Review the Preventing Claims Overview and Labeling Tips to help reduce the chances that you'll need to report a problem.
If your claim has been denied, select a claim denial reason below to learn about helpful suggestions developed by UPS packaging engineers.
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Help prevent package damage or loss |
- Use a box strong enough to support the weight of the contents
- Ship cases in corrugated shipping containers
- Securely seal contents at risk from leakage
- Use at least two inches of appropriate cushioning material to protect items from each other and the corners, sides, top, and bottom of the box
- Reinforce package edges to protect from bending
- Securely seal package closures and seams with reinforced tape
- Include complete address information and telephone numbers on the label
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Filling Out the Label:
- Include the receiver's postal code with the complete street address, contact name, and telephone number on the label. Add the suite, apartment, or unit number if applicable.
- Make every effort to obtain a street address. If you do use a P.O. Box address, include the recipient's telephone number on the label. Army Post Office (APO) and Fleet Post Office (FPO) addresses are not accepted by UPS.
- Always include your complete return address with postal code and phone number.
Label Placement:
- Place the label on a flat surface on the top of the package. Putting the label on a seam, edge, closure, or on top of sealing tape, may hinder legibility.
- To avoid confusion, place only one address label on the box. If using a packing slip, place it on the same surface of the box as the address label. When reusing boxes, remove or cross out any old labels or markings.
- Insert a duplicate label or other form of address information inside the package. This will help us locate your package if there is damage to the label or box.
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Specific claim denials which occur as a result of insufficient seal or closure are:
- The package closure was not sufficient and failed, allowing merchandise to fall out
- The package was not sufficiently closed or sealed
How to securely seal packages
Apply three strips of tape to both the top and bottom of the box so the middle and two edge seams are sealed.
Use a strong tape, such as:
- Pressure-sensitive plastic tape that is at least two inches wide
- Nylon-reinforced filament tape that is at least two inches wide
- Water-activated reinforced tape that is at least three inches wide
Don't use masking tape, cellophane tape, duct tape, water-activated paper tapes, string, or paper over-wrap because they won't provide a strong enough seal. |
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Specific claim denials which occur as a result of insufficient packaging, cushioning, or protection are:
- The merchandise was not sufficiently cushioned
- The merchandise was not properly placed within the packaging to sufficiently protect it
- The packaging was not sufficient to protect the merchandise
How to properly cushion contents
Each item within the package should be wrapped separately with a sufficient amount of suitable cushioning material. Use at least two inches of cushioning to protect items from each other and from the corners, sides, top, and bottom of the box. This will prevent product-against-product damage and protect the contents from shock and vibration outside the box.
Fragile objects such as electronics, glass, ceramics, and artwork require special packaging for safe shipment. These packages may require added cushioning or a double box. |
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How to determine if the box is strong enough to support the weight of the contents |
| Weight limits printed on the box maker's certificate (found on bottom flaps of most boxes) are intended for palletized freight shipments, not for shipments through small parcel carrier environments. Following the UPS box strength guidelines will help ensure your package is of adequate strength to provide sufficient protection. |
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How to securely seal contents at risk from leakage |
| Make certain that caps or covers are applied securely to help ensure they do not loosen during transit and result in a leak. It is recommended that you add a heat induction foil seal to help prevent leakage. |
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How to ship cases using a protective covering |
| Some contents come with their own containers or cases. These may not be durable enough to protect contents during shipment. Place cases into a corrugated shipping container following the UPS box strength guidelines. |
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How to protect package edges to prevent them from bending |
| Consider increasing the strength of the box or using angle-board (V-board) to increase the beam strength of the package. Either option will help prevent corners and edges from bending. |
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Note: This page contains general packaging guidelines which illustrate the minimum recommended steps to adequately protect package contents. Depending on package contents, additional steps may be necessary to ensure that packages are adequately and securely packed, wrapped, and cushioned for transportation. Further details on proper packaging are available in the UPS Rate and Service Guide. |
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Related Links |
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Find out more about preparing your package for shipping.
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UPS Packaging Services
For over 30 years, the packaging engineers at UPS have designed and tested packaging for every major industry. UPS Professional Services will share that wealth of experience to provide innovative and cost-effective packaging solutions for you.
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Preventing Claims Overview