Help and Support Center

Find Answers to Common Questions

The status of my shipment is “out for delivery.” When will I receive my package?

Typically, our drivers can deliver as late as 8 p.m. 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.

What should I do if I need to change a delivery?

I want to change my delivery, but there are no options available. What should I do?

Sometimes the sender of the package tells UPS not to allow any changes to the delivery.

If you are logged in with your UPS My Choice^® ID, or you tracked your package with the InfoNotice number left by the driver, and the delivery change you want is not available, you will need to contact the sender to discuss your options.

In these situations, we cannot override the sender's instructions.

The address I provided for delivery is incomplete or wrong. What can I do?

When I track my package, the system says “no information” or “invalid number.” What does that mean?

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, "Shipment Ready for UPS Pickup."

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.

Track Your Package

Do I need to sign for my delivery?

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.

Otherwise, a signature is not needed, and your package may be left in a safe place (out of sight and out of the weather), at the driver's discretion.

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^®.

The status of my shipment has been “in transit” for at least a day now. When will I receive my package?

My shipment was sent using UPS SurePost or UPS Mail Innovations. What does that mean?

UPS SurePost™ and UPS Mail Innovations^® are contractual services, chosen by the sender for your shipment, wherein UPS transports the package to the destination area and hands the package to the United States Postal Service (USPS) for final delivery.

For UPS SurePost packages, you can upgrade your package to UPS Ground for a fee if you're a UPS My Choice^® member (free for Premium members).
We are unable to make any changes to UPS SurePost packages without a UPS SurePost upgrade completed through UPS My Choice.

Once we transfer the package to the USPS, we cannot provide updates or make changes to the package delivery. Upon USPS delivery, tracking information will appear on ups.com.

If you have concerns about your package being delivered via UPS SurePost or UPS Mail Innovations, please contact the sender for assistance.

My shipment shows as delivered 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 Watch this Video on How to Submit a ClaimOpen the link in a new window Start a Claim

My shipment was delivered to a UPS AccessPoint, but I can’t pick it up. What are my options?

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.

I would like to cancel delivery of my package. How do I do this?

How do I submit a claim?

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 you prepare your damage claim.

Review Photo Documentation Requirements Learn How to Prepare a Claim Watch this Video on How to Submit a ClaimOpen the link in a new window Start a Claim

I sent a freight shipment of over 150 lbs. How can I check its status?

Creating and Sending Shipments

How much will my shipment cost?

Shipping cost depends on origin, destination, service, package weight, and other considerations.

Our Calculate Time and Cost tool helps you compare delivery times and published rates for sending UPS shipments.

Go to the Calculate Time and Cost Tool

What types of things cannot be shipped due to safety and security?

I have a freight shipment (a shipment weighing over 150lbs). How do I ship it?

A UPS Shipping account is required for invoicing freight shipments.

Once you receive your new account number, enroll in the UPS Billing Center, choose "UPS Freight Account" from the drop-down menu, and enter your account number.

You can also use UPS CampusShip^® or Quantum View Manage^® with UPS Billing Center to integrate end-to-end services for your freight shipments.

Open a UPS Shipping Account Enroll in the UPS Billing Center

How should I pack my shipment?

How many days will it take for my package to arrive at its destination?

How do I get shipping labels or receipts or other shipping supplies?

You can print your labels and receipts after submitting your shipment information, or you can reprint from your shipping history.

Access the Order Supplies tool in the Shipping menu to view the free supplies UPS offers, such as pouches, and Express envelopes and boxes.

Log in to place an order, and if you have a UPS account, add the account to your profile to ensure all available supplies are displayed. Once you’ve submitted the order, you can add items to a Quick List of frequently used supplies for easy reordering. The supplies should arrive within a few business days.

Please note that Express packaging is only available for air and international shipments. Other supplies such as ground boxes can be purchased at The UPS Store^® or UPS Customer Center locations.

Order Supplies

Managing Your Profile and Billing

I’ve forgotten my username and password, or they no longer work. What should I do?

Select I forgot my User ID or Password at the bottom of any login page.

This takes you to the “Reset or recover your login” settings screen.

Enter your User ID and registered Email Address. (This is the ID and email you used when creating your ups.com User ID.)

If you forgot your ID, or it doesn’t work, enter the email address associated with your ups.com ID, and we’ll send you an email with your ID.

How do I find and update my address book?

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.

Watch This Video for a Quick Overview on My ProfileOpen the link in a new window

How do I find and edit my preferences?

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.

Watch this Video on How to Edit Your PreferencesOpen the link in a new window

What's the difference between my ups.com user ID and a shipping/billing account?

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 enroll in the UPS Billing Center 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.

Go to the Billing and Payment Support Page

How do I view my invoices and bills?

If you’re enrolled in UPS electronic billing or the UPS Billing Center, you can find them under the My Profile menu at the top right of the homepage.

Select View & Pay Bill from the menu.

This will take you to the Billing and Payment page, where you can select your billing tool: UPS Billing Center or View & Print Invoices (PDF Invoice or UPS Billing Data).

If you currently don’t have UPS billing, visit our Billing Services page to learn about our billing options.

Go to the Billing Services Page

Can I pay my ups.com invoice online?

Technical Support

Are there minimum system requirements to use UPS Internet Shipping or UPS CampusShip®?

Yes. Please verify that your computer meets necessary system and browser requirements.

Review System Requirements for Creating a Shipment

Where do I go for assistance with UPS programming questions or UPS Developer Kit APIs?

How do I complete the End of Day process in WorldShip?

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).

For step-by-step instructions, visit the following pages:

Help Using WorldShip Technology Support Page

Sometimes pages aren’t loading completely or buttons aren’t working. What should I do?

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

Open your Google Chrome web browser.
Select Ctrl + Shift + Delete at the same time on your keyboard to open the Clear browsing data dialog box.
Alternatively, you may navigate to the Clear browsing data dialog box by following these steps:

In the top-right corner of the page, click the overflow menu icon (the three vertical dots).
Select Settings from the drop-down menu. The Settings page opens in a new tab.
Click Show advanced settings to display more options on the page.
Click Clear browsing data under Privacy.

Select beginning of time from the Obliterate the following items from drop-down menu.
Select the following check boxes:

Cookies and other site and plugin data
Cached images and files
Hosted app data

Click Clear browsing data to clear your Chrome browser’s cache.
Now try to use the site again.

Microsoft Edge

Open your Microsoft Edge web browser.
In the top-right corner of the page, click the Hub icon (the three horizontal lines) to open the Hub
Click the History icon (the clock) at the top of the Hub
Click Clear all history. The Clear browsing data pane is displayed.
Select the following check boxes:

Cookies and saved website data
Cached data and files

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

Open your Microsoft Internet Explorer web browser.
Select Ctrl + Shift + Del at the same time on your keyboard to open the Delete Browsing History dialog box.
Alternatively, you may navigate to the Delete Browsing History dialog box by following these steps:

In the top-right corner of the page, click the gear wheel icon.
Select Safety from the drop-down menu.
Select Delete browsing history from the submenu.

Select the following check boxes:

Temporary Internet files and website files
Cookies and website data

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

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

Apple Safari

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