Shipping Insurance

Mulberry shipping insurance lets shoppers add package protection to their order at checkout. When an insured order is lost, damaged, or stolen in transit, the customer files a claim with Mulberry and is reimbursed for the value of the order — products, shipping, and taxes.

This page covers the product itself — what's covered, how the premium works, and how claims resolve. Setting up the offer is platform-specific; see Set it up on your platform below.

What it covers

Shipping insurance protects the shipment of an order against loss, damage, and theft in transit. The insured amount is the full value the customer paid — products, shipping, and taxes — excluding the insurance premium itself. No customer account or separate registration is required: coverage is recorded the moment the order is placed.

A claim is filed as one of three types: loss (including theft in transit), damage, or shortage (items missing from the package). Coverage applies to shipments by the major carriers — USPS, FedEx, UPS, DHL, Canada Post, OnTrac, LaserShip, Amazon, and others.

The premium the customer pays is a percentage of their cart value, called your customer rate. The rate is set by Mulberry on your account as part of your retailer agreement; the premium is calculated automatically at checkout from the cart subtotal.

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How the premium is calculated

The premium shown at checkout is cart subtotal × customer rate, rounded to the cent. It is computed from the product subtotal only — shipping and taxes are excluded so the amount the customer sees doesn't shift as shipping and tax are calculated later in checkout. The full order value (including shipping and tax) is what's insured.

How a claim resolves

When an insured shipment is lost, damaged, or stolen, the customer files a claim directly with Mulberry. Once the claim is approved, Mulberry disburses the payout to the customer — they never deal with a separate insurer.

For the end-to-end claim experience and the partner-side claim APIs, see How claims work and File a claim.

The policy lifecycle

Every insured order moves through the same three events, whatever the platform:

• Recorded — the policy is recorded when the order is placed.
• Shipment attached — the tracking number and carrier are sent to the insurer once the order ships.
• Voided — the policy is voided if the order is cancelled.

How each event reaches Mulberry depends on your integration: on Shopify the app's webhooks handle all three automatically, while custom integrations report them through the API. Your platform's setup guide covers the mechanics.

Set it up on your platform

• Shopify — enable the Package Protection offer in your Checkout Editor (and on draft orders for manually built sales). See Shipping insurance on Shopify.
• Custom integration — quote and record coverage through the Mulberry SDK and API. See Add shipping insurance.

Shipping insurance is switched on per retailer by Mulberry, including your customer rate — contact your account manager to get enabled before setting up the offer.

Support

For questions about pricing, your customer rate, carrier coverage, enabling the feature, tailoring the offer's wording or placement, or the status of a specific claim, contact your Mulberry account manager or email [email protected].