If something goes wrong with a shipment—whether it’s a packing error, a missed SLA, or an issue in transit—you can file a claim through Atomix.
We cover two main categories of claims:
Atomix claims — issues that happen before the order leaves our warehouse
Carrier claims — issues that happen during shipping, after the order leaves our facility
We also outline our policies for documentation, timelines, insurance, and what happens when a claim is approved or denied.
For a detailed breakdown of each type, jump into the sections below.
What types of claims can I submit through Atomix?
You can use the Atomix claim form to report any shipment issue—whether it's caused by us or the shipping carrier.
Atomix-related claims include:
Wrong items shipped
Missing items in the order
Orders shipped late (outside of SLA)
Carrier-related claims include:
Lost packages
Packages damaged in transit
Late deliveries caused by the carrier
Failed delivery or incorrect address scans
Once you submit a claim, our team will review it and determine if it qualifies as an Atomix error or a carrier issue. If it’s a carrier issue and meets all criteria, we’ll file the claim on your behalf.
How do I submit a claim?
You can submit a claim in one of two ways:
Option 1: Through the Atomix App
Log in to your Atomix dashboard
Go to the Returns tab
Click the “Claims” button in the top-right corner
Fill out the form completely
Option 2: Use the Direct Form Link
Atomix only accepts claims submitted through the app or this form. Claims sent via email, Slack, or any other channel will be redirected and not processed.
What information do I need to provide?
All claims must be complete in order to be reviewed. If any required info is missing, your claim will be automatically denied.
Here’s what you need to include:
Order number
Tracking number
Ship-to address
Ship date
Issue type (lost, damaged, late, wrong item, etc.)
Description of the issue
Reship Order
Photos (required for damage or incorrect items)
Proof of value (invoice, cost of goods, or order summary)
Product details, SKU, name, quantity (If wrong item or qty sent)
How are Atomix claims handled?
If the issue occurred before the order left our warehouse, we’ll handle it internally. Once submitted:
Claims are reviewed within 1–3 business days
If approved, a credit will be issued to your Atomix account
A credit memo will be sent to your billing contact
If the claim is denied, you’ll receive an email explaining why
What are carrier-related claims?
Carrier claims apply when the issue occurred in transit, after the shipment left our facility. These include:
Lost packages
Damaged packages
Late deliveries due to carrier delays
Delivery errors or failed delivery attempts
Are there limitations for carrier claims?
Yes. In order for us to file a carrier claim on your behalf, the following must be true:
The shipment value must be at least $50
The shipment must not be USPS or DHL eCommerce, unless you have insurance through Atomix
The claim must be submitted within 30 days of the shipment date
You must provide all required documentation
We need at least 10 business days before the carrier’s claim deadline to process it
If these conditions aren’t met, we won’t be able to file the claim.
Note: For USPS shipments, clients must file their own claims directly with USPS. You can do so here: https://www.usps.com/help/claims.htm
Carrier claim deadlines (for eligible shipments)
Carrier | Deadline |
UPS | 60 days from delivery |
FedEx | 21 days (damage), 60 days (delay), 9 months (lost) |
ShipX | 30 days from shipment |
USPS and DHL eCommerce claims are only filed if you have insurance through Atomix.
What happens after I submit a claim?
Once your claim is submitted, our team will review all provided information to determine whether the issue qualifies as an Atomix error or a carrier-related issue.
Atomix-related claims are reviewed within 1–3 business days
Carrier-related claims are filed within 10 business days of receiving full documentation
Carrier resolutions usually take 10–30 business days
We’ll update you once the claim is submitted and again when there’s a resolution or reimbursement
What happens when a "Atomix claim" is approved?
Atomix-related claims:
Credit is applied to your Atomix account
A credit memo is sent within 10 business days of approval
Credit can be used toward future invoices
I Need My Order Reshipped
If you've submitted a claim and need a reshipment, here's what to expect:
The form will ask if reshipment is needed
Reshipment requests are not automatic
Selecting “Yes” on the form does not guarantee immediate reshipment
We will reach out to confirm your request before anything is reshipped
Shipping cut-off times
Once a reshipment is approved by you:
Orders approved by 1:59 PM CST will ship the same day
Orders approved after 1:59 PM CST will ship the next business day
What happens if a claim is denied?
You’ll be notified by email if your Atomix-related claim is denied
Denied claims are not re-investigated
If you submit the same claim again, it will be automatically denied
Make sure your original claim is complete and accurate before submitting