Claims
Have a problem with a package? Sign into your UPS.com profile, provide some details and track the process.
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How Does the Claim Process Work?

You can start a claim for parcels that have been lost or damaged within 90 days* of the scheduled date of delivery. Here’s how to do it:

  1. Log into Your UPS.com Profile to File Your Claim

    2. Log into your UPS.com profile or create a profile if you have not done so already.

  2. Provide Some Details About the Package

    3. 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

    4. 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

    5. Submit your claim to UPS®, then email a member of our team at vdpsoporte@ups.com so we can work with you on the process.

FAQ

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 documents showing the value of the loss, such as an invoice, purchase order or product catalog. In case of damage or missing merchandise, please retain the packaging and take pictures as these might be required for investigation purposes.

If you experience a loss or damage, you must file a claim within 90 days of the scheduled date of delivery. If you are shipping jewelry, you must report the loss within 48 hours.

You will receive confirmation of your claim receipt promptly by email. If you do not hear anything from our office within 5 business days of submitting your claim, feel free to email a specialist at vdpsoporte@ups.com to confirm we have received your claim.

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