Overview
While we do everything possible to ensure smooth delivery, sometimes things go wrong. If your package is lost or arrives damaged, MyMalls will handle the full claim process with the shipping carrier on your behalf.
You can start a claim by contacting us via:
Email: [email protected]
Chat: Available on mymalls.com, in your Suite, or in the MyMalls App
Important: This article applies only to shipments sent from your MyMalls Suite to your destination country. If your package was lost or damaged before it reached the MyMalls warehouse, please refer to the articles below instead:
When to Contact Us
Claims in this article apply only to shipments already processed and shipped from your MyMalls Suite. If your package was never received by MyMalls, please contact the seller or their courier instead.
Situation | When to Reach Out |
Damaged package | Within 30 days after delivery (status: Delivered) |
Lost package (not delivered) | Within 30 days after shipment date (status: In Transit) |
Contacting us within these timelines ensures we can open a claim with the carrier before the eligibility period expires.
Information & Evidence Required
To start your claim, please prepare the following:
Photos of the damaged item(s)
Photos of the packaging materials, including the outer box and visible damage
Commercial invoice or proof of purchase
Package ID from your MyMalls Suite
⚠️ Do not discard any packaging or damaged items until MyMalls confirms the claim has been resolved. The carrier may request inspection or additional photos.
Our Process
You contact MyMalls via chat or email with the required evidence.
We review your information and file the claim with the shipping carrier (UPS, DHL, or FedEx).
We keep you updated on every major step of the process.
We notify you of the outcome once the carrier provides a decision.
Claim Processing Timelines
Carrier | Average Claim Resolution Time |
UPS | 2–4 weeks |
DHL Express | Up to 4 weeks |
FedEx | Up to 4 weeks |
We’ll always keep you informed as soon as updates are available from the carrier.
If the claim is approved
✅ If you insured your package, your claim will likely be approved: You’ll receive a refund of the declared value and MyMalls shipping charges associated with the package. The carrier compensates MyMalls, and we pass the approved amount directly to you.
❌ If you did not insure your package: The claim will be rejected by the carrier, and no refund or compensation will be issued. Carriers do not provide reimbursement beyond their minimal liability (usually up to $100).
💡 We strongly recommend insuring your packages — especially for fragile or high-value items. For details, see How Does Insurance Work at MyMalls?
Summary: Claim Steps at a Glance
Step | Action |
1. Detect issue | Lost or damaged package after shipment |
2. Contact MyMalls | Email [email protected] or chat in your Suite/App |
3. Submit evidence | Photos + invoice + shipment ID |
4. MyMalls files claim | We handle the carrier process |
5. Claim reviewed by carrier | 2–4 weeks (UPS, DHL, FedEx) |
6. Outcome communicated | Refund if insured & approved; no refund if uninsured |