US & CAUpdated a year ago
This article provides a detailed guide on how to file a Lost Package/Missing Goods claim specifically for US and CA locations. While FedEx is the primary carrier for shipments within the USA and CA, USPS is occasionally used for orders destined to APO/FPO addresses. It's crucial to note that claim filing procedures may vary depending on the warehouse handling the shipment.
Warehouse Investigation
DCL
To initiate an investigation for a lost package or missing goods (item lines), DCL handles claim filing with FedEx on our behalf. Claims should be initiated by emailing the warehouse and not through FedEx directly.
- Contact DCL pre-shipment department:
- Email: [email protected]
- Use Warehouse Request: Lost In Transit to provide necessary information.
- Include details about the missing items and/or package condition.
- DCL will confirm the claim filing via email thread.
- SEKO, TelAdvance & Paragon Bay:
- SEKO, TelAdvance, and Paragon Bay require filing claims through the FedEx portal.
- For missing goods (item lines) in CA orders, contact Paragon Bay to confirm shipment details before filing a claim.
- Contact Paragon Bay:
- Email: [email protected]
- Use Warehouse Request: Lost In Transit with modifications.
- Inbound Orders (RMA):
- Returns arriving at TelAdvance (US) or Paragon Bay (CA) require specific claim filing procedure, contact the warehouse for guidance on initiating these claims.
FedEx Claim (For SEKO, TelAdvance, and Paragon Bay)
Step 1: Log in to FedEx Account and Initiate Claim
- Go to FedEx.com and click "Sign Up or Log in" in the top right corner.
- Use the following credentials:
- USER ID: TBCSXTEAM
- PASSWORD: J$8#wQ!zP2m@L6u
- Select "Support" > "File a claim" from the dropdown menu.
- Click the orange "Start a Claim" banner.
Step 2: Fill in the Claim Progress Flow
- You will be redirected to "File and Manage Claims" window.
- Follow the claim progress flow:
- Enter the Tracking/Pro Number.
- Select "Shipment not received" or "Shipment Missing Contents" for missing items.
- Click "Continue".
- Fill in "Shipment & Recipient Information":
- Shipper details (Therabody for outgoing shipments, customer for RMAs).
- Recipient details (Therabody for outgoing shipments, customer for RMAs).
- Warehouse Addresses:
- SEKO (LA): 22601 Sequoia Dr, South Gate, CA 90280, USA.
- DCL (LOU, KY): 6825 Enterprise Drive, Louisville, KY 40214, USA.
- DCL (LA, CA): 4455 E Philadelphia St, Ontario, CA 91761, USA.
- DCL (YORK, PA): 500 Emig Road, York, PA, 17406, USA.
- TelAdvance (TX): 2727 Realty Rd STE 100 Carrollton, Texas 75006.
- Paragon Bay (CA, ON): 755 Wallace Rd, North Bay, ON, P1A 0E7, Canada.
Step 3: Submit Claim
- Fill in "Claim Details" and "Packaging Information".
- Attach necessary documents like order invoices.
- Review information and click "Submit".
Step 4: Download Proof of Claim
- FedEx will provide a claim number (e.g., C- followed by 8-10 digits).
- Download the claim PDF by clicking "Print Claim Details".