💰 How to File a Shipping Claim with TUNL for Missing, Damaged, or Lost Shipments

If your shipment is missing, damaged, or lost, here’s a simple guide on how to file a claim and what to expect during the process.

🚀 Paid Insurance/Shipping Protection 🚀

This is if you have purchased shipping protection when you booked your shipment on TUNL.

Shipping protection covers theft, loss, and damage.

30-day policy from the date of shipment.

Confirm if Shipping Protection was Purchased:

1. Navigate to the TUNL platform.
2. Search the tracking number and click “view shipment”.
3. You will see if shipping protection was purchased.

To start the insurance claim: 👉 Shipping Protection/Insurance Claim Form 

📄 We’ll need:

• Email evidence (Photo/screenshot of customer email about their lost/stolen/damaged package)
• Photos of the box (inside and out) showing the damage (if applicable)
• Photos of each damaged product
• If you have any photos of the parcel before handover, that helps too.

The more images and evidence you provide, the better your chances of a successful claim! 📸

⏳ Claim Timeline: 4+ weeks to process

✈️ FedEx/UPS Express Carrier Claim Form ✈️

If you haven’t purchased shipping protection, no stress! We can still claim back the shipping fee and partial product fee, but the process is slower. 

For next time, we recommend adding shipping protection for extra peace of mind 🙌

30-day policy from the date of shipment.

👉 Start your claim here: FedEx/UPS Express Carrier Claim Form

👉 Upload these documents on claims form.

• Copy of the waybill and commercial invoice
• Copy of the original invoice between you and the recipient
• Packing list
• If damaged, photos of the interior and exterior of the shipping box as well as images of the damaged goods.

The more images and evidence you provide, the better your chances of a successful claim! 📸

⏳ Claim Timeline: 6+ weeks to process.

📦 TUNL Economy Shipment Investigation 📦

If you haven’t purchased shipping protection and you shipped it with TUNL Economy, we’ll need you to complete a form to kick off the investigation. 🚀

Without shipping protection, we can’t claim or reimburse the full value of your products. For extra peace of mind in the future, we highly recommend adding Shipping Protection to your next shipment.

⏳ Investigation Timeline: Investigations usually take 4–6 weeks. We do have limited support on the US side, but don’t worry about the radio silence – we’re working on getting you a resolution.

🧐 What Happens Next

• If the missing package can’t be found, or if the carrier approves the investigation that the shipment was damaged, we’ll credit your account for the shipping fee.

• If the package is found, the tracking will start updating and will be delivered to your customer

👉 Start the investigation here: Economy Shipment Claim Form

🚨 Important Claims Information 🚨

1️⃣ Paid Insurance Claims and Carrier Claims 

• Must be submitted to TUNL within 30 days of the shipment creation date.

2️⃣ Economy Investigation

• Must be submitted no later than 60 days from the shipment creation date.

3️⃣ Take as Many Photos as Possible for Evidence and Upload All Supporting Documents

• It's essential to provide as much evidence as possible during the claims process. If you do not submit adequate photos or supporting documents, your claim will be rejected.
• Take clear photos of the damaged package, including both the inside and outside of the box, and photos of the damaged items.
• Upload all supporting documents, including invoices, waybills, and any email correspondence.

4️⃣ Retain Damaged Items Until Resolved

• The recipient should **keep the **damaged items in case they are requested during the claim process.

🦸‍♀️ Need More Help? We're Here to Assist!

Got questions or need help? Reach out to our Support team via WhatsApp at +27 83 321 5407 or on chat here.

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Updated on: 14/11/2025