What to Do If You Have a Lost or Stolen Package
There are a few reasons why a parcel does not make final delivery. Let’s take a look at the most
common scenarios.
A Shipment Was Lost in Transit
If your shipment tracking has not been updated in a few days, the package may have gone
missing while in transit. It could also have been misplaced at a sorting facility. We recommend
contacting the carrier for an update. Gym Pros is a wholesaler of fitness equipment, and we are
not a retailer. Gym Pros offers many shipping options through a third-party broker that
coordinates the shipment of your order from our warehouse to you. Once a product ships Gym
Pros is not liable for any lost shipments. If your shipment was lost in transit, you must submit a
claim with the carrier. Gym Pros will not be able to contact or submit the claim on your behalf.
Shipment Arrived Damaged
As stated above, Gym Pros is not liable for any damaged shipments as we are a wholesaler, not
a retailer, and any shipping options are through a third-party broker. You must file your claim
within 24 hours of delivery.
Customers must accept delivery of the shipment to file a claim. If the product is refused, it will be
automatically sent back to our warehouse. A refund minus a 30% restocking fee and shipping
fees will be processed.
For claims worth $100 or more, you’ll need to provide documentation of the issue. It can take
30-120 days to resolve a freight claim. The sooner you get things moving, the better. Deadlines
vary by carrier and state.
How To File a Claim
How long do you have to file the claim? You have 24 hours after delivery to file a loss or
damage claim, but the quicker you can file a claim. Keep your shipment in the condition it was
delivered until the claim is resolved. Failure to do so will result in the claim being denied.
When a claim is submitted, the carrier has 30 days to acknowledge receipt of the claim;
therefore, it is not necessary to follow up with a carrier on the status of a claim before 30 days
has elapsed (and it won’t change anything). Note that acknowledgment of receipt is not the
same as a settlement. If after 30 days have elapsed and you have not received communication
from the carrier, you can then go ahead and follow up with the carrier.
The general guideline for carriers to settle claims is 120 days. Keep in mind, however, that 120
days is simply a guideline. There is no government regulation requiring that claims be settled in
120 days. If the claim hasn’t been settled in 120 days, the carrier must notify the claimant
(that’s you) in writing every 60 days with the claim’s status. They can continue notifying you
every 60 days as long as necessary. If 120 days have elapsed and the carrier has sent no
communication, it is okay to follow up on the claim’s status. However, it is essential to note that
the carrier then has 30 days to respond to your request for an update.
As you can see, the carrier claims process can be lengthy, so we recommend purchasing
shipping insurance, as the claim process can be significantly shorter.
Shipping Insurance
While most shipments arrive at their destinations on time and intact, there are still inherent risks
with shipping goods. These days more consumers are comfortable buying high-value products
through eCommerce, and with that purchase, the option to protect their investment. Shipping
insurance is a policy a customer can purchase to get reimbursed for shipments that are lost,
stolen, or damaged in transit with a courier. Most couriers cover domestic shipments with a
value of up to $5000USD against damage or loss by default. Depending on the carrier, the
insurance cost can range between 4%-10% of the purchase value. For more information,
contact us at support@gympros.com.
Claim Forms
Road Runner Freight | Click Here
https://freight.rrts.com/Tools/Claims/Pages/Download-Claims-Form.aspx
Custom Co Freight | Click Here
https://customco.com/pdf/Claim_Form.pdf
XPO Logistics | Click Here
