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Ship with Confidence Guarantee: Terms & Conditions
uShip is committed to providing its members with a safe marketplace for finding transportation services. While all transactions, including transactions completed on the internet, can carry some degree of risk, we don't want you to have to worry about transacting on uShip. We are so sure that uShip is the safest and most secure way to ship that our guarantee provides protection of up to $500* from certain types of fraud.
Guarantee Terms and Conditions:
The following are the terms and conditions applicable to this Guarantee. By using the uShip marketplace, you agree that you are bound by the following terms and conditions, as well as the general uShip User Agreement. If you have any questions regarding this Agreement, please contact uShip Member Support.
To be eligible for the uShip Guarantee, you must be a member of uShip who has agreed to be bound by our general User Agreement. The "Ship with Confidence" Guarantee applies only to a shipping customer that has transacted with a uShip service provider and accepted a bid through uShip that was not subsequently canceled.
All shipping customers eligible for the "Ship with Confidence" Guarantee must also have executed a written contract or agreement with the service provider prior to service being rendered, or within 30 days from the date your shipment was booked on uShip, whichever date occurs first. The "Ship with Confidence" Guarantee covers certain types of fraud, but is specifically not applicable under any of the following circumstances:
  • Delays in transit times.
  • Services that are performed without a written contract or bill of lading signed by both parties.
  • Services performed by someone other than a uShip service provider.
  • Transactions in which shipping customers do not follow all of the recommendations in our Fraud Prevention Guidelines. This includes, but is not limited to, making payments via wire transfer, Western Union, MoneyGram or pre-paid debit cards.
  • Issues or damages primarily caused by a shipping customer with no fault of the service provider, or issues for which losses cannot be proven or quantified.
  • Shipments that are materially different than what is described in the shipment listing submitted on uShip.
  • Excludes any non-refundable deposits made to service providers that were voluntarily forfeited.
  • Transactions in which a shipping customer does not provide accurate and truthful information to uShip regarding the dispute.
  • Disputes where the shipping customer has not made a reasonable effort to resolve the issue with the service provider.
  • Damages due to loss of time, mental anguish, etc.
Communication:
uShip has found that, in most cases, disputes over payment and service can be easily avoided or resolved through open and honest communication with your service provider. uShip will, at the request of a shipping customer or service provider, make a reasonable attempt to contact the other party and relay specific concerns related to a uShip transaction or dispute. Because all contracts are directly between the shipping customer and service provider, uShip must remain a neutral third-party. However, we will make all reasonable efforts to get the two parties to communicate to resolve the issue.
"Ship with Confidence" Payments Guarantee Submission Process:
Before submitting a claim against the uShip Guarantee, you agree to take the following steps to attempt to resolve the issue between you and your service provider:
If there is still no resolution, please submit all information confirming the above steps, as well as copies of all related documents including, but not limited to, original signed agreements or bills of lading, evidence of payment and method of payment, and any other relevant communication between you and the service provider.
Once you have all of this information gathered, please send it, along with a cover letter detailing your claim, to the following address:
uShip, Inc.
Attn: Guarantee Processing Unit
205 Brazos Street
Austin, TX 78701
"Ship with Confidence" Payments Guarantee Award:
In the event that uShip determines a Shipper and Service Provider have made reasonable attempts to reach a mutually agreeable resolution and are still unable or unwilling to reach an agreement, the Shipper may be eligible for the Guarantee award payment. If all Terms & Conditions of this Guarantee are met by the Shipper, uShip may grant the Shipper compensation in an amount equal to the Shipper's actual, out-of-pocket monetary losses, with such amount not to exceed $500 USD*. The Shipper's losses, and cost of the remedy, must be determined to be reasonable by uShip. uShip reserves the right, in its sole discretion, to determine the form and/or payment method of the "Ship with Confidence" Guarantee.
* Effective for transactions booked on or after September 1st, 2009.
"Ship with Confidence" Damages Guarantee Submission Process:
Before submitting a claim against the uShip Guarantee, you agree to take the following steps to attempt to resolve the issue between you and your service provider:
  • Inform uShip of the issue by using the 'Report a Problem' button on the shipment listing in My Shipments and allow Member Support a chance to help work things out with the service provider. If there is still no resolution, please submit all information confirming the steps below, as well as copies of all related documents including, but not limited to, original signed agreements, evidence of payment and method of payment, and any other relevant communication between you and the service provider.
  • Attempt to file a claim through uShip Cargo Insurance (if purchased) and the service provider’s insurance.
  • Send us proof of any claims that have been denied.
  • Send us an official estimate of losses from a licensed third party that specializes in repairing your item(s) (ie: mechanic, dealership, furniture repair service, etc.).
  • For damaged items:
    • Inform uShip of the issue by using the 'Report a Problem' button on the shipment listing in My Shipments and allow Member Support a chance to help work things out with the service provider. If there is still no resolution, please submit all information confirming the steps below, as well as copies of all related documents including, but not limited to, original signed agreements, evidence of payment and method of payment, and any other relevant communication between you and the service provider.
    • Take photos of the shipment at delivery and email them to damagepics@uship.com, with username/shipment ID as the subject line.
    • Send us proof of delivery including a signed bill of lading.
    • Send us an official estimate of damages.
  • For stolen items:
Once you have all of this information gathered, please send it, along with a cover letter detailing your claim, to the following address:
uShip, Inc.
Attn: Guarantee Processing Unit
205 Brazos Street
Austin, TX 78701
"Ship with Confidence" Damages Guarantee Award:
In the event that uShip determines a shipping customer and service provider have made reasonable attempts to reach a mutually agreeable resolution and are still unable or unwilling to reach an agreement, the shipping customer may be eligible for a Damages Guarantee award payment. If all terms & conditions of this Guarantee are met by the shipping customer, uShip may grant the shipping customer compensation in an amount equal to the shipping customer's losses, with such amount not to exceed a total of $500 USD. Please note, due to the time intensive process of reviewing damage claims, all Damages Guarantee payments are subject to a $50 processing fee. The shipping customer's losses, and cost of the remedy, must be determined to be reasonable by uShip. uShip reserves the right, in its sole discretion, to determine the form and/or payment method of the "Ship with Confidence" Guarantee.