Man inspecting a bicycle

File a Claim

Have a problem with a parcel? Sign in to 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.

Log in to File a Claim

Need a username? Sign up.
View an existing claim.

How Does it Work?

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

  • Provide Some Details about the Parcel
    This can be the parcel's 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?
  • Support your Claim with Additional Documentation
    Items such as receipts, invoices and purchase orders can help identify merchandise. Attaching photos of damaged parcels 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.

View Supporting Documentation Requirements

Take Advantage of the Flexibility of the Claims Dashboard

Through the claims dashboard, you can easily:

  • Edit information, upload additional supporting documents and receive claim updates
  • 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 the Dashboard

Receiving Payment for a Claim

If your claim has been issued, a request for payment can then be made by the shipper of record, unless the shipper of record has provided approval or release and requested that we pay another party. A Request for Payment Form will be sent via the preferred method set in your profile (fax, mail, or email).

The next step is to provide us with supporting documentation that shows the purchase price, actual cost, repair cost, or replacement cost of the merchandise in question. The Request for Claim Payment Form should be uploaded with this supporting document/invoice online through the claim’s portal. If you’re unable to upload the information, you can submit the information by fax or regular mail. When submitting the claims payment documents, please ensure the associated claim number appears on all supporting document pages.

Payment for claims can be sent via electronic funds transfer (EFT) or by cheque. To receive payment by EFT, you will need to provide the following bank account information:

  • Bank Name
  • Bank Account Number
  • Bank Sort Code

A claim is closed once payment has been generated. Please allow up to 15 days to receive payment funds. Contact UPS to report a missing claim payment.

Contact UPS View My Claim Status

Proactively Preventing Parcel Damage and Loss

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 Packaging Tips Packaging Adviser