If you are shipping eCommerce orders there will inevitably be times when there is an issue with one of those orders.
At Atomix, we understand and realize the importance of preventing these issues as much as possible. As such, we have instituted several layers of quality control and system process to ensure shipments are delivered 99.9% of the time.
In those rare occurrences when shipments are not delivered you may be eligible to file a claim.
Filing a Claim
In order for us to file a claim on your behalf, we ask for the following information:
Order ID (and basics of “what happened”)
Required document(s) below
Type of Claim Requirements
Shipment Lost In Transit
20 days no updates
Once you file the claim, our team will reach out letting you know it has been received. We will update you on the progress of the claim.
Any amount received will be refunded to your account on the next invoice.
When Can I Submit a Claim?
Below are details on carriers and their policies. If your claim is filed after these dates, it will not be processed.
Latest Date to File
60 Calendar Days
60 Calendar Days
To avoid any delays in processing your claim, please provide all the required information and include photos of the damaged items (if applicable.)
Claims can take up to 3 weeks to be processed
If a claim is denied, we can appeal by submitting a new claim with new or updated information.
If an order is marked as “Delivered” or orders have a final scan, we cannot guarantee the carrier will accept the claim.
Generally, carriers cover shipments up to $100
Add Additional Shipping Insurance:
Learn how by reaching out to your Account Manager and they can go over your options.
Our Insurance Partner, Shipsurance, has restrictions for domestic and international orders.
As long as the product is not restricted, Atomix can provide Insurance Coverage.