This article only pertains to users in the USA. For more information on related international shipping topics, read our International shipping guide.
With Safe Shipping, any item that got damaged and reported within 7 days of delivery, or got lost in shipping, is covered. Our Resolutions Team will work with you to quickly resolve the issue. Safe Shipping can be applied to shipping labels at purchase. If a shipment is damaged or lost, contact Reverb Support to open a Safe Shipping claim.
To open a Safe Shipping claim:
- Contact Reverb Support to file the claim within 7 days of delivery, or if your package is confirmed to be lost.
- A Resolutions Specialist will contact you by email to gather additional information and begin the claim process.
Our Resolutions Team will request photo and/or video documentation to help with evaluation (when necessary). You can send this documentation through Reverb messages ahead of time, which our team can also see.
Safe Shipping is only available for shipping labels purchased through Reverb.
Safe Shipping guidelines
- Buyer should keep all original packaging until the claim has been resolved.
- Claims for lost packages cannot be filed within 15 days of shipment for UPS or within 30 days of shipment for USPS.
- Safe Shipping applies only during transit from your premises to the shipping destination.
- Reimbursement will not be provided when loss or damage is the result of improper, inadequate, or unsafe packaging This shall be determined at Reverb's sole discretion. See the FedEx general packing guidelines, UPS packaging guidelines or USPS preparing packages page for tips on preparing your package. A flight case or other similar hard case is not sufficient packaging.
- Reverb will assist with determining if an item can be repaired and may provide an estimated repair cost based on previous repairs we’ve covered. Reverb reserves the right to cover the cost of repairs when the cost of damages does not exceed the value of the item.
- The maximum reimbursement will not exceed the declared value when Safe Shipping is purchased.
Important Safe Shipping stipulations
- Signature requirement is mandatory on all labels with Safe Shipping for orders above $100.
- Buying Safe Shipping is required when purchasing a shipping label on Reverb for items with a sale price between $1,500 USD and $10,000 USD.
- Neither Safe Shipping nor shipping labels on Reverb are available for items with a sale price of $10,000 or more.
- For international shipments, Safe Shipping and shipping labels on Reverb are unavailable for orders exceeding $2,500.