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. Here’s how to do it:

  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. 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. 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. Submit Your Claim
  8. You'll get a notification from UPS about your claim once submitted, as well as up-to-date information available on your claims dashboard.


The process should go quickly if you have submitted your required documentation. Providing as many details as possible helps in expediting the process, as does photo documentation if you have a damage claim. If additional information is needed, a team member will notify you.

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.

An investigation must be entered within 60 days of the goods being consigned with UPS to be eligible for a claim and you have up to 8 months to file the claim. A damage investigation must be entered within 14 calendar days from the delivery date.

If you do not hear anything within 5 business days of submitting your claim, feel free to email a specialist at to confirm your claim was received.