Overview

Occasionally, a shipment may be lost, damaged, or mis delivered while in transit. When this happens, Mountainy manages the carrier claim process on your behalf.

Because all shipments move through Mountainy’s carrier accounts, claims must be filed directly by our team. We handle the investigation, documentation collection, carrier submission, follow-up, and reimbursement tracking internally.

This article outlines:

• What qualifies as a carrier claim

• What information is required to initiate the process

• Which carriers are eligible

• Timeline expectations

• How reimbursements are handled

While we actively pursue all eligible claims, carrier approval is not guaranteed. Each claim is subject to carrier review, documentation requirements, and filing window limitations.

Understanding this process upfront ensures faster resolution and sets clear expectations for how transit-related issues are handled.

What Qualifies for a Carrier Claim?

Mountainy may file a carrier claim when the shipment issue falls into an approved transit-related category.

Shipments sent via UniUni, Amazon Shipping, UPS, and FedEx may qualify for a carrier claim if they meet the approved criteria.

At this time, we are unable to file claims for USPS shipments. In those cases, the recipient must contact USPS directly. We are currently working on obtaining approval to submit USPS claims in the future.

The most common claimable scenarios include:

Shipments Lost in Transit

A shipment may qualify as Lost in Transit when tracking shows:

• No transit scan or movement for 7 consecutive days, or

• The shipment is 7 days past the expected delivery date with no tracking updates.

  

Once either of these conditions is met, the shipment may be reviewed for claim eligibility.

Lost-in-transit claims are generally the most straightforward to file and have a strong approval rate when supported by carrier tracking history. All lost shipment determinations are based on carrier tracking data and claim window limitations.

Damaged in Transit

A shipment may qualify as Damaged in Transit when the package arrives with visible damage caused during carrier handling.

To file a damage claim, clear photo documentation is required.

The following must be provided:

• Photos of the damaged product(s)

• Photos of the exterior packaging as it arrived

• Photos showing any visible carrier-related damage (crushed corners, tears, punctures, water damage, etc.)

All damage must be clearly visible in the photos. If the damage cannot be verified through documentation, the carrier may deny the claim.

Once sufficient photo documentation is received, Mountainy will file the claim

Misdelivery (Delivered to Incorrect Address)

A shipment may qualify as Misdelivery when tracking shows “Delivered,” but the package was delivered to the wrong address.

To evaluate a misdelivery claim, Mountainy will:

• Review the carrier’s Proof of Delivery (POD) photo

• Cross-reference the delivery photo with the customer’s confirmed delivery location

  

To proceed, we require:

• A photo of the customer’s front door or normal delivery location

• Any additional documentation showing the delivery location does not match the carrier’s photo

The carrier’s delivery photo must clearly show the package was delivered to an incorrect address in order for the claim to move forward. If documentation supports the discrepancy, Mountainy will file the claim on your behalf.

How Mountainy Tracks Carrier Claims

All carrier claims are recorded and tracked internally using our dedicated claims management system.

Once a claim is deemed eligible and submitted to the carrier, it is logged into our internal claims tracker. This system allows us to:

• Monitor claim submission status

• Track carrier responses

• Record approvals and denials

• Maintain documentation history

• Track reimbursement amounts

Each claim is assigned a status (such as Submitted, Approved, Denied, or Pending Review) and is updated as the carrier investigation progresses.

This internal tracking system ensures full visibility and accountability throughout the claim lifecycle.

Timeline Expectations

Carrier claim review timelines vary depending on the carrier and claim type.

On average:

• Claim status updates are received within approximately 2 weeks of submission.

• Some claims may resolve sooner, while others may take longer depending on carrier investigation requirements.

Because claim review is controlled by the carrier, approval timelines cannot be expedited once submitted.

Reimbursement Process

When a claim is approved by the carrier:

• Mountainy receives reimbursement directly from the carrier.

• The approved claim amount is credited back to the client.

• Reimbursements are applied as a deduction on your end-of-month invoice.

Clients receive 100% of the successfully recovered claim amount. If a claim is denied, the denial reason is documented internally accordingly.

Need Help?

If you believe an order qualifies for a carrier claim, please message the Mountainy team in Slack with the order number and a brief description of the issue.

For damage or misdelivery claims, include any required photo documentation to prevent delays in review.

Our team will investigate the shipment, determine eligibility, and proceed with filing if the claim meets carrier requirements.

We’re here to ensure claims are handled properly and tracked through resolution.