File a Claim

Have a problem with a parcel? Sign into your profile, provide us with the details and track the process as we put all hands on deck to investigate your claim to see how we can make things right.

File a Claim

View an Existing Claim.
File a Claim as a Guest.

How Does It Work?

You can start a claim for parcels that have been lost or damaged, or if a collect on delivery (C.O.D.) payment was not received. Here is how to do it:

  • Provide Some Details About the Parcel
    This can be the parcel tracking number, weight or contact information for the recipient.
  • Let Us Know Your Role in the Claim
    Indicate your relationship to the parcel. Are you the sender, receiver, an appointed representative of the shipper or a third party?
  • Filing your Claim as A Guest
    This can be a quicker solution for you. If you are the shipper of the parcel, just know that you will likely be required to return and provide additional documentation. Additionally, claim status after submission is limited to the shipper.
  • Support Your Claim With Additional Documentation
    Items such as receipts, invoices and purchase orders can help identify merchandise. Attaching photos of damaged packages is also recommended for damage claims.
  • Submit Your Claim
    You'll get a notification from us about your claim once submitted, as well as up-to-date information available on your claims dashboard.
  • Visibility into Your Claims Progress
    Your claim’s progress can be managed from your claim’s dashboard. You will be provided up to date details of the claim and notification of necessary action for the claim to be paid. Access will require you to be signed into, as these features are not available when filing your claim as a guest.

View Supporting Documentation Requirements

Take Advantage of the Flexibility of the Claims Dashboard

Through the claims dashboard, you can easily:

  • Edit information and upload additional supporting documents.
  • Submit a new claim using our secure application.
  • Review up to 270 days of your claims history.
  • Export data to create reports.
  • Set your preferences to choose how you’re contacted about claims.
  • Customise your dashboard to meet your needs.

Log In to Dashboard

Receiving Payment for a Claim

If your claim has been issued, a request for payment can then be made by the shipper. A Request for Payment Form will be sent within the preferred method set in your profile to be returned.

Next, provide us with documentation that shows the purchase price, actual cost, repair cost or replacement cost of the merchandise the claim was filed for.

The quickest way to receive payment for your claim is providing us with your bank account number and Bank Identification Code, Sort Code or Routing Number when filing your claim. Note: You can always add your bank information even after filing your claim.

If you prefer, you can also be sent a paper cheque, which may take up to 15 days to arrive.

Contact UPS View My Claim Status

Proactively Preventing Parcel Damage and Loss

Research shows that damaged or lost parcels resulting in a claim are often connected with boxes too large or too small, providing poor cushioning, labels that aren’t properly placed on your parcel or having unclear delivery instructions.

To avoid damages, check out a few basic tips we put together that can help get your parcel to its destination safe and sound.

More Packaging Tips Packaging Advisor