There are three types of package problems: lost packages, damaged packages, and uncollected C.O.D. (collect on delivery) payments.
Lost Package: If a package has not been delivered 24 hours after the expected delivery date and time, the shipper or receiver can report the package as lost. UPS encourages the shipper to report package problems. If UPS is unable to find your package or prove delivery, a claim number for loss is issued to the shipper.
Damaged Package: Either the shipper or receiver can report a damaged package; however, UPS encourages the shipper to report package problems. An inspection by a UPS representative might be required. UPS will prepare a damage inspection report and contact the shipper of record with the results of the inspection. For damages, UPS will provide the shipper with a damage claim number as soon as the damage is reported online. Please note that the issue of a claim number does not mean that the claim will be approved.
Uncollected C.O.D.: An uncollected C.O.D. can only be reported by the shipper of record. If UPS is unable to collect the C.O.D. payment, a claim letter will be issued to the shipper.
Note: For packages not delivered on time, you can request a Guaranteed Service Refund (GSRs) by calling 1-800-PICK UPS (1-800-742-5877). Requests for GSRs cannot be made online. |
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Within the United States:
If the origin and destination of the lost or damaged package or uncollected C.O.D. are within the U.S., select Report a Problem below or follow these steps:
- Select Support in the area at the top of the page.
- Select Claims located under Customer Service in the area at the left.
- Select the type of problem you would like to report.
- Complete the required fields on the pages that follow.
You can report a lost or damaged package online up to five months from the date of expected delivery. If you choose to report a lost or damaged package to UPS Customer Service, you can do so up to nine months from the date of expected delivery. You can report an uncollected C.O.D. either online or to UPS Customer Service up to 45 days from the date of package delivery. |
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Outside the United States:
If the origin and destination of the lost or damaged package or uncollected C.O.D. are outside the U.S., follow these steps:
- Select Support in the area at the top of the page.
- Select E-mail UPS located under Customer Service in the area at the left.
- Select Claims Question.
- Complete all of the required fields on the e-mail form, and select Submit.
You can also select Contact UPS below. You have up to 60 days from the date of expected delivery to report your international package problem. |
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You can report package damage or loss or an uncollected C.O.D. payment on UPS.com within approximately six months of the scheduled package delivery date. Please note that the package must have an origin and destination within the U.S. to use online reporting. |
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A Damage Call Tag is issued by UPS on behalf of the shipper or receiver in order
to retrieve a damaged package for inspection by a UPS representative. |
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If you shipped your package at an Authorized Shipping Outlet, a Commercial Counter (for example, Staples, Kroger, etc.), or a The UPS Store® location, you can report package damage or loss on UPS.com or by contacting UPS Customer Service. The UPS Customer Service phone number can be found by selecting Contact UPS below.
If you shipped at a shipping location, UPS will consider the shipping location to be the shipper of record. Once your report of package damage or loss has been investigated, you should contact the shipper of record to learn how the matter was resolved. |
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No, you can report a package problem on UPS.com only if the origin and destination of your package were within the United States. Online claim reporting is not available for international packages.
You can, however, notify UPS of an international or domestic package problem by following these steps:
- Select Support in the area at the top of the page.
- Select E-mail UPS located under Customer Service in the area at the left.
- Select Claims Question.
- Complete the required fields on the e-mail form and select Submit.
You can also select Ask a Claims Question below or contact UPS Customer Service. The UPS Customer Service phone number can be found by selecting the Contact UPS at the top of this page. |
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While either the shipper or receiver of the package can contact UPS to report a damaged or lost package, UPS encourages the shipper to report package problems.
Occasionally, damage to a package is discovered while the package is in the UPS system. When this happens, UPS notifies the shipper of record. |
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United States Domestic Packages
You can report a lost or damaged package online up to five months after the date of expected delivery. If you choose to report a lost or damaged package to UPS Customer Service, you can do so up to nine months from the date of expected delivery. You can report an uncollected C.O.D. either online or to UPS Customer Service up to 45 days from the date of expected delivery.
International Packages
You can report a problem up to 60 days from the date of expected delivery. |
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After you report the damaged package, retain the original carton, its contents and all packing materials until advised otherwise by UPS. |
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When a reported package problem results in a claim, a Damage/Loss Notification Letter will be sent to the shipper of record. The letter will provide the shipper with a claim number and instructions for submitting the necessary supporting documentation. |
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The investigation and location processes each take approximately seven to 10 business days. |
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Shipments are automatically protected against loss or damage up to $100. Additional protection up to $50,000 per package is available for purchase at the time of shipping. |
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Within the United States:
To find the status of a package problem or claim for a package with an origin and destination within the U.S., follow these steps:
Select Check Claim Status below or:
- Select Support in the area at the top of the page.
- Select Claims located under Customer Service in the area at the left.
- Select Check Status.
- Complete the required fields and select Submit.
Outside the United States:
To find the status of a claim for a package with an origin or destination outside the U.S., follow these steps:
- Select Support in the area at the top of the page.
- Select E-mail UPS located under Customer Service in the area at the left.
- Select Claims Question.
- Complete all of the required fields on the e-mail form and select Submit.
You can also contact UPS Customer Service. The UPS Customer Service phone number can be found by selecting Contact UPS below. |
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Shippers and receivers can check the status of a claim using the package tracking number. The tracking number will provide only summary status information.
Using a claim number will allow you to see detailed status information, including payment details. Only the shipper of record, however, can receive claim numbers from UPS. |
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If your package was shipped using an Authorized Shipping Outlet, a Commercial Counter (for example, Staples, Kroger, etc.), or a The UPS Store® location, you will not be able to see information about your claim on UPS.com. UPS only shares claim information with the shipper of record. In these cases, UPS considers the shipping location as the the shipper of record. Therefore, once your report of package damage or loss has been investigated, you should contact the shipper of record to learn how the matter will be resolved. |
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Within the United States:
Once you receive the Damage/Loss Notification letter, choose the most convenient option from the options below. Follow the steps set out under the option you choose.
Option 1: Complete the process online
- Check the status of your claim. Either select Check Status in the area to the left and complete the required fields, or choose Claims History in the area to the left and complete the required fields.
- Select Update Claim and Submit Documents, and follow the instructions provided.
Option 2: Complete the process offline
- Complete the Request for Claim Payment form using black ink. Provide the lesser of your actual cost, replacement cost if the merchandise can be replaced, or repair cost if the merchandise can be repaired. You can also request reimbursement of transportation charges. Note that reimbursable transportation costs do not include declared value fees, adjustments, or refunds. Please also include a contact name and telephone number in case we need to contact you.
- Attach a copy of the original invoice or other certified proof in writing sufficient to identify the package contents and substantiate the lesser of the actual cost, replacement cost, or repair cost of the merchandise.
- Send the bar-coded Request for Claim Payment form as a fax cover page, along with the required documents listed, to the fax number on the Damage/Loss Notification letter.
Note: If you cannot fax your claims documents, you can send documents by mail to the address listed on your Damage/Loss Notification Letter.
Outside the United States:
Please contact UPS Customer Service regarding package damage and loss. The UPS Customer Service phone number can be found by selecting Contact UPS below. |
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When UPS has reviewed the claim documentation and approved the claim, the payment is typically issued or mailed to the shipper of record within three to five business days. |
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Claim payments are sent to the shipper of record at the address on file with UPS. Please allow five to seven business days for the check to arrive. |
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Related Links |
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Report package damage, loss, or an unpaid C.O.D. (U.S. Domestic only).
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Check the status of a claim or reported problem in the U.S.
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What might be considered a package problem?