How to File a UPS Claim for Lost or Damaged Packages

To file a UPS claim for a lost or damaged package, go to ups.com/support/file-a-claim, enter the tracking number, describe what was shipped, upload proof of value and (for damage) photos, and submit. For domestic shipments you have 60 days from the delivery date, or the scheduled delivery date if the package never arrived, to start the process. UPS typically issues a decision within 8 to 10 business days.¹

Who Can File and by When

Either the shipper or the recipient can file, but recipients and third-party shippers can only start a claim if the shipper’s account settings allow it. Third parties who hold title to the goods can file as well.²³ Payment, when a claim is approved, goes to the shipper within about three business days after UPS validates the supporting documents.¹

Two deadlines matter for domestic packages. You must notify UPS within 60 days of the delivery date or scheduled delivery date, and the formal claim itself must be filed within nine months of that same date.⁴ International shipments follow different timelines that can be shorter depending on the origin and destination countries, so check the terms for your specific route. Miss any of these windows and UPS can refuse the claim regardless of the evidence.

Documents and Photos to Gather First

Having your evidence ready before you open the form keeps the claim from stalling.

For proof of value, a commercial invoice is standard, but a purchase order, itemized receipt, or screenshot of a completed online transaction can work. The document has to show the actual amount paid, not the retail price.³

For damage claims, UPS asks for three specific photos:⁵

The damaged item shown next to the interior cushioning materials
A close-up of the shipping label showing the 1Z tracking number
The exterior of the box with any visible damage

You’ll also need the box dimensions (height, length, and width). Clear, well-lit photos matter. An adjuster reviewing a blurry image of a dented box has little to work with. If the item is electronics worth more than $500, have the serial number ready. UPS requires it for the lost-and-found search, and claims without it can be closed.¹

Submitting the Claim Online

Open the UPS claims page and choose your filing route. Shippers with a UPS account should log in for full access to the claims dashboard, which helps if you manage more than one shipment. Recipients and third-party shippers can file as a guest, which is faster.¹

The form walks you through the tracking number, a description of the contents (brand, model, quantity), and whether the package is lost or damaged. Be specific. “Cracked screen” or “dented corner with internal components exposed” gives the adjuster something concrete to evaluate. Upload your invoice and photos as PDF or JPEG files, review your entries, and submit.

The system returns a claim number. Save it. You’ll use it to check status through the dashboard and to reference if you call customer support.

What Happens After You File

UPS investigates to confirm the claim matches the shipping record, and that can include a physical inspection of the item and its packaging. Do not throw anything away. Keep the damaged goods, the box, and every piece of cushioning and filler in the condition you found them.² Discarding the packaging before the claim is resolved is one of the fastest ways to lose the reimbursement.

An inspector may come to the delivery location or ask you to bring the package to a UPS facility, and UPS can request additional documentation during the investigation. Barring anything unusual, a resolution comes within 8 to 10 business days. Once approved, payment reaches the shipper within about three business days after UPS validates the payment documents.¹

How Much You Can Actually Recover

Every domestic package and international shipment includes $100 in carrier liability at no charge. If you didn’t declare a higher value when you shipped, $100 is the ceiling on your payout, even if the contents were worth far more.⁶ This catches people off guard when they file on a $1,200 laptop and learn they’re only getting $100 back. If you paid for declared value at shipping, the payout is capped at that declared amount.

Certain items are excluded from declared value coverage entirely, including currency, postage stamps, fireworks, hazardous materials, ivory, marijuana, and vape products shipped within or to the U.S. High-value categories such as jewelry, furs, precious metals, and firearms are “restricted” and require a specific contractual agreement with UPS before shipping.⁷

Why UPS Claims Get Denied

Knowing the failure modes helps you avoid them. UPS points to several recurring reasons:¹

Vague descriptions like “electronics” or “household item” that don’t give UPS enough to investigate. Include brand, model, and quantity.
Missing serial numbers on electronics worth more than $500.
Contact information that doesn’t reach the receiver, which stalls verification and inspection.
Packaging that wasn’t appropriate for the item: boxes too large or too small, weak cushioning, or poorly placed labels.
Packages you told the driver to leave without a signature, including through UPS My Choice. You can’t file a lost-package claim on a released delivery.
Ground Saver packages that have already been handed off to the Post Office. UPS no longer accepts claims once that transfer happens.
Claims filed after the 60-day domestic notification window.

Packaging is the denial reason you can actually control. UPS evaluates whether the box and cushioning were suitable for what shipped. A glass vase wrapped in a single layer of newspaper inside an oversized box won’t pass that test, no matter how the carrier handled it.

If You Packed at a UPS Store

Packages packed at a participating UPS Store location using new materials purchased there fall under the store’s Pack and Ship Guarantee. When the package ships via UPS or USPS on the store’s account and is lost or damaged in transit, the store reimburses:

The item’s value, based on the lesser of actual value, replacement cost, or repair cost
The full retail price of the packaging materials and packing services
Your shipping cost, excluding declared value charges

One caveat: if you didn’t declare the item’s value and buy declared value coverage at the counter, the reimbursement for the item itself is still capped at $100.⁸

If Your Claim Is Denied

A denial isn’t necessarily final. Read the reason UPS gave first. If the issue is missing documentation, a blurry photo, or a vague description, you can often provide additional evidence and ask UPS to reopen the claim through the dashboard or by calling customer support.

If more evidence doesn’t change the outcome and you believe the denial was wrong, the UPS tariff allows a legal action, but only after a claim has been filed and only within the tariff’s timeframes. For domestic shipments, that means filing suit within two years and one day after the delivery date or scheduled delivery date.⁴ For lower-value items, small claims court is a realistic path, with filing fees typically running between $25 and $275 depending on the jurisdiction.

1
UPS. File a Claim
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United Parcel Service. UPS Claims Procedure
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UPS Supply Chain Solutions. Cargo Claims Forms
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United Parcel Service. 2026 UPS Tariff – Terms and Conditions of Service
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UPS. Supporting Documents for Claims
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United Parcel Service. 2026 UPS Tariff – Terms and Conditions of Service
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UPS. List of Prohibited Items for Shipping
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The UPS Store. Pack and Ship Guarantee Services