If your UPS package was lost, damaged, or missing contents, you may be able to file a claim with UPS. The UPS claims process allows eligible customers to report problems involving shipments and request compensation when the shipment qualifies under the applicable UPS terms.
The process can differ depending on whether you are the shipper, recipient, or another authorized party, as well as the type of shipment and service used.
How to File a UPS Claim
UPS provides an online claims process through its official website.https://www.ups.com/us/en/support/file-a-claim
You will generally need to:
- Sign in or provide the requested shipment information.
- Enter the tracking number.
- Explain what happened.
- Provide supporting documentation.
- Submit the claim.
- Monitor the claim’s progress online.
UPS recommends starting a claim as soon as possible after discovering a shipment problem.
What Problems Can You Report?
A UPS claim may be appropriate when a shipment is:
Lost
The package cannot be located or delivered.
Damaged
The package or its contents arrived damaged.
Missing Contents
The package was delivered, but some of the contents are missing.
The availability of compensation depends on the shipment’s terms, declared value, applicable UPS service rules, and other factors.
What Information Do You Need to File a UPS Claim?
Having complete information can make the process easier.
You may need:
- UPS tracking number
- Shipment details
- Shipper and recipient information
- Description of the problem
- Description of the merchandise
- Purchase or invoice information
- Photos of damaged packaging
- Photos of damaged contents
- Proof of value
- Repair estimates, where applicable
For damage claims, keep the original packaging and damaged items until UPS has completed any inspection or tells you otherwise.
How to File a UPS Damage Claim
If your package arrives damaged, document the condition before throwing anything away.
Step 1: Take Photos
Take clear photographs of:
- Exterior packaging
- Shipping label
- Damaged areas
- Interior packaging
- Damaged product
Step 2: Keep the Packaging
Do not immediately discard the box, wrapping, or other packing materials.
They may be relevant to the claim investigation.
Step 3: Start the Claim
Use the UPS Claims Center and provide the tracking number and requested information.
Step 4: Submit Proof
Depending on the circumstances, UPS may request evidence supporting the value of the merchandise and the amount being claimed.
Step 5: Monitor the Claim
Keep your claim number and check the claim status through UPS’s online system.
How to File a UPS Lost Package Claim
If a shipment has not arrived, first check the tracking information.
Sometimes a package may be delayed or may receive a delivery scan before the recipient physically finds it.
If the shipment appears to be lost, you can begin the claims process through UPS.
You should have:
- Tracking number
- Shipment information
- Description of the merchandise
- Value of the merchandise
- Purchase documentation, if available
Can a Recipient File a UPS Claim?
Potentially, yes, depending on the shipment and the circumstances.
UPS’s claims process allows certain recipients and other authorized parties to participate in claims, but the person who has the right to submit or receive payment can depend on the shipment terms and who purchased the shipping service.
If you purchased an item from a retailer and UPS lost or damaged the package, you should also contact the seller. The seller may be the party responsible for resolving the shipping issue with UPS.
UPS Claim for a Missing Package
A missing package can mean different things.
Tracking Says Delivered, but You Cannot Find It
Before filing a claim, check:
- Front door
- Side or back entrances
- Garage
- Mail area
- Building reception
- Other household members
- Neighbors
Also check the UPS tracking details for delivery information.
If the package still cannot be located, contact the seller or UPS and follow the applicable claims process.
Tracking Has Not Updated
A lack of tracking updates does not necessarily mean the shipment is permanently lost.
It could be delayed, especially during severe weather, holidays, or other disruptions.
If the shipment remains unresolved, a claim may be appropriate.
How Long Does a UPS Claim Take?
There is no single processing time for every UPS claim.
The time can depend on:
- Type of claim
- Shipment service
- Documentation
- Value of merchandise
- Investigation required
- Whether additional information is requested
UPS may contact the shipper or recipient during the investigation.
Providing complete and accurate documentation can help avoid unnecessary delays.
How to Check UPS Claim Status
After submitting a claim, use the UPS claims system to monitor its progress.
Keep your:
- Claim number
- Tracking number
- Submission confirmation
- Supporting documents
If UPS requests additional information, respond as soon as possible.
What Happens After You File?
The claims process may involve several stages.
Claim Submitted
UPS receives your claim and the information you provided.
Investigation
UPS reviews the shipment details and supporting evidence.
Additional Information
UPS may request documentation or clarification.
Decision
UPS determines whether the claim qualifies under the applicable terms.
Payment
If approved, compensation is handled according to the applicable shipment terms and claim arrangements.
Approval is not guaranteed simply because a package was lost or damaged.
What Can Affect a UPS Claim?
Several factors may affect the outcome.
Packaging
UPS may consider whether the shipment was adequately packaged for transportation.
Declared Value
The amount of declared value or applicable coverage can affect potential compensation.
Proof of Value
Invoices, receipts, or other documentation may be important.
Shipment Terms
Different UPS services and shipments can have different limitations and conditions.
Exclusions
Certain types of loss, damage, or merchandise may be subject to exclusions or limitations.
UPS Claim vs. Refund Request
A claim and a refund request are not necessarily the same thing.
A claim generally involves a lost, damaged, or otherwise problematic shipment for which compensation may be requested.
A refund request may concern an eligible service failure or another billing/service issue.
The appropriate process depends on what went wrong with the shipment.
What If UPS Denies Your Claim?
If UPS denies your claim, review the explanation carefully.
Check whether the decision relates to:
- Insufficient documentation
- Packaging
- Shipment exclusions
- Declared value
- Filing requirements
- Proof of loss
- The type of merchandise
- Other shipment conditions
If you believe the decision is incorrect, use the options available through UPS to request further review or provide additional documentation.
If you purchased the item from a retailer, contacting the seller may also be important because the seller may have separate obligations toward you.
Tips for a Strong UPS Claim
Keep Everything
Do not throw away damaged packaging or merchandise until you know it is no longer needed.
Take Detailed Photos
Photographs can provide useful evidence of the condition of the package and contents.
Provide Proof of Value
A receipt, invoice, or other reliable documentation can help establish the value of the merchandise.
Be Accurate
Describe exactly what happened rather than guessing about the cause of the loss.
Save Your Claim Number
You may need it when checking the claim or communicating with UPS.
Contact the Seller When Appropriate
For online purchases, the seller may be the best party to contact because the seller may have purchased the shipping service.
Frequently Asked Questions
How do I file a UPS claim?
You can start through the official UPS Claims Center by providing your tracking number and the requested shipment and loss information.
Can I file a UPS claim for a damaged package?
Yes, eligible damaged shipments can generally be submitted through the UPS claims process. Keep the packaging and damaged merchandise and provide photographs and proof of value when requested.
Can I file a claim for a lost UPS package?
Potentially. If a shipment is considered lost or cannot be located, you can use the UPS claims process to report the problem.
Can the recipient file a UPS claim?
Depending on the shipment and circumstances, a recipient may be able to participate in or submit a claim. The shipper may also need to be involved.
What should I do if UPS says my package was delivered but I cannot find it?
Check the delivery location and surrounding areas first. If the package remains missing, contact UPS and the seller and follow the applicable claims process.
How long does a UPS claim take?
There is no universal processing time. Claims can take different amounts of time depending on the type of loss, investigation, documentation, and shipment terms.
Will UPS automatically pay my claim?
No. UPS reviews claims according to its applicable terms and conditions. A claim must meet the relevant requirements before compensation is provided.
Final Takeaway
If you need to file a UPS claim, start with the official UPS Claims Center and have your tracking number, shipment information, proof of value, and supporting photographs or documents ready.
For a damaged package, keep the original packaging and damaged merchandise until you know they are no longer needed. For a missing shipment, check the tracking information and contact the seller when appropriate.
Most importantly, remember that filing a claim does not guarantee payment. UPS evaluates each claim according to the applicable service terms, shipment conditions, documentation, and other relevant factors.
Disclaimer: This article provides general information about the UPS claims process in the United States. Claim eligibility, deadlines, documentation requirements, liability limits, and compensation can vary according to the shipment, service, terms, and circumstances. Always verify the current requirements through UPS’s official website.
