Shopify Shipping insurance
Rides a Shopify-purchased label. Filed from Shopify Admin, adjudicated by Shipsurance, paid to the merchant.
Merchant claims
Shopify shipping insurance claim
Shopify Shipping's coverage is written by Shipsurance and rides labels bought through Shopify. Merchants file up to 120 days from ship date, coverage runs up to $5,000 per shipment, and payout is handled by Shipsurance directly. The policy details below were read from help.shopify.com on 2026-08-11.
Filing windowCoverage limitsEvidence checklist
Two portals, one claim
Filed in Shopify, adjudicated in the Shipsurance portal.
The policy in one table
Shopify Shipping's help center is explicit about coverage limits, filing windows and eligibility. The policy applies only to labels bought through Shopify Shipping, only from US origins, and only to shipments Shipsurance's terms of service accept. Notable exclusions: USPS First Class Mail and UPS to Puerto Rico. The rest is standard-parcel eligible.
| Rule | What Shopify publishes |
|---|---|
| Coverage cap | Up to $5,000 USD per shipment. |
| Included coverage | $200 USD automatic on Grow, Advanced and Plus plans using Shopify Payments. |
| What is covered | Loss, theft and damage. |
| Origin | Shipments must originate in the United States. |
| Label requirement | Shipping label must be purchased through Shopify Shipping. |
| Ineligible services | USPS First Class Mail and UPS to Puerto Rico. |
| Filing window | “You can submit an insurance claim for most shipments 24 hours after an order has shipped and up to 120 days from the shipping date.” |
| Additional coverage rate | Domestic $0.89 per $100; international $1.29 per $100. |
| Claim contact | Shipsurance directly: [email protected] or 1-866-852-9956. |
Shopify's help center adds a caveat that additional insurance included or purchased for a shipping label does not stack or combine with coverage provided by the carrier. Whichever pays out, the payout does not double.
A filing playbook that survives the adjuster
- Wait the 24 hours. Shipsurance does not open a claim until 24 hours after the label ships. A missing scan minutes after purchase is not yet a claim; usually the parcel is on a truck.
- Confirm the loss or damage. A buyer report is not evidence on its own. Get a photo of the damage in the original packing where possible, or the last carrier tracking event that shows the parcel stopped moving.
- Assemble the evidence pack. Order details from Shopify Admin, the original shipping label, the tracking events, photos of damage or a delivery scan mismatch, and a written statement of the missing or damaged items with their prices.
- Open the claim from Shopify Admin. Orders section, the specific order, the shipping label. Shopify pushes the claim to Shipsurance and issues a claim ID by email; from there the workflow lives in the Shipsurance portal.
- Respond to Shipsurance quickly. The adjuster asks for missing evidence, and the clock on the claim runs while that request sits. Answer within a day; a delay is what pushes a payout into the following month.
- Match the payout to the order. Shipsurance pays out to the merchant, not the buyer. Refund or reship the buyer on your own timeline; the Shipsurance payment reimburses the merchant afterward.
Shopify Shipping Protection is a different product
Shopify's shipping insurance (the Shipsurance-backed coverage above) rides labels. Shopify Shipping Protection, the Shop app product marketed to buyers at checkout, is a separate offering with its own claim path. Route is a third-party alternative some merchants integrate. All three are marketed under similar names and file through different portals; the coverage that applies is the one on the specific label or order.
Shop Promise / Shipping Protection
Buyer-side badge and coverage tied to Shop Promise orders. Filed through the Shop app, mechanics vary by program.
Route (third-party)
Installed as a Shopify app, offered to buyers at checkout as an add-on, filed through Route's portal by the buyer. Route pays the buyer directly.
Where these rules come from
- Shopify, Shipping insurance — coverage cap, filing window, additional coverage rates, ineligible services, Shipsurance contact. Read 2026-08-11.
- Shipsurance customer service line 1-866-852-9956 and [email protected] — direct claim support quoted from the same Shopify help page.
Shopify updates the shipping insurance page as Shipsurance revises terms. Verify against the current help-center page before filing; the specific dollars in this table are what Shopify published on the read date.
Common questions
How long do I have to file a Shopify shipping insurance claim?
Shopify's help center states you can submit a claim from 24 hours after an order has shipped and up to 120 days from the shipping date. Miss the 120-day window and the claim will not open.
How much does Shopify shipping insurance cost?
Additional coverage is priced by Shopify at $0.89 per $100 of coverage for domestic and $1.29 per $100 for international shipments. Merchants on Grow, Advanced and Plus plans using Shopify Payments carry $200 of automatic included coverage on Shopify-purchased labels.
What is the maximum coverage per shipment?
Up to $5,000 USD per shipment, per Shopify's help page. High-value shipments beyond that need a separate policy or should be split across multiple parcels with the risk on the merchant.
Who pays the claim, Shopify or Shipsurance?
Shipsurance. Shopify's coverage is underwritten by Shipsurance, and the payout lands in the merchant's account. Contact for claim support is [email protected] or 1-866-852-9956, per Shopify's own page.
Can I claim on both Shopify's insurance and the carrier's?
No. Shopify's help page states that additional insurance either included or purchased for a shipping label does not stack or combine with coverage provided by the carrier. Whichever policy pays out, the recovery does not double.