Every Makelab order ships with automatic shipping insurance for the full order value at no extra cost. You don't opt in, you don't pay separately, and you don't deal with UPS — Makelab files the claim on your behalf and reprints your order.
1. What's covered
Lost in transit — package never arrives or stops moving entirely
Marked delivered but not received — UPS shows delivered, customer never got it
Damaged in transit — package arrives broken, crushed, or torn open
Coverage is automatic on every shipment going through Makelab's UPS account. The insurance covers the full value of the order, not just the standard $100 carrier default.
2. What to do if your shipment is lost or damaged
- Open the support chat at help.makelab.com. The chat is the fastest way to reach our team — it's the same channel we use to file the claim and kick off your reprint.
- Give us your Order ID and a brief description of what happened. For damage, please attach photos of both the damaged parts and the original packaging.
- We file the carrier claim through our shipping insurance provider — you don't need to contact UPS yourself.
- We reprint your order immediately. You don't wait on the carrier investigation. Makelab reprints right away, then recovers from the insurer on the back end.
3. Reporting windows
To stay eligible for insurance coverage, please report shipping issues through the chat within these windows:
Damaged shipments: within 7 days of delivery, with photos of the part and packaging
Lost shipments: within 30 days of the ship date
Outside these windows the carrier's insurance program will not accept the claim, so we can't recover the cost — but open the chat anyway and we'll see what we can do.
4. Refunds
Makelab's remedy for lost or damaged shipments is to reprint and reship the affected parts. We do not offer refunds for shipping issues — the goal of the insurance is to make sure you end up with the parts you ordered, not to put you back at square one.
5. What's not covered by this policy
This automatic shipping insurance applies to orders shipped on Makelab's UPS account. It does not apply to:
Orders shipped using a customer-provided UPS shipping label or third-party carrier account number — in those cases, the customer is the shipper of record and files any claims with their own carrier
Local pickup orders (no shipping involved)
Delays that ultimately result in successful delivery — UPS routinely revises estimated delivery dates, and a package that arrives a day or two late is still a successful delivery
6. How we know it's working
Makelab monitors every active shipment against UPS's tracking events. When a package shows signs of being lost — past expected delivery, no scan movement for several days, or a carrier-side failure — our system flags it for review and we can act on it without waiting for a customer to report it.
Related:
Shipping & Delivery — transit times, options, and pickup
Terms and Conditions — full Section 6 on shipping coverage
Support chat — get help with a specific order