Prompt reporting is crucial, as a lost or stolen shipment claim can be denied if Delaware Depository does not submit a claim to the courier immediately following delivery
Claims must be submitted to STRATA within 7 days of the package receipt, per insurance policy requirements.
Damaged Packages
If the package(s) received were damaged, you will be required to submit photos. It is crucial to keep all packaging material and have it readily available for investigation by couriers. Failure to keep packaging material may result in a denial claim.
Photos needed for a damaged claim:
- Damaged merchandise inside the box
- Packaging material
- Any damage outside the box
- Top, sides, and bottom of the box.
- Shipping label on the box
Once the above information is received by STRATA a prompt investigation will begin. You may submit your claim and photos to STRATA's Client Service Team at Service@StrataTrust.com.
Lost or Stolen Package
If you are declaring a loss or stolen package, a police report is required to help support the claim. After you report a lost or stolen package to the authorities, STRATA will need a copy of the report to submit to Delaware Depository.
Submit your claim Service@StrataTrust.com
- Ensure to initiate the claim within the 7-day window.
- You may submit the police report once it is received via email
Delaware Depository will ask the courier to conduct an investigation. If loss or theft is confirmed, the replacement process will begin. Delaware Depository does not have any control over the courier’s investigation and the investigation process may take a few weeks or up to several months to complete.
Delaware Depository’s Insurance Policy
Delaware Depository’s insurance policy covers up to $100,000 per package. Insurance coverage is based on the COMEX or NYMEX spot price of the metals being shipped on the date of shipment, without regard to premiums, rarity, mintage, condition, etc.
If you have questions and would like to walk through the process with a team member call us directly at 866-928-9394 or complete our Service Request form.