USPS Lost or Damaged Package Claim Guide

USPS Coverage

What does USPS actually cover?

Coverage depends on which service was used to ship your package. Check your tracking number prefix or receipt to identify the service type.

Service	Standard Coverage	Claimable?
Priority Mail	$100 included automatically	Yes — up to $100
Priority Mail Express	$100 included + money-back guarantee on late delivery	Yes — up to $100
First-Class Mail	No insurance coverage	No — not covered
Ground Advantage	No coverage unless additional insurance purchased	Only if insured
Media Mail	No insurance coverage	No — not covered
Any service + Added Insurance	Up to declared value (you or sender paid for it)	Yes — up to declared amount

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Not sure which service was used? Check the original shipping receipt, the seller's shipping confirmation email, or the tracking number format. Priority Mail tracking numbers typically start with "94" or "95."

Two Filing Paths

Lost package vs. damaged package — different processes

The path you take depends on what happened. Don't skip the Missing Mail search — USPS requires it for lost packages before a claim can be paid.

Path A — Lost Package

Package never arrived

You must first file a Missing Mail search. Wait at least 7 days from the expected delivery date. Then file a claim if the search doesn't locate it.

Path B — Damaged Package

Package arrived damaged

Skip the Missing Mail search. File your damage claim directly and immediately — the sooner the better. Keep all original packaging until resolved.

Path A — Lost Packages

Step-by-step: Missing Mail search

A Missing Mail search is required before USPS will process a lost package claim. It's a formal request for USPS employees to physically search facilities along your package's route.

1

Wait 7 days from expected delivery

USPS won't open a Missing Mail search before 7 days have passed from the original expected delivery date. This is a hard system requirement.
2

Visit missingmail.usps.com

Go to missingmail.usps.com and sign in with a USPS account (free to create). Submit a search request with your tracking number, sender and recipient address, and a description of the package contents.
3

Be specific in your description

Include the package size, color, and any distinguishing markings. The more detail you provide, the better the chance that postal workers can identify it in a sorting facility.
4

Wait for USPS to respond (up to 3 weeks)

USPS will search facilities along the package's route. If found, they'll reroute it to you. If not located within approximately 3 weeks, you'll receive a notice that the search was unsuccessful.
5

File your claim after the unsuccessful search

Once you have documentation that the Missing Mail search was unsuccessful (or after sufficient time has passed), proceed to postalocustomer.usps.com to file your formal claim.

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Tip: File the Missing Mail search even if you believe the package is truly lost. Having a search record strengthens your claim and is often required before USPS will approve payment.

Path B — Damaged Packages

Step-by-step: Filing a damage claim

For packages that arrived physically damaged, you can file a claim immediately — no waiting period required. Speed matters here.

1

Photograph everything before touching it

Take photos of the outer packaging (all sides), the inner packaging, and the damaged contents. These are your primary evidence. USPS may request a physical inspection.
2

Keep all original packaging materials

Do not throw away the box, packing peanuts, bubble wrap, or any other materials. USPS may ask you to bring the item and all original packaging to your local Post Office for inspection.
3

Gather your documentation

You'll need: your tracking number, proof of value (original receipt, order confirmation, or credit card statement), and photos of the damage. For items over $100, additional documentation may be required.
4

File at postalocustomer.usps.com

Go to postalocustomer.usps.com, sign in, and navigate to "File a Claim." You can also file in person at any Post Office — bring all documentation and packaging.
5

File within 60 days of mailing date

The deadline is 60 days from the original mailing date — not the delivery date. Miss this and USPS will deny your claim regardless of the circumstances.

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60-day hard deadline. This applies to both lost and damaged claims. The clock starts on the original mailing date, not when you discovered the problem.

After Filing

What happens after you submit your USPS claim

Once your claim is submitted, USPS takes over. Here's what to expect.

1

USPS reviews within 5–10 business days

USPS will review your claim and documentation. They may contact you for additional information or request that you bring the damaged item to a Post Office for physical inspection.
2

Approval or denial notification

You'll receive a decision by mail or email. If approved, USPS will indicate the payment amount. If denied, you'll receive a reason and can appeal within 30 days.
3

Payment by check or postage refund

Approved claims are paid by USPS check mailed to the address on file. Some cases involving shipping costs may result in a postage refund instead of or in addition to the item value.

Pro Tips

How to maximize your USPS claim

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Keep all original packaging until the claim is fully resolved. USPS can request a physical inspection at any point during the claims process. Throwing away the box or packing materials can result in a denied claim.

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Photograph everything before and after unpacking. Take pictures of the shipping label, all exterior damage, the interior packaging, and the damaged item itself. Time-stamp your photos if possible.

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File the Missing Mail search even for damaged packages. While not required for damage claims, having a search record on file provides additional documentation of the incident timeline.

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Get proof of value documentation before filing. A receipt, order confirmation email, credit card statement, or eBay/Etsy listing showing the purchase price are all acceptable. Verbal estimates are not.

FAQ

Common questions about USPS claims

Can I file a USPS claim online?

Yes. The fastest way to file is online at postalocustomer.usps.com. You'll need a USPS account (free) and your tracking number. Alternatively, you can file in person at any Post Office by requesting a PS Form 1000 (Domestic Claim Form).

What if my item was insured for more than $100?

If the sender purchased additional USPS insurance above the standard $100, the claim can be filed for the insured amount. You'll need documentation of the item's actual value — a receipt or invoice showing the purchase price. USPS pays the lesser of the actual value or the insured amount.

What if USPS denies my claim?

You can appeal a denied claim within 30 days of the denial notice. Submit the appeal with any additional documentation that was missing from your original claim. If the appeal is also denied, you can escalate to the USPS Consumer Advocate office or file a complaint with the USPS Office of Inspector General. As a last resort, a credit card chargeback may be available if you purchased the item with a credit card.

Can the recipient file a USPS claim, or does it have to be the sender?

Either the sender or the recipient can file a USPS claim. However, the claim payment is typically issued to the sender (since they're the customer who paid for postage and insurance). If you're the recipient, coordinate with the sender to ensure any payment reaches the right party or is used to send a replacement.

My package shows "delivered" but I never got it. What do I do?

First, check with neighbors, building management, or look around your property for any unusual delivery spots. Then contact your local Post Office directly (not the 1-800 number) and ask them to speak with the carrier who delivered on that day. If still unresolved after a couple of days, file a Missing Mail search. USPS GPS data can sometimes confirm where an item was actually scanned as delivered.

Your USPS package is missing.Here's exactly how to file a claim.