Receiving Your UPS Shipment

Common Questions

Getting or Changing Information About Your Package

Can I have my package held for collection from a UPS location?

If your package is in transit on the first delivery attempt, but you'd prefer to collect it, you'll have to place a 'hold for collection' request first. You can do this online using your UPS My Choice® membership, or you can speak with one of our customer service representatives. Then you may collect your package after you receive confirmation that it has been processed. If you have a 12-digit InfoNotice tracking number, you can request to collect your package online. Once you are on the Tracking Detail page, select Delivery Options. The Delivery Options window will appear, and you will need to select Collect my package from a UPS location.

How can I find out when I'm going to receive my package?

How can I get automatic email or text notifications about my package status?

I am expecting to receive a package. Will UPS allow me to change the shipping address?

Issues Tracking or Receiving a Package

My tracking information shows that a package was left at my address, but I can't find it. What should I do?

To help ensure the safety of your package, the driver will try to leave your package out of plain sight. We recommend that you check all exterior doors and any 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, 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.).

Learn How To Prepare a Claim Start a Claim

What should I do if my package is damaged?

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.

Review Photo Documentation Requirements Learn How To Prepare a Claim Start a Claim

What should I do if my package is delayed or late?

I've lost my tracking number. What can I do?