Simply insuring a package with your carrier isn’t always enough because carriers like UPS have specific rules on how to pack properly.
First thing you need to check is the weight of the package because if you’re shipping something heavy, make sure you have the right type of box.
Internal packaging is also important because bulky items typically need some type of foam or airbags as a buffer.
When you pack items yourself, understand you’re taking over the liability for meeting packaging standards. UPS offers a Pack and Ship Guarantee, where an employee will pack your box for you with the shipping items you buy in store.
Those three points could have helped John in West Hartford, who owns a local power equipment company and needed to send an engine back to the manufacturer.
First issue—UPS lost his package and didn’t find it until three months later. When it arrived, he says it was severely damaged.
He thought he was covered because he insured it for $1,000, but UPS denied his claim, citing insufficient packaging.
As a small business owner, John felt he couldn’t afford to lose out on that much money. He went back and forth with UPS for another month before asking NBC Connecticut Responds to step in.
A UPS spokesperson said his UPS Store should have provided more guidance for the customer on how to ship the engine. The company then offered to honor John’s additional insurance, refunding him $1,000.