When Should I Reach Out?
For domestic shipments: Please wait 14 days from the last tracking update before reaching out to SidelineSwap Support.
For international shipments from the US: Please wait 30 days from the last tracking update before reaching out to SidelineSwap Support.
For international shipments from Canada: Please wait 60 days from the last tracking update before reaching out to SidelineSwap Support.
The timelines above indicate when we are able to submit a search request with our shipping partners. In most cases the packages do show, but in the very rare scenario that a package is determined to be lost, then the Buyer will always be issued a full refund. If you are the buyer do not file a claim for a lost package.
If you are the Seller, SidelineSwap will provide you with all the information required to submit an insurance claim to the relevant shipping carrier. If the swap is canceled, all of this information will be provided to you in the cancellation email.
We cannot guarantee that funds will be rewarded for these claims, and SidelineSwap is not responsible for compensating sellers when funds for an insurance claim are not rewarded. We can, however, guarantee that we will provide you with as much detail and context as possible to successfully submit the claim and earn back what you can.
Please note, lost packages turn up everyday! We have systems in place to catch any swaps that turn up after they’ve been canceled, so when this happens, no seller will walk away empty handed.
For Shipments Sent From and Within the United States
USPS insurance only applies to Priority Mail shipments, meaning First Class shipments are not eligible for reimbursement. Claims may also be submitted for shipments sent via FedEx and UPS
Please note that USPS, FedEx, and UPS shipments exceeding $100 will only receive insurance for up to $100 maximum.
If you’d like to insure an expensive package for more than $100, please read our article on how to insure your shipments.
For international shipments sent from the US, you may submit an inquiry to USPS, who will partner with the relevant international carrier to determine what compensation, if any, you’re eligible for.
For Shipments Sent From and Within Canada
Shipments sent within Canada that have a Priority, Xpresspost, or Expedited Parcel are eligible for claim submissions.
Shipments from Canada to anywhere outside of North America are not eligible for claim insurance.