We are happy to assist with filing claims for lost or damaged packages when our labels are used!
For claims regarding lost or damaged outbound orders that were not shipped with one of our labels, please visit our Package Protection page.
Claim submission form:
Claims for Lost or Damaged Shipments - Redo Label Claims
The carrier decides whether they will cover the value of the lost or damaged items, not Redo. However, we can submit a claim with the carrier on your behalf.
Please fill out this survey for each order that requires a claim:
We review submissions and submit them to the appropriate carrier twice a week.
Claims typically take 1–2 weeks to be processed by the carriers. Please allow at least that amount of time before following up.
We will keep you updated on the claim’s status via the email you provide in the survey or through the chat where the claim was opened.
Claims Decisions - How Will You Be Compensated?
Carriers have specific criteria for approving claims. In the large majority of cases, they only refund up to $100 plus the price of the label.
If the amount is less than $100, they will approve the cost of the item, not the price paid by the customer. The cost of the item is typically 60% of the price for apparel and 80% of the price for all other items. This can vary by carrier.
Maximum refund amount per claim: $100 + label costs
If your claim is successful, we will facilitate a refund via Stripe and send you a screenshot of the transaction in your chat or email.
If the carrier denies the claim, we recommend refiling directly with the carrier.
Unfileable Claims - Unused Labels
Carriers will not approve claims for unused labels.
If the carrier's tracking information indicates that the label was never used, Redo will not be able to file a claim unless there is direct evidence of a handoff to the carrier, such as a receipt, photo, or signature.
Please contact Redo Support via the chat widget in your Redo dashboard, or email us at support@getredo.com with as much supporting evidence as possible.