You can start a claim for parcels that have been lost or damaged within 60 days* of the scheduled date of delivery. Here’s how to do it:
1. Log into Your UPS.com Profile to File Your Claim
Log into your UPS.com profile or create a profile if you have not done so already.
2. Provide Some Details About the Package
Tell UPS about the package, including the contents, the value, and tracking number. In the case of damage or missing merchandise, retain the packaging as it might be necessary for investigation purposes.
3. Support Your Claim with Additional Documentation
Include proof of value such as receipts, invoices, and purchase orders to support your claim. Include photos for any damage including internal and external packaging, damage of the merchandise, six sides of the box and the waybill.
4. Submit Your Claim
You’ll get a notification from UPS about your claim once submitted.
The process should go quickly if you have submitted your required documentation. If additional information is needed to review your claim further, a member of the team will notify you in writing.
Each claim is different and as a result, may require different documents. However, almost all claims require proof of loss and documentation reflecting the value of the loss, such as an invoice or bill of sale. In addition, the following items may also be requested: freight invoice, packing list, replacement invoice, repair estimate, photos of the goods and packaging and, if lost, a police report or statement of non-receipt by the receiver. Your adjuster will be happy to identify which documents are needed for your claim.
If you experience a loss or damage, you must file a claim within 60 days of the scheduled delivery date.