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Receiving Your UPS Shipment

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Common Questions

Getting or Changing Information About Your Package

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

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 a.m. and 7:00 p.m. Choose Request Status Updates from Tracking to receive e-mail or text notifications.

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.).

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.

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

If ups.com 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 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.

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