UPS Lost or Damaged Package Claim Guide

Coverage Overview

What does UPS actually cover?

UPS uses the term "declared value" rather than insurance. Declared value represents the limit on UPS's liability if they lose or damage your shipment. The default is $100 for standard packages at no additional charge. You can increase the declared value for a fee — giving you access to more coverage if a claim is successful. UPS letters and envelopes have zero default coverage.

Service / Item Type	Default Declared Value	Maximum	Claimable?
UPS Ground	$100 (no fee)	Up to $50,000 with declaration	Yes
UPS 2nd Day Air	$100 (no fee)	Up to $50,000 with declaration	Yes
UPS Next Day Air	$100 (no fee)	Up to $50,000 with declaration	Yes
UPS Letters / Envelopes	$0 — no default coverage	$100 with declared value fee	Only if declared value purchased
UPS SurePost	$100 (UPS leg only)	$100 — USPS handles last mile	Limited — USPS last mile
Excluded items (jewelry, cash, art)	No coverage	N/A	Not covered by UPS

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UPS SurePost uses USPS for final delivery. If your SurePost shipment was lost or damaged after the USPS handoff, the claim must go to USPS — not UPS. Check your tracking history to identify where the handoff occurred before deciding where to file.

Eligibility

Who can file, and what are the requirements?

UPS claims have specific eligibility requirements. Meeting all of them before you file significantly increases your chance of approval.

Requirement	Details
60-day filing deadline	Must file within 60 days of the original ship date. This deadline is strictly enforced for both lost and damaged shipments.
Who can file	Either the shipper or the recipient may file — UPS allows both. This is different from FedEx, which defaults to requiring the shipper to file.
Tracking number required	The original UPS tracking number (begins with 1Z) is required for every claim. No claim can be processed without it.
Original packaging retained (damage)	Keep the original box, all packing materials, and the damaged item until UPS completes its inspection — typically 10–15 business days after filing.
Proof of value	Original purchase receipt, invoice, or order confirmation showing the item's purchase price. Estimates, appraisals, and screenshots of current online listings are not accepted.
Proof of shipment	A copy of the original UPS shipping receipt or label showing the declared value amount, shipper name, and recipient address.

Filing Instructions — Lost Package

How to file a UPS claim for a lost package

Unlike FedEx, UPS does not require a separate multi-day trace period before accepting a lost package claim. You can file directly once you confirm the package is genuinely missing. UPS will conduct its own investigation after you file.

1

Confirm the package is genuinely missing

Check tracking at ups.com/track. Look for "In Transit" with no movement for 5 or more business days, or a complete absence of scans after the last known location. If the status shows "Delivered" but you have not received the package, check with neighbors and building management before filing — UPS GPS often confirms delivery.
2

Go to the UPS claims portal

Visit ups.com/us/en/support/claims-support.page and click "Start a Claim." You will need a UPS.com account (free) to file online. Alternatively, call 1-800-742-5877 to file by phone, though the online portal provides a better documentation trail.
3

Enter your shipment details

Select "Lost Package" as the claim type. Enter the tracking number, ship date, shipper and recipient information, and a detailed description of the package contents — including item descriptions, quantity, and approximate weight. More detail here leads to faster review.
4

Upload all supporting documentation

Attach your proof of value (purchase receipt or invoice) and a copy of the UPS shipping receipt or label. For packages containing multiple items, provide an itemized list. Upload everything in the initial submission — coming back to add documents later slows the review process considerably.
5

Track your claim and respond promptly to any requests

You'll receive a claim number by email. Track status online at any time. UPS targets a response within approximately 10 business days for lost package claims. If UPS locates the package during their investigation, the claim is closed and the package delivered or returned to sender. If UPS confirms the loss, they will issue payment up to the declared value.

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Either party can file — use this to your advantage. If you are the recipient and the seller is unresponsive or slow to act, you can file directly with UPS yourself. UPS will loop in the shipper during their investigation, so you do not need the seller's involvement to start.

Filing Instructions — Damaged Package

How to file a UPS claim for a damaged package

UPS damage claims require you to make the original packaging available for a physical inspection. This is a mandatory step — UPS will schedule the inspection after you file. Throwing away the box or packing materials before the inspection is completed will result in an automatic denial.

1

Photograph everything immediately — before opening further

Before unpacking, take photos of the exterior of the box from all sides, including the top and bottom. Document every visible dent, crush, puncture, or moisture stain. Then photograph the interior: packing materials as arranged, and the damaged item with all damage clearly visible. Include the shipping label in your photos and, if possible, use a time-stamped camera app.
2

Keep the original packaging completely intact

Store the original outer box, all inner packing materials (bubble wrap, foam inserts, air pillows, packing peanuts), and the damaged item together. Do not repair, use, or dispose of any part of the shipment. UPS's inspector will need all of it — a missing box or missing packing material is grounds for denial.
3

File your damage claim online

Go to ups.com/us/en/support/claims-support.page. Select "Damaged Package." Enter the tracking number, ship date, and a complete description of the damaged contents and the visible damage. Upload your photos and proof of value in the same filing.
4

Schedule and complete the UPS inspection

After you file, UPS will contact you to schedule a physical inspection. You can often schedule this directly through the claims portal. An inspector will photograph and evaluate the original packaging and damaged item. Make yourself available at the scheduled time and have everything ready — missed appointments result in claim closure.
5

Await the determination and respond to any follow-up

UPS reviews the inspection findings alongside your documentation. Approved claims are paid by check or account credit. If UPS requests additional information, respond within any stated timeframe. The full damage claim review typically takes 10–15 business days after inspection completion.

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Do not use or repair the damaged item before the inspection. UPS inspectors need to evaluate damage in its original state. Using a damaged item before inspection allows UPS to argue the full extent of the damage cannot be verified — which gives them grounds to reduce or deny your payout.

Timeline

How long does a UPS claim take?

From discovering the problem to receiving payment, here is what to expect at each stage of a UPS claim.

Day 1

Discover the loss or damage. For damage: photograph everything and secure all original packaging. For lost packages: confirm via UPS tracking that the shipment is genuinely missing.

Days 1–60

Filing window. Submit your claim at the UPS claims portal as early as possible. The 60-day ship date deadline is strictly enforced and cannot be waived.

1–3 business days

UPS acknowledges the claim and begins review. For damage claims: UPS contacts you to schedule a physical inspection of the original packaging and damaged item.

3–7 business days

Physical inspection completed (damage claims). Inspector evaluates original packaging and item condition. Findings documented and submitted to the UPS claims team.

~10 business days

UPS targets a response on lost package claims within approximately 10 business days of filing. If the package is found during investigation, it is delivered and the claim closed.

10–15 business days

Final determination on damage claims following inspection. Approved claims paid by check or UPS account credit. Denied claims include a reason and appeal information.

Appeal (if denied)

Contact UPS Customer Relations with additional documentation addressing the denial reason. Acting within 30 days of the denial is strongly recommended.

Common Mistakes

Mistakes that get UPS claims denied

These are the most frequent reasons UPS denies otherwise legitimate claims. Review each one before you file.

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Discarding the original packaging before the inspection. This is the most reliable way to have a damage claim denied. UPS inspectors need the original box and packing materials to determine whether the damage was caused by carrier mishandling or by inadequate packaging. No packaging means no claim.

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Missing the 60-day filing deadline. The deadline starts on the ship date, not delivery date or discovery date. UPS does not grant extensions. If you are approaching the 60-day mark, file immediately with what you have — you can add documentation after the claim is submitted.

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Assuming UPS letters are covered by the default $100. UPS letter/envelope shipments have zero declared value unless you explicitly paid for it. This surprises many people who assume the $100 default applies to all UPS shipments. It does not — only packages receive the default $100 coverage.

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Filing a UPS claim for a SurePost package lost during USPS last-mile delivery. Check your tracking history. If the package transferred to USPS and went missing after that point, the claim must go to USPS. UPS will redirect you there regardless — going to UPS first just delays resolution.

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Claiming more than the declared value on the label. UPS pays the lesser of actual value or declared value. If the shipping label shows a declared value of $100 and the item was worth $800, UPS will only pay $100. Verify the declared value on your original shipping receipt before filing.

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Submitting incomplete or insufficiently detailed proof of value. A vague description without pricing, screenshots of current online listings, or verbal estimates will not be accepted. For packages with multiple items, each item needs its own documented value — a single total invoice is acceptable if it itemizes every item.

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Missing or skipping the scheduled inspection. If UPS schedules a physical inspection and you are unavailable without notifying UPS in advance, they may close the claim. Treat the inspection as mandatory and contact UPS promptly if you need to reschedule.

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Tip: File early even if you don't have all your documentation ready. The 60-day deadline is unforgiving. Filing early locks in your eligibility. UPS allows you to add supporting documents after the initial claim is submitted — so missing a receipt today is not a reason to delay filing if you are running low on time.

FAQ

Common questions about UPS claims

Can I file a UPS claim as the recipient, or does the shipper have to do it?

Yes — UPS allows either the shipper or the recipient to file. This is a significant difference from FedEx, which defaults to the shipper. If you are the recipient and the seller is unresponsive, you can file directly with UPS through the online claims portal. UPS will contact the shipper as part of their investigation, so their involvement happens automatically during the process.

My UPS tracking shows "delivered" but I never received the package. What do I do?

Start by thoroughly checking your property and asking neighbors or building management. Then call UPS at 1-800-742-5877 and ask them to contact the delivering driver and pull GPS proof of delivery data. UPS drivers photograph deliveries on many routes — UPS may be able to show exactly where the package was placed. If GPS confirms your address but the package is genuinely not there, this becomes a potential theft situation — options include the shipper filing a UPS claim, homeowner's or renter's insurance, or a dispute with the seller/merchant.

What does the UPS physical inspection involve?

A UPS inspector (typically a third-party contractor) will visit your location or ask you to bring the package to a UPS Customer Center. They photograph the original outer packaging from all sides, all interior packing materials, and the damaged item itself. They assess whether the damage pattern is consistent with carrier mishandling (crushing, dropping, puncturing) versus a failure of the original packaging. The inspection typically takes 15–30 minutes. You do not need to prepare anything special — just have the complete original packaging ready and available.

Can I get a refund if my UPS Air package was delivered late?

UPS offers a money-back guarantee on most UPS Air (Next Day Air, 2nd Day Air) and international services. If your guaranteed service was delivered late, the shipper can request a refund of the shipping charges. The request must be filed within 15 days of the scheduled delivery date and is a completely separate process from a lost or damage claim. UPS Ground does not include a service guarantee. Note that UPS has suspended the money-back guarantee during certain peak periods — check ups.com for current availability.

UPS denied my claim for "insufficient packaging." What are my options?

You can appeal the denial by contacting UPS Customer Relations. To make the strongest case, provide documentation that your packaging met UPS's published guidelines for the item type and weight. If you have photos of the packed item before shipment, include them — they show the condition of the packaging at origin. You can also argue that the damage pattern (e.g., a crushed corner, a forklift puncture, extreme crush force) is more consistent with carrier mishandling than a packaging failure. The appeal process typically takes 5–10 business days for a response.

Does UPS pay replacement cost or the original purchase price?

UPS pays the lesser of: the actual repair cost, the actual cash value of the item at the time of loss or damage (which may be less than original purchase price due to depreciation), or the declared value. UPS does not pay the current retail price of a new replacement. Submit your original purchase receipt as your proof of value — even if you bought the item years ago. Your receipt establishes the original value, but be aware that UPS may discount for depreciation based on the item's age.

What if UPS denies my claim and my appeal fails?

If both the initial claim and the appeal are denied, remaining options include: filing a complaint with the Better Business Bureau (UPS is responsive to BBB complaints and often resolves cases there), disputing the original purchase with your credit card issuer if you bought the item with a credit card (credit card issuers have their own dispute and purchase protection processes), or filing in small claims court against UPS for the amount of your loss. Most states have small claims limits of $5,000 to $10,000, which covers most consumer shipping losses.

UPS Claim Guide —Step by Step