If a device was damaged, lost, or stolen in transit and insurance
was
purchased on the order, you may submit a claim to request an insurance
credit.
Claims are only available for orders fulfilled by an allwhere depot: Deployments,
Retrievals, Drop Retrievals, and deployed items in a Kit.
Other order types are not eligible for an insurance claim.
Jump to a section
| Eligibility | The Claim Form | Required Photos |
| After You Submit | FAQ | Claim Limits |
Eligibility & Submission Windows
| Damaged or stolen | Within 10 days of the scheduled delivery date. |
| Lost in transit | Within 30 days of the last movement on the tracking number. |
Orders without insurance
If insurance was not selected at checkout, the claim will not
be
eligible for reimbursement. For a lost device we will still work
with the carrier to try to locate the shipment, but if it cannot
be
recovered, no credit will be issued.
Expired retrieval orders
Retrieval and drop retrieval orders stay active for 30 days.
If the
return label is actioned after the order has expired, any applicable
insurance credit is void — past expiration we can no longer
guarantee the shipping label is valid, and the order is no longer
actively monitored.
This 30-day order window is separate from the 30-day claim
submission window for devices lost in transit.
Filling Out the Claim Form
Here's what to expect as you work through the claim form. Sections
appear in the order below, and each must be complete before you can
continue.
Eligibility disclosure
The form opens with the eligibility windows and insurance
requirements above. Review these carefully — they confirm whether
your claim qualifies for a payout.
Your information
Provide your name, email address, and allwhere order number or
order
item number, then click
Look Up.
This pulls in your order type, tracking number, and items
automatically. Select the affected device(s) and continue.
| Order number | 123456-1-ALLW |
| Order item number | 123456-1-1-ALLW |
If insurance was not purchased, you'll see a warning but can
still
submit the form. If your order number isn't found or has no
claimable devices, double-check the number, then contact
hello@allwhere.co
if you believe a mistake was made.
Claim details
Choose your claim reason. If you select Lost/Stolen Goods, you'll
be asked to choose a more specific reason.
| Damaged Goods | No further selection needed |
| Lost/Stolen Goods |
Lost While Returning to Sender Lost at an Access Point Device Missing from Shipment No Movement on the Tracking Number Delivered to the Wrong Location |
Then confirm or complete the details for each device.
| Asset Type | Laptop, mobile, tablet, monitor, desktop, or peripheral |
| Serial Number, Device Make, Device Model | Required. Must match your order record, though capitalization does not matter. |
| Processor, RAM/Memory, Storage, Screen Size | Auto-filled when matched |
The form verifies each device live and will flag a mismatch before
you can continue. You can also add additional context about the
claim.
Attachments
Proof of Purchase / Proof of Value
is always required — the invoice or receipt for the device(s),
maximum 20 MB per file. What else you need depends on your claim
reason.
| Damaged Goods | Photos of the damaged device, the packaging it shipped in, and the shipping label — see more ↓ |
| Lost/Stolen → Device Missing from Shipment | Photos of the box contents, any tampering, and the shipping label — see more ↓ |
| All other Lost/Stolen reasons | Proof of purchase only |
Without complete documentation we are unable to review your claim.
Once your attachments are uploaded, click
Submit Claim.
Required Photos
Photos are only needed for two claim reasons.
Damage claims
| The device | Each side of the damaged device, plus one showing how it was packaged inside the box |
| The packaging | The packaging material used inside the box |
| The outer package | All six sides, in two photos — one showing the top and two sides, another showing the bottom and the opposite sides |
| The shipping label | A close-up including the tracking number |
| Manufacturer's certificate | If available, the round stamp on the outside of the box |
Device Missing from Shipment claims
| The box contents | The contents inside the box as received |
| Tampering | Any tampering to the shipment, if applicable |
| The shipping label | A close-up including the tracking number |
Finding your tracking number: UPS tracking numbers begin with 1Z.
FedEx tracking numbers follow TRK# or Tracking #.
After You Submit
You'll see a confirmation screen with your Claim ID, such as ALL-1234,
and a note on when to expect a response. Save the Claim ID for your
records.
Your confirmation email
Sent from
hello@allwhere.co
with the subject line allwhere | [order number] Claim,
containing a full copy of your submission.
| Claim summary | Claim ID, order number, claim type, and organization |
| Recipient | Name, shipping address, and tracking number |
| Claim details | Reason, Lost/Stolen reason if applicable, and whether insurance was on the order |
| Device details | Asset type, asset number, serial, make, model, processor, RAM, storage, and screen size |
| Attachments | Which files were submitted and for what purpose |
Keep this email — it's your official record of the submission.
Frequently Asked Questions
Select a question to see the answer.
Which claims need photos?
Only Damaged Goods claims and Lost/Stolen → Device Missing
from Shipment claims. All other Lost/Stolen reasons need
proof
of purchase only.
What counts as proof of purchase?
The invoice or receipt for the device. If it was purchased
through allwhere, attach the invoice from the original
procurement order.
What if I'm missing a required document?
The documentation above is what allows us to review your
claim
and pursue recovery on the shipment. Without it we cannot
complete a review, and incomplete claims are very likely
to be
denied. If a specific document isn't available to you, contact
hello@allwhere.co
before you submit and we'll advise on what we can
accept.
Can I file a claim if I didn't purchase insurance?
Yes, you can still complete and submit the form. We will
still
investigate lost devices with the carrier, but the claim
will
not be eligible for a credit without insurance on record.
Why is the form showing a device mismatch error?
The form validates Serial Number, Device Make, and Device
Model
against your order record in real time and will show an error
if they don't match. Capitalization doesn't matter, but
everything else does — check for typos, extra characters
such as screen size in the model field, or formatting
differences.
How is value determined if I don't have my device's exact specs?
allwhere will use the minimum viable specifications for that
item type to determine fair market value.
How long does the review take?
Processing typically takes 5–10 business days from when we
receive your completed claim. If we need more information
the
review may take longer. Our Support Team will notify you
of
the outcome.
How much credit will I receive if my claim is approved?
Reimbursement is issued as a credit to your allwhere account.
The credit will be the lesser of the fair market value of
the
item(s), or the insurance amount selected at checkout.
Claim Limits by Location
allwhere monitors claim activity by delivery site. If a single site
reaches $3,000 in total claim payouts or 4 filed claims, we will
pause
new claims there while we review the pattern of losses.
Repeated losses usually point to a problem with the site itself rather
than the carrier. Where that is the case, we will notify you and
insurance will no longer be supported for shipments to that location
until an alternative is in place, such as a carrier access point
or a
secure delivery address. Selecting insurance on orders to a flagged
site will not result in an eligible claim. If you believe your site
was flagged in error, contact
hello@allwhere.co.
Have a question this guide doesn't cover? Contact
hello@allwhere.co
and our Support Team will assist you.