Receiving Your Shipment

If there is a scan on the tracking details that indicates that there is a problem with the address, look for the “Correct My Address” link. If this link is not available, please contact the sender to alert him or her of the error in the address. The sender will want to correct his or her records and pass the updated information to UPS.

You don't need to do anything. This is normal behavior and should not be cause for alarm. A package traveling across the country will be in a trailer bound for the destination, and a new scan won't be available until the trailer has been received at the destination. For example, a package traveling from California to Florida may not be scanned for five days while moving across the country.

However, if the scheduled delivery date has passed and there have been no scans for several days, we recommend that you let the sender know that you have not received your package.

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.).

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 titled “Special Instructions” on the tracking results page. If this is displayed with the message "Signature Required" or "Adult Signature Required," then a signature is required to receive your package. Otherwise, a signature is not required, and your package will be left in a safe place (out of sight and out of the weather).

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^®.

Please contact the sender to stop delivery or to change the address on the package before the first delivery attempt is made. Only the person who sent the package can cancel the delivery before the first attempt.

Typically, our drivers can deliver as late as 8 PM. But during the holiday season, it's possible for a driver to deliver even later. Our delivery team is doing everything they can to get your package delivered on the scheduled delivery date. However, if we are unable to deliver a package that shows a status of "out for delivery," we will attempt to deliver the package on the next business day.

Please note that we are unable to contact our drivers to provide an estimated delivery time. If you are a UPS My Choice member, you have several options to manage your delivery, such as planning a delivery window or electronically signing for a package.

Due to fluctuations in volume during this busy time of year, we may not display a delivery window on your delivery planner. If you are unable to sign up for UPS My Choice, you can obtain the latest tracking information online by using our mobile app, or you can click “Notify me with Updates” to be notified of any exceptions or when delivery has been completed.

UPS SurePost^TM is a contractual service, chosen by the sender for your shipment, where UPS transports the package to the destination area and then hands off the package to the US Post Office for final delivery to your home.

If you are a UPS My Choice member, you can upgrade your package to UPS Ground for $3.50 (it's free for Premium members). We are unable to make any changes to SurePost packages without a SurePost upgrade completed through My Choice.

Once we hand the package to the post office, we cannot provide any updates or make any changes to the package. After the post office completes delivery, they will pass the information to us, and it will be displayed on our website.

If you have any concerns about your order being delivered via SurePost, please contact the sender for assistance.

We understand that it can be difficult to receive deliveries during the day at your home. To make it easier for you to receive your package, we will often deliver your package the following day to an available UPS Access Point near you. Access Points are business locations near your home where the package will be held securely over seven days, until you are able to pick it up at your convenience.

Please keep tracking your package on ups.com, and look for the “Delivered to UPS Access Point™” scan. The address, hours, and directions to the Access Point location will be available on our website. If you sign up for UPS My Choice, you can specify a preferred Access Point for future deliveries and designate a preferred alternate location as well.

With your InfoNotice number from the note 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.