Help and Support Centre

When a sender creates a label for an order, we provide a tracking number the sender may share with the customer before uploading the information to UPS.

Once the sender transmits the shipment information to UPS, you'll be able to track your package and see the status, "Order Processed: Ready for UPS."

Once UPS has possession of the package, you'll see updates such as "Origin Scan" or "Pickup Scan" to indicate we have the package. With these scans, we'll calculate and display a scheduled delivery date.

If your tracking number returns an “invalid” or “no information found” message, please contact the sender. If no information shows on your package when you track, our representatives will not have any information either. Only the sender can start an investigation or reship an item to you.

Your package is still within the UPS network and, unless otherwise noted, should be delivered on the scheduled delivery date.

Typically, our drivers can deliver as late as 19:00. During the holiday season, our drivers may deliver even later.

If we are unable to deliver a package that shows a status of "out for delivery," we will attempt delivery on the next business day.

Please note that we are unable to contact our drivers to provide an estimated delivery time.

You can find out more about our tracking scans on our Tracking Event Descriptions page.

Enter your tracking number into the Tracking tool to see what day your package is due to arrive.

Our drivers typically deliver between 9:00 and 19:00.

Choose Send Updates from Tracking to receive email or text notifications.

If a scan on the tracking details indicates a problem with the address, please contact UPS to update the information.

For other delivery options, UPS My Choice offers convenient solutions.

Whether you are sending or receiving a package, it may be possible to change your delivery.

Please check with anyone who might have received the package for you.  If you're still unable to locate the package, contact the sender to start a claim.

Note: UPS urges package senders (rather than receivers) to initiate claims because package senders are in receipt of the most essential claim documents (invoices, receipts, detailed merchandise descriptions, tracking numbers, etc.)

Package senders or receivers can use our online submission process to report package damage. An inspection by a UPS representative may be required.

You also have the option to submit photo documentation along with your claim. Although photo documentation is not a requirement, providing photos can help us resolve your claim more efficiently. If you are unable to submit a claim online, contact the sender to start a claim.

Note: UPS urges you to review photo documentation requirements to help prepare your damage claim.

Look for a red box labeled “Special Instructions” on the tracking results page. If this is displayed with the message "Signature Required" or "Adult Signature Required," then a signature is needed to receive your package.

You can provide delivery instructions, specify a neighbor to receive your package, or in some cases authorize release without a signature by signing up for UPS My Choice®.

We understand it may be difficult to receive deliveries during the day at home. To make it easier, we will often deliver your package the following day to a nearby UPS Access Point™. These are business locations near your home where the package will be held over seven days, until you are able to pick it up.

Continue to track your package on ups.com, and look for the “Delivered to UPS Access Point” scan. The address, hours, and directions to the UPS Access Point location are available on ups.com.

If you sign up for UPS My Choice®, you can choose a preferred UPS Access Point for future deliveries and also designate an alternate location.

With the number on the InfoNotice left by the driver, you can also choose to have the package redelivered to your address. It could take up to two business days for the package to be redelivered to you, depending on the status of the package when you make the request.

If tracking shows that you have an "exception," it means an event or situation, such as a customs delay, may cause your delivery to be rescheduled.

Check the Shipment Progress section in Tracking for the most up-to-date details about changes in delivery schedule.

Shipment movement information is captured each time we scan your tracking label in the UPS delivery system. There may be several days between scans if the package is going cross-country or moving between countries.

Please note our representatives will have the same information displayed on the Tracking tool.

Your Address Book is now called “Addresses.” Your addresses are located in the My Profile drop-down menu in the upper right of the homepage.

From the My Profile drop-down menu, select Addresses. If you’re not logged in, enter your ups.com user ID and password.

You can also access your addresses by selecting the Overview link in the My Profile menu. On the Profile page, you can add contacts, create distribution lists, and update your addresses.

To update your addresses, select Update My Addresses from the Addresses section.

To add an address, select the green Add button to open the Add Contact form.

To edit an address, select Edit at the far right of the address to open the Contact form. Make any changes, and select Save.

Select the My Profile drop-down menu at the upper right of the homepage, and select Preferences.

If you’re not logged in, enter your ups.com user ID and password.

From the Preferences page, you can change your preferences for all UPS services you use, such as shipping, freight shipping, Calculate Time and Cost, international documentation, or UPS My Choice^®.

To edit your preferences, select Edit under each item you want to change.

When you register on ups.com, you'll be able to store your address book online, print labels, and request tracking notifications.

Depending on how much you ship and the level of support you need, you can add more functionality by signing up for a UPS account, which will enable billing.

Once your account is approved and you receive an account number, you can enrol in the UPS Billing Centre for small packages, freight, or supply chain solutions.

Add your accounts to your ups.com profile, and customize your dashboard with widgets that provide quick access to shipping, tracking, and billing capabilities.

It is not uncommon for browsers to behave inconsistently. Our goal is to eliminate all these issues through ongoing exhaustive browser testing. However, browser issues can still occur. When you do encounter these display issues, clearing your browser’s cache may help resolve them. Below are instructions to clear your cache.

Google Chrome

1. Open your Google Chrome web browser.
2. Select Ctrl + Shift + Delete at the same time on your keyboard to open the Clear browsing data dialog box.
3. Alternatively, you may navigate to the Clear browsing data dialog box by following these steps:
1. In the top-right corner of the page, click the overflow menu icon (the three vertical dots).
2. Select Settings from the drop-down menu. The Settings page opens in a new tab.
3. Click Show advanced settings to display more options on the page.
4. Click Clear browsing data under Privacy.
4. Select beginning of time from the Obliterate the following items from drop-down menu.
5. Select the following check boxes:
1. Cookies and other site and plugin data
2. Cached images and files
3. Hosted app data
6. Click Clear browsing data to clear your Chrome browser’s cache.
7. Now try to use the site again.

Microsoft Edge

1. Open your Microsoft Edge web browser.
2. In the top-right corner of the page, click the Hub icon (the three horizontal lines) to open the Hub
3. Click the History icon (the clock) at the top of the Hub
4. Click Clear all history. The Clear browsing data pane is displayed.
5. Select the following check boxes:
1. Cookies and saved website data
2. Cached data and files
6. Click Clear to clear your Edge browser’s cache. The message “All Clear!” will appear at the top of the pane.

Microsoft Internet Explorer 11

1. Open your Microsoft Internet Explorer web browser.
2. Select Ctrl + Shift + Del at the same time on your keyboard to open the Delete Browsing History dialog box.
3. Alternatively, you may navigate to the Delete Browsing History dialog box by following these steps:
1. In the top-right corner of the page, click the gear wheel icon.
2. Select Safety from the drop-down menu.
3. Select Delete browsing history from the submenu.
4. Select the following check boxes:
1. Temporary Internet files and website files
2. Cookies and website data
5. Click Delete to clear your Internet Explorer browser’s cache. A notification message will appear at the bottom of the page when the browser’s cache is cleared.

Mozilla Firefox

1. Open your Firefox web browser.
2. In the top right corner of the page, click the hamburger menu icon (the three horizontal lines).
3. Click Options. The Options page opens in a new tab.
4. Click Advanced from the left rail of the Options
5. Click the Network
6. In the Cached Web Content section, click Clear Now to clear your Firefox browser’s cache.
7. Now try to use the site again.

Apple Safari

1. Open your Safari web browser.
2. Click Safari in the top-left corner of the toolbar, and select Preferences from the drop-down menu.
3. Click the Privacy tab in the dialog box that opens.
4. Click Manage Website Data.
5. Click Remove All in the popup that opens to clear your Safari browser’s cache.
6. Now try to use the site again.

First, download the UPS Developer Kit – Frequently Asked Questions document. It offers solutions to problems, organised by API and category.

You can also collaborate with other integrators in the UPS Developer Kit Community.

If problems persist, email UPS your question.

Select the End of Day button on the Home tab.

The End of Day Processing window will prompt: "Are you ready to close today's shipping and send shipment information to UPS?"

Select Yes to electronically send your shipment information to UPS and to print the End of Day reports.

Give your UPS driver the Pickup Summary Barcode Report and High Value Report (if printed) to take with the shipments.

Keep the Daily Shipment Detail Report for your records (if you selected to print this report on the Shipment Detail Report Setup tab of the System Preferences Editor window).