What to do if a shipment is lost or arrives damaged — including the investigation window, evidence needed, and how to file a claim.
Most shipments arrive without issue. When something does go wrong — a package is lost in transit or arrives damaged — Stallion can help open an investigation with the carrier and, if eligible, process a claim.
This article explains how to recognize a lost or damaged package and what to do next.
A package is generally considered lost when the carrier has had no scan or tracking update for an extended period beyond the normal delivery window. Different carriers have different thresholds.
| Service | Typical investigation window |
|---|---|
| Canadian domestic | 7+ business days past last scan |
| US-bound (USPS, FedEx) | 10+ business days past last scan |
| International (APC, PostNL) | 21–30+ business days past last scan |
| UPS / Express services | 5+ business days past last scan |
If a package arrives with visible damage or the contents are broken, file a claim as soon as possible — most carriers require claims within a tight window after delivery.
When filing a damage claim, you'll need:
Good to know: Keep the original packaging and the damaged item until the claim is resolved — the carrier may request additional photos or, in some cases, the item itself.
Claims are filed from the Shipments page. Open the affected shipment and choose File Claim (or open the Claims section from the sidebar). Stallion handles the carrier conversation on your behalf.
For the full claim workflow including required fields and timelines, see:
If the shipment had Stallion Protection enabled, claims for the declared protected value are eligible for faster processing than a standard carrier claim. See Stallion Protection Overview for what's covered, or the Stallion Terms of Service for the full coverage terms.
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