Damage that happens on the way to the customer is a delivery problem. A fault that shows up after the product arrived in good condition is a product problem. The first is handled by shipping protection, the carrier or your own damage policy; the second by your warranty. Customers often mix them up, so your job is to tell them apart quickly and give one clear answer.
For the bigger picture, see the warranty guide, which compares warranties and shipping protection side by side.
Is shipping damage covered by a warranty?
Usually not. Most product warranties cover defects in materials or workmanship over a set period. They are not written to cover a box dropped by a carrier. Read your own warranty terms: if they exclude transit damage, say so on your warranty page and point customers to the right route.
How do you tell transit damage from a defect?
| Sign | Points to |
|---|---|
| Crushed, torn or wet packaging | Transit damage |
| Damage reported on the day of delivery | Transit damage |
| Loose parts rattling in an intact box | Often transit; sometimes a packing fault |
| Product arrived fine, stopped working weeks later | Defect (warranty) |
| Same fault across several orders of one product | Defect or a packaging problem worth investigating |
Photos of the item and the packaging settle most cases.
Which policy applies in each case?
- Damaged on arrival, protection added: resolve through your protection process with a refund, reship or store credit. See refund, reship or store credit.
- Damaged on arrival, no protection: your own damage policy applies, and you may be able to claim from the carrier if the service included cover. See carrier declared value vs a protection app.
- Fault after normal use: your warranty applies, under its terms and period.
- Unclear: ask for photos and a short description before deciding.
How should you route claims?
- Ask one question first: did the problem exist when the parcel arrived?
- If yes, send the customer to your claims page for delivery problems.
- If no, send them to your warranty process.
- Record the outcome with the product and carrier, so you can spot patterns.
A single “Report a problem” page that asks this question and routes to the right form avoids confusion for both sides.
What should your policies say?
- Warranty page: what is covered, for how long, and that transit damage is handled under your shipping or protection policy.
- Protection policy: that damaged deliveries must be reported within a set number of days, with photos.
- Both: a link to the other policy.
US sellers should also note the FTC’s rules for written warranties: label warranties on products over $10 as “full” or “limited”, and make terms available before purchase for products over $15. This is a summary, not legal advice.
How do you reduce both kinds of claims?
- Better packaging for fragile items reduces transit damage.
- Product quality checks before shipping catch defects early.
- Tracking claims by product shows whether a problem is packaging or the product itself.
To handle delivery claims under your own brand, see Sam Shipping Protection.
Frequently asked questions
Is shipping damage covered by a product warranty?
Usually not. Most warranties cover defects in materials or workmanship, not damage caused in transit. Transit damage is handled by shipping protection, the carrier, or your store's own damage policy.
How can I tell shipping damage from a defect?
Look at the packaging and timing. Crushed or torn packaging and damage reported on arrival point to transit. A product that arrived intact and failed later points to a defect.
What if the customer did not add shipping protection?
You can still help under your own policy or file a carrier claim if the service included cover. Protection simply makes the outcome pre-agreed and funded.
Sources
Part of our guide: Warranty →