One of my items was delivered damaged, how do I file a claim?
In the unfortunate event that something is damaged, MakeSpace has a claims process. To initiate this process, please log into your account and visit our claims submission form.
For each claimed item we will require photos of the damage, a photo of the whole item, and proof of value for the item. You must initiate a claim within fourteen (14) days of delivery of the item(s) and provide any additional information requested by MakeSpace in a timely manner to facilitate the claims process. The review process can take up to three weeks from the time we’ve collected all the information.
In the case of a damaged item, MakeSpace will work with you to collect information about the damage. After filling out the Claims form, the following information will need to be submitted:
- Photos of the damage (make sure to include a photo of the whole item as well). Photos of any identifying labels with make and model information.
- Copies of the original receipts. If you don’t have a copy of the receipt, please provide a website link to the same item from an online source.
Once you’ve initiated the claim and have sent us the required photos and receipts, we can submit the claim to be reviewed by our Claims Department in accordance with our Terms of Service. Please note that any compensation will be based on your coverage limits in accordance with your selected Protection Plan.
Please keep in mind, you must submit the claims form within two weeks of receiving the item, or the claim will be forfeited.
With any further questions, contact our Customer Support team.
One of my requested items was not delivered, what should I do next?
If you believe a requested item was not delivered, we ask that you first check your account to determine if the item is still in storage. If you don’t see the item on your account, please notify us right away so we can launch an investigation. Please provide a detailed description of the item, as well as the date it was picked up by our team. After a thorough investigation, if the items will not be available for re-delivery in a reasonable amount of time, you are welcome to proceed with filing a claim.
To initiate this process, please log into your account and visit our claims submission portal.
For a missing item, we require a receipt, or weblink to the item, as well as any additional photos or documents to be submitted for review. You must initiate a claim within fourteen (14) days of the intended delivery of the item(s) and provide any additional information requested by MakeSpace in a timely manner to facilitate the claims process.
The process generally takes about three weeks from the time we’ve collected all the information.
My property was damaged during the appointment, how do I file a claim?
If your property (walls, floors, etc.) receives damage during an appointment, we consider this “property damage,” and we take this matter very seriously. Please know that you have the option to file a claim for the damages and will be working directly with our Claims team for review and resolution.
To initiate a “Property Damage” claim, please contact us with the following information:
- Date of the appointment
- List of damaged property (walls, floors, etc.)
- Description of how the damage occurred
- Estimated Cost of Repair
- Photos of the Damaged Property
- Quote to Repair the Property
- Any relevant photos, documentation, and repair quotes.
In the event that the estimated cost of repair is greater than $300, we kindly request that you provide 2 repair quotes that itemize and outline the associated costs to ensure accuracy and competitive pricing.
With any further questions, our Customer Support team is standing by to assist.
I have the “Basic” Protection Plan, will I only receive .60 cents/lb reimbursement for damaged or missing items?
Your claim will be evaluated and approved based on your Protection Plan. However, the Claims team will take many factors into consideration when reviewing your claim, and we highly encourage filing a complete claim for any affected items.
With any questions about filing a claim, see our article on Filing a Claim or contact Customer Support.
I have filed a claim, how long will the review process take?
Once all necessary information is collected, the review process can take between two and four weeks. Keep in mind that your claim cannot be submitted for review until you have submitted photos and/or receipts.
Once your claim has been reviewed, you'll receive an email from a member of our Claims team with additional information and next steps.
After the claim has been filed, please contact our Claims team at firstname.lastname@example.org with any further questions.
I received my claim determination and I have questions about the claim or my payment. What should I do next?
With any questions post-determination, reply to your claim determination email or reach our email us at email@example.com to speak directly with a member of our Claims team regarding next steps.