Service Alerts

We have received reports of UPS My Choice^® members receiving erroneous delivery notifications. We process customer data in accordance with relevant national and European regulations. We are investigating the incident as a matter of priority and we apologise for any inconvenience caused.

Coronavirus Update

Governments of most European countries have implemented various containment measures in an attempt to stop the spread of the Novel Corona Virus. Limitations do not apply to the movement of goods and UPS continues to operate a regular service.

We are currently operating Monday through Friday and serving our customers as usual. Despite current challenges, we continue to service our customers as best we can. Current circumstances may cause some delays in transit. For example, new border controls, reduced air freight capacity in the market, and local protective regulations and quarantine measures may all impact service.

Within countries, some parcel deliveries may not be possible due to the closure of shops or businesses, or restrictions in various postcodes, in which case parcels will be returned to sender. Undeliverable parcels due to this emergency carry either of the below tracking statuses:

C5 – An Emergency Situation or Severe Weather Condition Has Delayed Delivery

Please note that where non-essential retail locations remain closed, shipments to UPS Access Point™ locations could be impacted, although a majority of the European UPS Access Point™ network remains available. As some governments start to relax their restrictions on retail locations, a face mask may be required when entering to comply with local government protocols.

For parcels requiring a signature, our drivers can temporarily do this on behalf of the customer to avoid unnecessary contact via hand-held devices. We kindly request customers to open the door, accept the parcel and state their name for security purposes. Parcels that are not signed for will be marked with code UPSID plus 11 digits of the consignee’s name as proof of delivery.

Due to the unprecedented nature of the current situation, the waiting times for our customer service desk may be longer than usual. For the latest status of your shipments we encourage you to use shipment tracking on ups.com.

Suspension of Money Back Guarantee

Effective 26 March 2020 and until further notice, we have suspended the UPS Money Back Guarantee (also referred to as the UPS Service Guarantee) for all shipments from any origin to any destination.

Restrictions on Exports of PPE by European Countries

Several European countries have implemented national restrictions on the export of PPE (personal protective equipment) and other medical equipment, including exports to other EU member states. Countries which have implemented some level of national restrictions on the export of PPE include:

Belgium / Czech Republic / France / Germany / Italy / Poland / Spain / Russia

As this is a dynamic situation subject to change without prior notice, businesses shipping PPE are advised to check in with the relevant national authorities to ensure shipments comply with the latest governmental decrees.

Service Updates

Belgium:

Effective immediately, UPS drivers in Belgium are temporarily not accepting cash payments. For Collect on Delivery (COD) shipments, UPS will contact the consignee who can either make payment by bank transfer before their parcel is delivered or pay by card at the UPS service center. Please ensure consignee contact information has been provided for all COD shipments.

Italy:

Saturday deliveries have been suspended.

United Kingdom

Due to a surge in volumes, deliveries to the following areas may be impacted by delays of up to 24 hours.

• Northampton – NN, MK, PE Split, LE13-16
• Luton – LU, SG, AL, HP
• Tamworth – B, CV, LE1-12 & 17+, WV, WS, DY
• Reading – GU11-25, GU36+, RG1-12, RG30&31, RG40-45

International Dangerous Goods

Due to certain airline restrictions, International Dangerous Goods (IDG) shipments are temporarily suspended on a limited number of lanes to and from Africa and the Middle East. The Dangerous Goods Approved Country list has been updated to reflect these suspensions.

Asia Pacific

UPS operations in the region continue, with daily pickups and deliveries, except where constrained by government restrictions.

For the latest information in English on service impacts please visit here.

Important Updates on the Export of Medical Supplies from China   

Export of Medical and Non-Medical Masks 

• Effective 6 May 2020, in order to facilitate customs clearance process and prevent delays, customers who are shipping (medical and/or non-medical) masks and other personal protective equipment (PPE) from China are required to provide customs declarations documents in one single file to UPS Customs Brokerage before a shipment pick-up order can be placed. For more information on this process, please reach out to a UPS China Customer Service Representative.

Export of Non-Medical Masks:  

Effective 26 April 2020, the General Administration of Customs of China (GAC), the Ministry of Commerce (MOFCOM), and the General Administration of Market Supervision (GAMS) introduced new requirements for the export of non-medical masks out of China.

Non-medical masks cannot be exported if the Manufacturer is included in a “Black List” maintained by GAMS.

If the Manufacturer of the non-medical masks to be exported is not in the “Black List” but is included in a “White List” maintained by the China Chamber of Commerce for Import & Export of Medicines and Health Products (CCCIEMHP), the Exporter of Record needs to provide a hard-copy Joint Declaration of the Importer and Exporter stating that the non-medical masks to be exported comply with quality standards of the destination country to UPS Customs Brokerage before a shipment pick-up can be placed.

If the Manufacturer of the non-medical masks to be exported is neither in the “Black List” nor the “White List”, the Exporter of Record needs to provide a hard-copy Joint Declaration of the Importer and Exporter stating that the non-medical masks to be exported comply with Chinese quality standards (GB 2626-2019 or GB/T 32610-2016) to UPS Customs Brokerage before a shipment pick-up can be placed.

Shippers should ensure that all shipment information provided is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

For more information on how medical masks and non-medical masks are defined, please refer to this advisory provided by the China Customs.

Additional Requirements for Export of Medical Supply Commodities:

Effective 18 April 2020, export shipments from China containing any of the medical supply commodities listed in the table below, as well as non-medical masks, will need to be processed as Formal Entry for export customs clearance.

Further, with immediate effect, China’s Ministry of Commerce (MOFCOM), the General Administration of Customs of China (GAC), and the China National Medical Products Administration require all shippers exporting 12 categories of medical supply commodities to provide the following documentation for export customs clearance:

1. Export Medical Supplies Statement, provided by the Exporter of Record (EOR); and

2. Medical Device Product Registration Certificate, issued by the National Medical Products Administration to the Manufacturer. 
   
   

The 12 categories of medical supply commodities are:

To avoid potential delays, UPS recommends that – 

Shippers of commodities listed as No.1 to 5 in the table above to:

• If the Manufacturer and Exporter of Record or Shipper are the same, confirm (a) the Manufacturer of goods to be exported, and (b) the specific goods to be exported are registered in the National Medical Products Administration’s Medical Protective Suits Registry, and the Manufacturer has obtained a Medical Product Device Registry Certificate.

Note: An approved commodity in the Medical Protective Suits Registry will include (a) Product Registration Number, (b) Description of Approved Commodity, and (c) Registered Company Name.

• If the Manufacturer and Exporter of Record or Shipper are different, in addition to the above, the Manufacturer must obtain the Medical Product Device Registration Certificate, while the Exporter of Record or Shipper must provide the Export Medical Supplies Statement.

• Provide original copies of the Export Medical Supplies Statement AND Medical Device Product Registration Certificate during shipment pick-up or tender.

Alternatively:

• Effective 26 April 2020, these commodities can be exported if, during shipment pick-up or tender, the Exporter of Record produces a hard-copy Export Declaration of Medical Supplies stating that goods are certified or registered by the quality standard of the destination country, and the Manufacturer of the exported goods is included in a ‘White List’ maintained by the China Chamber of Commerce for Import & Export of Medicines and Health Products (CCCIEMHP).

• Ensure that all shipment information provided is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

Shippers of commodities listed as No.6 to 12 in the table above to:

• Provide original copies of the Export Medical Supplies Statement AND Medical Device Product Registration Certificate during shipment pick-up or tender.

• Ensure that all shipment information provided is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

Middle East, Africa, Indian Subcontinent and Central Asia

Governments of several countries within the region are implementing various containment measures in an attempt to stop the spread of the Novel Coronavirus.

For the latest information in English on service impacts please visit here.

The safety of our employees, our customers and the people in the communities we serve is a top priority. UPS has implemented various measures to minimize the risks to which our employees and customers may be exposed.

We are closely monitoring the situation and will take the necessary steps to ensure minimum impact to service.

We pride ourselves on continuing to provide industry-leading service to our customers throughout this challenging period.

UPS is Open for Business

UPS operations will continue, with daily collections and deliveries except where constrained by government restrictions.

Suspension of Money Back Guarantee

Effective 26 March,2020 and until further notice, we have suspended the UPS Money Back Guarantee (also referred to as the UPS Service Guarantee) for all shipments from any origin to any destination.