Shipping Protection is an optional service available when you buy from Rebag or ship an item you sold to Rebag. Here are answers to the most common questions. Full details are in our Terms of Service.
What is Shipping Protection?
Shipping Protection is an optional add-on you can purchase at checkout. If the carrier loses your package in transit, Rebag will reimburse you up to $3,000 of the declared value (for purchases) or Rebag’s quoted value (for sell orders). Shipping Protection is not insurance, and it must be added before your package ships. For sell orders, it must be purchased when you place your sell order, before your prepaid label is generated.
What does Shipping Protection cover, and what is not covered?
It covers only one situation: a package confirmed lost by the carrier while in transit. In particular, it does not i) cover damage, ii) packages with a confirmed signature or carrier proof of delivery (such as a delivery photo or GPS confirmation) at the correct address, iii) anything that happens after the carrier delivers, iv) claims that a delivered package was missing items or contained different items, v) shipments sent with any label other than the prepaid label Rebag provided for that order, vi) or any other situation
How do I file a claim, and how long do I have?
Contact Rebag within 7 days of the ship date, or within 7 days of the last recorded tracking scan, whichever is later. A package is considered lost once the carrier’s tracking shows no delivery and no movement for 30 consecutive days, or the carrier formally confirms the loss in writing. Reimbursement is issued after the carrier’s trace process is complete. We may ask for supporting documentation, including a signed declaration and a police report.
I’m a seller. What proof do I need if my package is lost?
You will need a time-stamped video of your packing and handoff. It must be a single, continuous, unedited video recording that clearly shows each item being placed in the box, the box being sealed, and the package being handed to the carrier. Keep the original video file, as we may request it along with its metadata. Without this video, Seller Shipping Protection is void. We also recommend photographing your packed and sealed box.
How much can I be reimbursed?
Up to $3,000 per customer. For purchases, reimbursement is based on the declared value, which is the price stated by Rebag when you bought the item. For sell orders, it is based on the value Rebag quoted you. The $3,000 maximum applies once per customer lifetime, combined across all accounts belonging to the same person, regardless of the number of orders or how many times protection was purchased. The Shipping Protection fee is non-refundable, including if a claim is denied.
For full details, limitations, and eligibility information, please review our Terms of Service.