01 When we have your items
Our coverage applies from the moment our driver picks up your items at your address until they are scanned in by the UPS Store. That window is typically 30 minutes to 4 hours.
Before pickup — if your items go missing from your porch before our driver arrives — that's a porch piracy issue, not an Asnap issue. We can show you our driver's GPS-stamped arrival time as evidence, but the items were not yet in our custody.
After UPS scan — once UPS scans your package, custody transfers to UPS and you're under UPS's tariff and terms. We provide the receipt and tracking number as your proof of dropoff.
02 Coverage limits
If your item is worth more than $100, please drop it off yourself or contact dispatch before booking — we may decline higher-value pickups or require additional handling.
03 What is covered
- Loss of your item in transit between your address and the UPS Store, when the loss is confirmed by missing UPS scan + driver-reported exception.
- Visible physical damage caused while in our driver's custody (drops, mishandling, water damage from leaving in rain).
- Wrong-package delivery — e.g. driver drops your package at the wrong UPS Store and we can't recover.
04 What is NOT covered
- Amazon refund disputes. Whether Amazon issues a refund, how much, restocking fees, "received in worse condition" claims — that's between you and Amazon. The UPS receipt + tracking we provide is your proof of timely return; that's the limit of our role.
- Items below $20 declared value. Below this threshold, claims aren't economically practical and we ask you to absorb the loss. (We've seen 1 such case in pilot data.)
- Improper packaging by you. Loose glass, no padding for fragile items, leaking liquids, items not in a box for the Label path.
- Items on the Restricted list. If you place restricted items (alcohol, hazmat, etc.) in our custody, all coverage is void and you assume full responsibility.
- Theft after UPS scan. Once UPS scans, the package is in their custody. UPS has its own claims process.
- Theft from your porch before pickup. Porch piracy is not an Asnap issue.
- Indirect or consequential damages. E.g. "I missed the Amazon return window because of an exception, can you cover the full purchase price?" — we cover the item, not consequential losses.
- Acts of God. Wildfires, earthquakes, floods, civil unrest, government action.
05 Pickup exceptions
An "exception" is when our driver can't complete the pickup. Common cases:
| Exception | What we do | What you owe |
|---|---|---|
| No items at the door (Leave-at-door) | Driver photos the door, dispatch texts you to confirm, we re-attempt next window | $0 unless rebooked |
| Wrong address / can't find | Dispatch SMS you for clarification within 5 min | $0 if resolved same day |
| Gate or access issue | Driver waits 3 min, then escalates to dispatch | $0 if rebooked |
| Items too large or heavy (over 20 lb each) | Driver photos, dispatch contacts you to split the order | $0; new booking may be needed |
| QR or label invalid (already used / expired) | Dispatch contacts Amazon flow with you | $0; you may need a new label |
| Customer cancels at the door | Driver photos and leaves | $2.99 trip fee |
| Damage during transit | Driver photos, dispatch opens a claim immediately | $0 + claim coverage applies |
You'll see exceptions reflected on your order page and in your SMS log.
06 How to file a claim
07 Resolution timeline summary
| Step | Time |
|---|---|
| You email [email protected] | Within 7 days of pickup |
| Asnap acknowledges with claim # | 1 business day |
| Investigation (pull photos, GPS, UPS scan) | 2–5 business days |
| Decision communicated to you | By day 7 |
| Payout (if approved) via Zelle | 24 hours after approval |
08 Driver vetting & insurance
Every Asnap driver passes:
- A 7-year background check (felonies and theft-related misdemeanors disqualify)
- Motor vehicle record check (no DUI, no major moving violations in past 3 years)
- Active personal auto insurance with at least California-required coverage
- Asnap-required commercial-purpose endorsement or rideshare/delivery rider
Asnap, Inc. additionally maintains commercial general liability insurance with limits of $1M per occurrence / $2M aggregate, plus inland marine coverage that extends to packages in transit up to the per-item / per-pickup limits in §2 of this policy. Certificate of Insurance available on request to [email protected].
09 If UPS refuses your item
UPS may refuse an item at the counter for reasons including:
- Item appears to violate UPS shipping restrictions (alcohol, hazmat, etc.) — we'll know before you do thanks to our Restricted list, but UPS makes the final call
- Package is wet, severely damaged, or leaking
- QR code or label is invalid / already used
If UPS refuses, our driver photographs the refusal note and:
- Returns the item to your address (no extra charge for restricted items detected late)
- Notifies you via SMS with the reason
- Refunds your $4.99 service fee within 24 hours, since the dropoff didn't complete
10 Claims contact
Email: [email protected]
SMS: text "CLAIM" to (949) 555-9999 for callback during business hours
Mailing: Asnap, Inc., Attn: Claims, Irvine, CA 92614
Business hours: Mon–Sat, 8 am–7 pm PT.