My Onewheel needed a tire change and bearing swap, so I shipped it to a well-known service center in California. Tracking showed it stalled in a distribution center in Kansas for a week, then changed to “Lost/Investigation Opened.” I called the service shop. They said, “We didn’t receive it, so it’s not our problem.” I called UPS, and they said, “You didn’t buy the extra insurance.”
Key Takeaways
- Default Limits are Low: UPS and FedEx liability is limited to $100 unless you pay for more. If you shipped a $2,000 board with a standard label, you get a check for $100.
- Who Bought the Label? If the service shop sent you a prepaid label, they are the shipper. They must file the claim and refund you. If you bought the label, you are on your own.
- Insurable Interest: You must prove the value. Custom boards with no receipts are hard to value.
- Porch Piracy vs. Transit Loss: “Lost in Transit” is a carrier failure. “Delivered” but missing is a theft claim. Know the difference.
The “Why” (Declared Value Limits)
Carriers rely on the tariff.
“Maximum liability is limited to $100 unless a greater value is declared and charges paid.”
People skip the $30 insurance fee to save money, risking the $2,000 asset.
The Investigation: The Return Trip
I asked three service shops how they handle shipping insurance.
1. Future Motion (Manufacturer)
- Policy: When you do a warranty return, they provide the label. They insure it. If UPS loses it, they send you a new board.
2. Third-Party “Vesc” Shops
- Policy: Mixed. Many send you a label but might not pay for full insurance to keep costs down. Always ask: “Is this label insured for the full value of $3,000?”
3. DIY Shipping
- Policy: If you ship it yourself, you must buy the insurance. Using a service like PirateShip makes adding third-party insurance easy and cheap.
Comparison Table
| Shipper | Responsibility | Action Required |
| You (Personal Account) | You | Buy extra coverage |
| Shop (Prepaid Label) | The Shop | Confirm coverage limit before sending |
| Manufacturer (RMA) | Manufacturer | Keep the drop-off receipt |
Step-by-Step Action Plan
- Get a Drop-Off Receipt: Never just leave a board at the counter. Get the printed receipt with the weight and tracking number. This proves UPS took possession.
- Verify Label Insurance: If a shop emails you a label, look at the details. If it doesn’t show a “Declared Value,” email them back and refuse to ship until they insure it.
- Photos Before Taping: Photograph the board going into the box. If they find the empty box later, they might claim you shipped an empty box.
FAQ
What if the tracking says ‘Delivered’ but the shop says they don’t have it?
This is a dispute. The shop needs to check their cameras. If they signed for it, it’s their liability.
[IMAGE: Screenshot of a UPS tracking page showing “Exception: Package Lost”]