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Lost Package Claims Process

Lost Packages

If a package is not delivered, UPS can help by performing a search to locate your package. If the package cannot be found, the shipper can file a claim up to the declared value of the package contents.

The steps in a lost package claim are as follows:

1. Lost Package Reported

Shippers are encouraged to report the lost package because notification letters are not sent to receivers. Shippers and receivers can report a lost package on ups.com.

In order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. A report cannot be made until then. Please allow additional time when a package is delayed due to adverse weather.

Once you report a lost package, you can check the status of your report online. Contact UPS if you have any questions or concerns.

Note: Loss can only be reported online for packages that have an origination and destination within the United States. To report loss for international packages, contact UPS.

Report a Lost Package

Check Claim Status

Contact UPS

2. UPS Package Search

UPS will conduct a complete investigation to locate the package. The investigation may include a search of our shipping system and operation centers, or calls to recipients or shippers.

The UPS search process usually takes seven to 10 business days.

3. Claim Authorized

  • If UPS is unable to locate the missing package, a Damage/Loss Notification claim letter will be emailed, faxed or mailed to the shipper; UPS will not send claim letters to a receiver
  • If UPS locates the package, the claim will not be approved, delivery information will be sent to the shipper of record, and the reporting process will end

4. UPS Reviews Documents

It is essential that the shipper supplies UPS with documentation that shows the lesser of the actual purchase cost or replacement cost, up to the declared value, as requested in the Damage/Loss Notification claim letter. Requested documentation may include original invoices, purchase orders, proof of shipment, or other information required by UPS.

UPS will:

  • Determine what, if any, value was declared for the contents of the package
  • Verify that the product falls within the guidelines of the UPS terms or contract with the shipper

UPS mailing address and fax number information are provided in the Damage/Loss Notification claim letter. Instructions are also provided on how to submit your documentation to UPS online.

5. Claim Paid

Once a claim has been approved, the payment will be processed. UPS will pay the lesser of purchase or replacement costs, up to the declared value. Typically, claim checks are mailed to the shipper's billing address on file three to five business days after UPS receives the required documentation.

In the event the claim is not approved for payment, UPS will contact the shipper.

Note: All claims are subject to the terms of the UPS Tariff/Terms and Conditions of Service.

Submit Documents