Claims Support

Start a Claim

How to Process Claims

You can start a claim for packages that have been lost or damaged:

  • Loss: You can file a claim on a package if it has not been delivered 24 hours after the expected delivery date and time. Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package. If you’re still unable to locate the package, the sender or the intended receiver can initiate a claim.
  • Damaged: The shipper or receiver can initiate a claim on a damaged package, although UPS encourages the shipper to report package problems.

Note: For a complete description of all requirements for the claim process, refer to the Terms and Conditions of Service/Carriage in effect at the time of shipping.

For eligible packages, you can request a refund for packages not delivered on time by logging into the UPS Billing Center.

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Start a Claim

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Manage Claims

  • Edit Claims

    Make changes to your claim

    Edit your claim, upload additional information and receive claim updates

  • Submit a new claim

    Start a new claim using our secure application.

  • View claims history

    Review up to 270 days of claims history.

  • Export data

    Create reports or extract data for convenience.

  • Set preferences

    Change how you’re contacted about claims at any time.

  • Customize your layout

    Organize your dashboard to meet your needs.

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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 for which the claim was filed.

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.

*Customers in Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden and Switzerland are only able to receive payment electronically.

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Preventing Damage or Loss

Preventing claims

Our research has found that, in most cases, damaged or lost packages resulting in a claim are often associated with choosing boxes or containers that are too large or too small, providing poor cushioning or padding, using unprotected labelling or having unclear delivery instructions.

Items packaged in boxes that are too small risk becoming damaged because they don’t have sufficient weight support and can fall out. Items packaged in boxes or containers that are too large or don’t have proper cushioning risk becoming damaged because they can easily collide with other items within the packaging box or container.

To avoid these packaging issues, we encourage you to follow a few basic guidelines that can help you be proactive when it comes to preventing claims.

More Tips on Preventing Damage

Common Questions

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