Have a problem with a package? Sign into your profile, provide some details and track the process.

How Does the Claim Process Work?

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. 1. Log into Your Profile to File Your Claim
  2. Log into your profile or create a profile if you have not done so already.

  3. 2. Provide Some Details About the Package
  4. 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.

  5. 3. Support Your Claim with Additional Documentation
  6. 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.

  7. 4. Submit Your Claim
  8. 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.

You can contact our customer support team via email at or phone 866-541-8870.

You will receive acknowledgment of claim receipt promptly by email. If you do not hear anything within 5 business days of submitting your claim, email our team at

*Special Conditions may apply based on your UPS Customized Declared Value agreement.