Safe Shipping is only available for shipping labels purchased through Reverb for sellers in the US.
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 guidelines
- Buyer should keep all original packaging until the claim has been resolved.
- Claims for lost packages cannot be filed within 7 days of shipment for domestic orders or within 14 days of shipment for international orders.
- 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. Only orders under $100 can remove the signature requirement on labels with Safe Shipping.
- 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.
- Safe Shipping is not available for international shipments more than $2,500.
FAQs
How do shipping labels on Reverb work?
When you sell an item on Reverb, you can purchase a discounted shipping label through Reverb from popular carriers like USPS, UPS, and FedEx. When you purchase a shipping label through Reverb, you also have the option to purchase Safe Shipping for extra protection. From there, you simply print out the label, put it on the box, and drop it off with the carrier. Read more about shipping labels on Reverb.
I purchased a shipping label through Reverb, but opted out of Safe Shipping, and my shipment got damaged. What should I do?
As long as the buyer reported issues within 7 days of delivery, we expect the seller to work with the buyer on a proper resolution, such as a partial refund for repairs or a return for a full refund. If Safe Shipping was not purchased, the order does not qualify for a claim payout from Reverb or the carrier. Read more in our Help Center.
Will I need to be involved after a Safe Shipping claim has been filed?
Yes. After you file a Safe Shipping claim, our team will email you and your buyer within five business days. Both you and your buyer will be involved in the process as we sort things out. What we need from you will depend on the situation. For example, if the gear can be repaired, we'll work with you or the buyer to make sure the repair costs are covered. In some cases, we may also need a repair estimate from a technician.
How much does Safe Shipping cost?
When you purchase a shipping label through Reverb, you can add Safe Shipping for an additional 1% to 3.5% of the item’s sale price, depending on the type of gear and its destination. The cost of adding Safe Shipping will be displayed when going through the shipping label creation process.
How can I ensure I’m packing my gear safely?
We’ve created this Shipping Guide, which outlines ways to safely pack all kinds of gear like guitars, drums, amps, and more. You can even purchase shipping boxes through the Reverb Essentials Shop.
How does Safe Shipping work when my item is sold as-described?
If you purchase a Reverb label with Safe Shipping and the item is damaged in transit, Reverb will help cover the cost of the repairs for your buyer. If the buyer chooses not to repair and keep the guitar, we’ll get the gear shipped back to you and cover the cost of repairs so that you can get it relisted. When an item arrives damaged, the buyer is entitled to a refund, even if you sold it “as-described.”