How to Report Damage on Arrival and File a Claim (2026)
TL;DR
If your shipped item arrives damaged, photograph everything immediately, keep all packaging, and contact the seller within their required time window. Most claim denials happen because of incomplete documentation or late reporting. This glossary covers every term you need to understand when filing a shipping damage claim, from “damage on arrival” to “chargeback,” with a step-by-step process for getting your issue resolved fast.
Imagine waiting weeks for a meaningful keepsake, a personalized proposal frame or a custom portrait made with real preserved flowers, only to open the box and find cracked glass or shifted petals. That sinking feeling is more common than most people realize. Poor packaging accounts for roughly 40% of damaged goods in e-commerce, and return rates for preserved flowers can climb as high as 18% when protection is inadequate.
Knowing how to report damage on arrival and file a claim is not just useful. It is often the difference between getting a resolution and being stuck with a broken item. This glossary defines every key term involved in the shipping damage process, explains why each one matters, and walks you through exactly what to do.
If you already have a damaged Luxe Bloomia order in front of you, contact our team within 24 hours of delivery with photos and your order number. Luxe Bloomia handles the shipping insurance claim on your behalf.
Understanding the Damage
Damage on Arrival (DOA)
Damage on arrival describes any product that reaches its destination in a non-functional, broken, or unusable state due to mishandling, transit stress, or manufacturing defect. While often associated with electronics, DOA applies equally to fragile items like framed preserved floral art, where cracked glass, displaced petals, or bent frames render the piece unfit for display.
Why it matters: Recognizing that your item qualifies as DOA is the first step in knowing how to report damage on arrival and file a claim. If something looks wrong, it probably is, and you should document it.
Visible Damage
Visible damage refers to any harm that is apparent on the exterior packaging at the time of delivery. Dents, punctures, crushed corners, water stains, or tears in the shipping box all count. If the delivery driver is still present, you can note visible damage before signing.
Why it matters: Visible damage makes your claim stronger. It establishes that something went wrong during transit, not after the package was in your possession.
Concealed Damage
Concealed damage is harm to the contents discovered only after opening the package, with no visible signs on the exterior box. For preserved flower frames specifically, this might mean the glass looks intact from outside but petals have shifted, the frame has an internal crack, or the arrangement has dislodged during transit.
FedEx requires concealed damage to be reported within 21 days of delivery. However, most sellers have much tighter windows. The tricky part is that concealed damage is harder to prove because the delivery driver already left with no record of an issue.
Why it matters: Always open and fully inspect your delivery as soon as it arrives. Do not assume everything is fine just because the box looks perfect. Learn more about reporting shipping damage within the required time frame.
Protection Before It Happens
Shipping Insurance
Shipping insurance is coverage that protects against financial loss when a package is damaged, lost, or has missing contents during transit. Most express carriers include basic coverage in the shipment fee, with the option to purchase additional protection at extra cost.
Here is the critical detail most buyers miss: FedEx’s default coverage is only $100 per shipment for packages up to 150 pounds. For a preserved floral art piece priced between $599.95 and $1,499.95, that default coverage falls dramatically short. This is why sellers who provide full shipping insurance for high-value items offer a genuine advantage.
For a deeper explanation, read about how insured shipping protects preserved flower orders.
Declared Value
Declared value is the maximum amount a carrier will reimburse for a lost or damaged shipment. It is set at the time of shipping and determines the ceiling of your claim payout. If a seller ships a $799.95 piece like the Tree of Love but only declares $100 in value, that is all the carrier will pay out, regardless of the item’s actual worth.
Why it matters: When evaluating a seller, ask whether their shipments carry declared value that matches the product price. Underdeclared shipments leave you exposed.
Safe Transit Guarantee
A safe transit guarantee is a seller’s promise that items are insured during shipping and that damaged orders will be replaced or otherwise made right. This goes beyond standard shipping insurance because it places the burden of resolution on the seller, not the buyer.
This term is worth paying attention to because many competitors in the preserved floral art space explicitly disclaim responsibility once the item leaves their studio. Some state outright that they are “not responsible for any damage during shipping.” Luxe Bloomia takes the opposite approach: they file the shipping insurance claim and handle the carrier process on the customer’s behalf. You can read about the specifics of this insured transit guarantee.
Insured Shipment
An insured shipment is simply a package covered by shipping insurance for its declared value. Every FedEx shipment under 150 pounds automatically includes $100 of coverage, but an insured shipment in the seller context typically means the seller has purchased additional coverage to match the item’s full retail value.
Reporting and Filing
Shipping Claim (Freight Claim)
A shipping claim, also called a freight claim, is a formal request for reimbursement filed with a carrier or seller when goods arrive damaged, lost, or incomplete. It is essentially a legal demand. Under federal regulations (49 CFR 370.5), carriers must acknowledge receipt of a claim within 30 days and resolve it within 120 days.
Why it matters: Filing a shipping claim starts the clock on the carrier’s legal obligation to respond. Without a formal claim, there is no obligation for anyone to fix the problem.
Filing Deadline (Claim Window)
The filing deadline is the maximum time allowed to report damage and submit a claim. This varies significantly depending on who you are dealing with:
| Entity | Deadline |
|---|---|
| FedEx (U.S. domestic) | 60 calendar days from shipment date |
| FedEx (international) | 21 calendar days from shipment date |
| Luxe Bloomia | 24 hours from delivery |
| Typical floral e-commerce competitors | 24 to 48 hours |
A common misconception is that the 24-hour window is a FedEx rule. It is not. FedEx allows up to 60 days for domestic claims. The 24-hour seller window exists because the seller needs to act quickly on your behalf to start the process with the carrier while evidence is fresh.
Why it matters: Missing the filing deadline is one of the top reasons claims get denied. Report damage the same day your package arrives.
Photo Documentation
Photo documentation is the photographic evidence required to process a shipping claim. This is where most claims succeed or fail. Incomplete documentation is consistently cited as the number one reason carriers deny damage claims.
For preserved flower frames, your photos should capture:
- Exterior of the box showing any dents, punctures, or tears
- The shipping label with tracking number clearly visible
- Inside the box showing packing materials and how the item sat
- The damaged item from multiple angles, including close-ups of broken glass, shifted petals, cracked frames, or disturbed arrangements
- Any detail specific to framed art, such as hanging hardware condition and acrylic or glass integrity
One practitioner shared a case study involving a custom-framed art piece shipped via FedEx to California that arrived with shattered glass. The initial claim was nearly denied because the only documentation submitted was a single photo of the broken frame. The claim was saved because the shipper had pre-shipment photos showing meticulous packing, plus receipts for the custom framing and artwork. The lesson: more documentation is always better.
For step-by-step guidance tailored to preserved flower frames, see how to claim damage on a broken preserved flower frame.
Inspection Report
An inspection report is formal documentation containing photos and written descriptions of damage, sometimes required by the carrier before processing a claim. In some cases, the carrier will send an inspector to physically examine the item and its packaging.
Why it matters: This is why you must keep all original packaging. Carriers frequently require the original box, cushioning, and inserts for physical inspection. If you throw packaging away before the claim is resolved, your claim may be denied even when the damage is obvious from photos.
Proof of Delivery (POD)
Proof of delivery is carrier documentation confirming when and where a package was delivered. It typically includes a timestamp, delivery address, and sometimes a signature or photo. Your tracking number is the key to accessing POD information.
Why it matters: POD establishes that the package was in the carrier’s control up to a specific time, which supports your argument that damage occurred during transit rather than after.
Resolution
Claim Denial
A claim denial is the carrier’s refusal to pay a shipping claim. Understanding the most common reasons for denial helps you avoid them:
- Incomplete documentation. Missing photos, no tracking number, or vague damage descriptions. This is the single most cited reason across carrier guidelines.
- Failure to report promptly. Waiting days or weeks signals to the carrier that the damage may not have occurred in transit.
- Insufficient packaging. Carriers frequently blame the shipper’s packing job, even when mishandling clearly occurred. This is the most common specific denial reason for damage claims.
- Discarded packaging. Throwing away the box and packing materials before the claim is resolved removes physical evidence the carrier may want to inspect.
The encouraging news: practitioners estimate that roughly 89% of appealed FedEx claims are eventually approved when proper documentation is provided on the second attempt.
Chargeback
A chargeback is a credit card dispute filed by a buyer when both the seller and carrier fail to resolve a damage issue. Most credit card issuers allow “not as described” or “item damaged upon arrival” disputes within 120 days of the delivery date.
Why it matters: This is your final backstop. No competitor in the shipping damage space mentions it, but it is a real and legitimate option. If a seller ghosts you and the carrier denies your claim, your credit card company can reverse the charge. That said, a chargeback should be a last resort, not a first move. Working directly with the seller is almost always faster.
Quick Reference: Luxe Bloomia’s Damage Claim Process
If you receive a damaged Luxe Bloomia order, here is exactly what happens:
Step 1: Contact Luxe Bloomia within 24 hours of delivery. Include your order number, FedEx tracking number, and photos documenting the damage (follow the photo checklist above).
Step 2: Luxe Bloomia files the shipping insurance claim on your behalf. You do not need to contact FedEx directly. The team handles the carrier communication, submits documentation, and manages the claim process.
Step 3: Resolution. Luxe Bloomia works to make it right, whether that means a replacement or another appropriate solution. FedEx’s review process typically takes 5 to 10 business days, sometimes longer for complex cases.
This seller-handled approach is genuinely unusual. Many e-commerce sellers, including several in the preserved floral art space, push the insurance claim burden onto the buyer or disclaim liability for transit damage entirely. For more on Luxe Bloomia’s shipping protections, visit the frequently asked questions page.
Pro Tips: What to Do the Minute Your Package Arrives
These steps apply whether you are receiving a custom-framed portrait, a graduation gift, or any other fragile shipped item.
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Inspect the outer box before opening. Look for dents, punctures, water damage, or crushing. Photograph any exterior damage immediately.
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Photograph the unboxing process. Take pictures as you open the box, showing packing materials in place, before you remove the item.
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Inspect the item thoroughly. For framed floral art, check the glass or acrylic for cracks, verify that petals and flowers are in their correct positions, examine the frame corners and edges, and test the hanging hardware.
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Keep all packaging. Do not discard the box, bubble wrap, inserts, or any packing materials until the claim is fully resolved. Carriers and insurers may require physical inspection. The U.S. General Services Administration specifically notes that failure to retain damaged cargo and packaging may result in claim denial.
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Note your FedEx tracking number. You will need it for any claim filing. It is on the shipping label and in your order confirmation email.
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Contact the seller immediately. Do not wait until tomorrow. Do not wait until you have “better” photos. Report the damage now and send what you have. You can always supplement with additional photos later.
The speed of your response directly affects your outcome. Knowing how to report damage on arrival and file a claim before you even need to is the best preparation.
Frequently Asked Questions
What if I notice damage after the 24-hour reporting window?
Contact the seller anyway. While Luxe Bloomia’s policy specifies a 24-hour window, FedEx’s formal deadline for concealed damage is 21 days from delivery, and the domestic claim deadline extends to 60 days from the shipment date. The sooner you report, the better your chances, but late reporting does not automatically mean your case is hopeless.
What counts as “damage” for a preserved flower frame?
Any condition that makes the piece different from what was ordered. Cracked or shattered glass, bent or broken frame, displaced or fallen petals, flowers that have shifted out of position, scratched acrylic, or damaged hanging hardware all qualify. Even if the frame is technically intact but a flower is visibly out of place, that is worth reporting. Customer reviews in the preserved floral industry confirm that petal displacement and frame damage are recognized shipping risks.
Does Luxe Bloomia cover shipping insurance, or do I need to buy it separately?
Luxe Bloomia ships via FedEx with insured shipments and a safe transit guarantee included. You do not need to purchase separate shipping insurance. If your item arrives damaged, the company files the claim and handles the process for you.
Can I file a claim if I threw away the packaging?
You can try, but your chances drop significantly. Carriers frequently require the original packaging for physical inspection. Multiple carrier guidelines (FedEx, UPS, USPS) state that discarding packaging before claim resolution can result in denial. Always keep everything until you receive written confirmation that the claim is closed.
How long does it take to get a resolution after filing?
FedEx’s review process typically takes 5 to 10 business days. More complex cases can take longer. Under federal regulations, carriers must acknowledge a claim within 30 days and resolve it within 120 days. Seller-side resolution (replacement or other remedy) depends on the individual company’s process.
What is the difference between the seller’s claim window and the carrier’s deadline?
The seller’s window (often 24 to 48 hours) is an internal policy that ensures they can act quickly while evidence is fresh. The carrier’s deadline (up to 60 days for FedEx domestic) is the formal legal cutoff. You need to meet the seller’s tighter window so they can file with the carrier well within the carrier’s deadline.
What if my claim is denied?
First, appeal with additional documentation. Many initially denied claims are approved on appeal when better photos or packaging evidence is provided. If the seller and carrier both fail to resolve the issue, you can file a chargeback with your credit card issuer as a “not as described” or “damaged on arrival” dispute, typically within 120 days of delivery.
Should I accept a damaged package from the delivery driver?
Generally, yes, accept it. Refusing delivery can complicate the claims process because the package returns to the sender and evidence of damage becomes harder to document. Instead, note “damaged” when signing if possible, then photograph everything and contact the seller immediately.
Received a damaged order? Report it here with your photos and order number. Luxe Bloomia’s team handles the rest.