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 (the item or bundle’s price minus selling and processing fees) and up to $20 for First Class Envelopes.
Please follow this checklist to help ensure you’re covered:
- The order has been shipped using a Mercari prepaid shipping label or was delivered with Mercari Local
- The tracking information shows that the carrier received the item within 7 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’ve Shipped It” button within 7 days of the purchase date
- Selected label (standard, economy, Media Mail, Local , First Class Envelope ) meets the eligible shipping class category, weight and/or dimension requirements
- The package weight is less than or equal to the label
- Package 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)
- 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 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 acceptance scan (first scan by the carrier after receipt/pickup of the package) and 7 or more days from the most recent tracking scan as provided by the carrier
- 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
Mercari may change Shipping Protection criteria from time to time. Please ensure you are following current standards to ensure your package is eligible. Shipping claims can take up to 2 weeks to resolve
The reimbursement will not exceed the value of the item sold minus any Mercari fees and return shipping costs (if any), up to a maximum of $200. If the value of the item that is damaged in transit is greater than $200, the reimbursement will be calculated based upon the sale price of the damaged item less any Mercari fees and the cost of the return shipping label, which will not exceed a maximum of $200. For items damaged in transit with a transaction value of $200 or under, the reimbursement will be calculated based upon the sale price of the damaged item less any Mercari fees but the damaged item will not be returned to the seller. If one or more items in a bundle is damaged in transit, the reimbursement for the items damaged in transit will be calculated based upon the total sale price for the items that were damaged less any Mercari fees and the cost of the return shipping label. All items purchased in a bundle must be returned to the seller.
See carrier websites for more information:
See shipping guides for more information
See additional useful information:
