We’ve got you covered. Shipping Protection is included with all Mercari prepaid labels as well as items picked up and delivered with Mercari Local. If your package is lost or damaged in transit by the carrier, you’re covered up to $200 for standard, economy, and Media Mail shipments or Local deliveries and up to $20 for First Class Envelopes.
Please follow these requirements to make sure you’re covered:
- The order has been shipped using a Mercari prepaid shipping label.
- The tracking information shows that the carrier received the item within 3 calendar days from the purchase date.
- Note: First-Class Envelopes may be eligible for review for Mercari Shipping Protection without meeting this requirement as long as the Seller pressed the "I Shipped It" button within 3 days of the purchase date.
- Selected label (standard, economy, Media Mail, Mercari Local , First Class Envelope ) meets the eligible shipping class category, weight and/or dimension requirements
- Packages over one pound are always rounded up to the nearest pound. For example, an item that weighs 3.25 lb will require a 4 lb label.
- The actual weight, or dimensional weight is less than or equal to the label
- The label weight is either the actual weight of the item or the dimensional weight, whichever is higher
- See this article for more information about dimensional weight
- The package size is less than 34” (longest side) x 20” (second longest side) and dimensional weight is not over 50 lbs
- The order was safely packed and complies with both Mercari and the carrier’s Shipping Guidelines
- The package or envelope does not display any markings indicating that it contains hazardous materials
- The item is not prohibited according to Mercari’s Terms of Service, Mercari’s Prohibited Item Policy or the carrier's guidelines (USPS Restrictions, UPS Restrictions, FedEx Service Guide)
- The transaction has not been rated by the Buyer or otherwise completed
- The Seller has not filed a claim with the shipping carrier (only Mercari may do this)
- The package was dropped off with the correct carrier
- The Seller's Mercari account is in good standing
- The listing clearly depicts the item being sold and includes original photos of the item (i.e. not only stock photos)
- The shipping label was used only once and was used to ship the sold item
- The item must be lost in transit or damaged in transit, according to Mercari’s criteria
- For an item to be considered lost in transit, 30 or more days must have passed following the most recent tracking scan as provided by the carrier
- Without a possession scan from the shipping carrier (acceptance scan and second scan of possession/movement of the package), the seller is responsible for a lost or damaged item. UPS SurePost (now UPS Ground Saver) and FedEx Economy packages must be dropped off with those carriers and not USPS.
- For an item to be considered damaged in transit, the Buyer must contact Mercari customer support through the Mercari Help Center and provide photos of the damaged item and packaging. Otherwise, the tracking information must state that the item was damaged in transit. Damage to the item must have occurred during transit. Damaged items deemed hazardous by Mercari may not be returned
- If a package was damaged and then rerouted back to the sender, the seller must provide photos of the damage within 24 hours of delivery.
Mercari may change Shipping Protection criteria from time to time. Please ensure you are following current standards to confirm that your package is eligible. Shipping claims can take up to 2 weeks to resolve. Claims deemed excessive may be denied by Mercari at its sole discretion.
The reimbursement for each order including bundles will not exceed the value of the item sold minus any return shipping costs, up to a maximum of $200 for all Mercari shipping labels, and up to $20 for First Class Envelopes. Mercari does not return damaged items back to the seller. If the seller wants the item back and the item value is more than $200, the seller needs to provide Mercari with a shipping label within 3 days (72 hours).
If an item is Lost in Transit and the seller has been reimbursed the maximum payout of $200 for all Mercari shipping labels, and up to $20 for First Class Envelopes, further reimbursement will not be provided if the item is subsequently delivered to the buyer.
See carrier websites for more information:
See shipping guides for more information
See additional useful information: