While the vast majority of packages are successfully delivered, sometimes issues can happen during the delivery. 

If you need assistance with a lost or damaged package, please check the steps for the appropriate shipping carrier. For any questions, you can always reach out to Rollo support.

UPS Claims


UPS by Rollo


If you used the UPS account by Rollo, our customer service team can assist you with the UPS claim process. Please create a support ticket and provide the following information to ensure a speedy response back.


Tracking number:

Description of problem: LOST or DAMAGED


LOST PACKAGE/S:

Number of items missing:

Merchandise description:  (Please be specific and provide descriptions)

       Part # :

            Serial # :

            Model :

            Color:

            Size :

Merchandise value:

Address where payments should be sent to if approved:


DAMAGED PACKAGE/S:

Number of items damaged:
Merchandise description:  (Please be specific and provide descriptions)

       Part # :

            Serial # :

            Model :

            Color:

            Size :


Merchandise value:
Photos of packaging and content: ( Please attach in the email -  Photos of the damaged item and packaging in different angles)
Date damage was discovered:
Current location of the damaged package:

Address where payments should be sent to if approved:


Ship from info:
Name of the shipper: 
Ship from address:
Email address: 
Phone #: 

Ship to info:
Name of the recipient: 
Ship to address:
Email address: 
Phone #: 


Your own UPS account


If you need to file a claim for damaged or lost packages and you used your "Existing UPS Account" to purchase the label through Rollo Ship, claims must be submitted directly to UPS, namely their UPS Claims website via the following link:


https://www.ups.com/us/en/support/file-a-claim.page


USPS Claims


If you purchased your label using the default USPS account on Rollo Ship, please follow the steps provided on USPS' website:

https://www.usps.com/help/missing-mail.htm

You may reach out to USPS Support or Rollo Support if you have questions or in need of assistance.


FedEx Claims


Since you can only add an Existing Fedex Account on Rollo Ship, all claims should be filed online through the Fedex Claims Website. You may reach out to Fedex Support or Rollo Support if you have questions or need assistance. 


https://www.fedex.com/en-us/customer-support/claims.html