ by carrier.
If you did NOT use the GunBroker Shipping Tool to create a label to ship an item through FedEx or USPS and the item was lost or damaged in transit, please see the process below:
USPS
- In order for the claim to be paid, the shipment must be insured and the value declared-unlike FedEx, they will not pay anything if there is no insurance purchased.
- All claims must be filed within 30 days of the date tendered (scanned into their system) to the USPS-no exceptions. Anything filed after 30 days will be denied by 3rd party or USPS insurance.
- To file a claim, the seller needs to provide the item #, order #, and the tracking number in the support ticket when reaching out to Customer Support.
- To file a claim, please provide the following documentation
- Invoice to show value
- Repairs estimate, if repair is possible
- A signed statement by the shipper describing the nature of the loss (this is provided by us as we are the “shipper on record”)
- Pictures of the damage showing the internal and external packaging, as well as the damage to the item
- Please note: Any USPS shipping labels that are created and unused that are not canceled within 10 days of their creation will not be refundable. Please be sure to cancel any labels that you will not be using within 10 days of their creation. You may do so from the Shipping History by locating the tracking number and selecting Cancel Shipment in the dropdown menu.
FedEx & UPS
- To file a claim for a lost item, we need the item number, order number, and tracking number. We will be able to provide the invoice showing proof of value.
- To file a claim for a damaged item, please provide the following documentation
- item number
- order number
- photos of the outer packaging (all sides showing all the damage)
- photos of the inner packing materials, photos of the item showing the entire item, as well as details of the damage
- any quotes, invoices, or estimates for repair, if possible
- We will be able to provide the invoice showing proof of value
- FedEx and UPS are the only carriers that will pay up to $100 plus shipping for items that are damaged/lost but not insured. We recommend all items ship with insurance and a signature option (direct or adult)
- For items that *are* insured, but shipped with no signature option, FedEx and UPS will deny the claim if the item is marked as delivered.
- All items MUST be scanned into the FedEx/UPS system in order for a claim to be paid. If they have no record of receiving the package, they will not accept liability for its loss or damage. If there are issues with packages not being scanned and lost, we suggest taking the packages to a FedEx/UPS service center and obtaining a receipt for proof that the package was received by a FedEx/UPS employee.
Claims for independently shipped items (those created WITHOUT using the GunBroker Shipping Tool) may be filed at the links below:
- USPS: https://www.usps.com/help/claims.htm
- UPS: https://wwwapps.ups.com/webClaims/create?loc=en_US&report_type=1&WT.svl=PNRO_L1
- FedEx: http://www.fedex.com/us/fcl/pckgenvlp/online-claims/index.html
For shipments made using the the GunBroker Shipping Tool, please see: GunBroker Shipping Tool - Lost/Damaged Item Claims Form