UPS claims and support start in the same place: the File a Claim page on ups.com, or UPS Customer Service at 1-800-742-5877. For a domestic package, UPS must receive notice of a loss or damage claim within 60 days of delivery, or of the scheduled delivery date if the package never arrived, and most packages carry up to $100 of liability unless the shipper declared a higher value.
This guide covers how much UPS covers, what to submit, how to follow up on a claim, and which support channel fits each problem.
Table of Contents
How do UPS claims work?
A UPS claim is a request for UPS to pay for a package that was lost, damaged or had contents missing. You report it through the File a Claim page on ups.com or by phone, UPS issues a claim number, and you then track the claim and upload supporting documents in the UPS claims dashboard.
The shipper is usually best placed to file, because the shipper holds the invoice, the declared value and the original shipment record. Receivers can start the process for a damaged package, but they should coordinate with the sender so the claim isn’t filed twice. A step-by-step look at the dashboard is in the guide to UPS claim tracking.
How much does UPS cover on a claim?
UPS’s liability for most packages is limited to $100 unless the shipper declares a higher value and pays for it when creating the label. Declared value can go up to $50,000 on most packages, and UPS pays the lesser of the declared value or the actual documented value or repair cost.
| Shipment | Built-in UPS liability | Can you raise it? |
|---|---|---|
| Most UPS domestic and international packages | Up to $100 | Yes, with declared value up to $50,000 on most packages |
| UPS Ground Saver | A lower per-package cap set in the Ground Saver terms | No; UPS treats a higher declared value as void |
| Packages left in a UPS drop box | Up to $100 | Drop boxes don’t accept declared value above $500 |
For pricing on declared value, see the guide to how much UPS insurance costs per $100. Whether coverage applies to porch theft is a separate question, and the steps for a stolen UPS package explain what to do first.
What are the UPS claim deadlines?
For domestic shipments, UPS’s tariff requires notice of the claim within 60 days of delivery, or within 60 days of the scheduled delivery date for a package that was never delivered. The claim itself can then be completed within nine months. Missing the notice window can waive the claim entirely.
For damage, file as soon as you see it. UPS’s help center encourages starting a damage claim within 30 days of receiving the package, and keeping the box and packing materials until the claim is settled, since UPS may inspect them.
If the issue resolves before UPS pays, for example a “lost” package turns up, update or withdraw the claim in the dashboard so it doesn’t stay open.
What documents do you need for a UPS claim?
UPS asks for enough documentation to prove what shipped, what it was worth and what happened to it. Without it, processing can be delayed or the claim can be denied. Have these ready:
- Tracking number and the ship date from the label or receipt.
- Proof of value: the original invoice, receipt or purchase confirmation.
- Photos of the damage: the outer box, inner packing and the damaged item.
- Repair estimate or invoice if the item can be fixed.
- A stated claim amount that matches the documents.
When a damaged package is sent back instead of delivered, the steps for a UPS damaged package returned to sender show how that affects the claim. If tracking shows a damage scan, the guide to a damage reported UPS status explains what that status means.
How do you follow up on a UPS claim?
Follow up in the UPS claims dashboard on ups.com, using the claim number UPS gave you. The dashboard shows the status, lists any documents UPS still needs and is where you upload them. Approved payments go to the claimant on file.
Respond to document requests quickly, because a claim waiting on paperwork stops moving. If the dashboard doesn’t answer your question, call UPS with the claim number and tracking number in hand.
How do you reach UPS support?
UPS Customer Service is reachable at 1-800-742-5877 (1-800-PICK-UPS), and the UPS Help and Support Center on ups.com offers a virtual assistant and self-service tools for tracking, delivery changes and claims. The guide to the UPS customer service number lists the menu options and the best times to call.
| Channel | Best for |
|---|---|
| Phone: 1-800-742-5877 | Claim questions, lost packages, account problems |
| UPS Help and Support Center | Tracking, delivery changes, starting a claim |
| UPS claims dashboard | Claim status and document uploads |
| The UPS Store or a UPS Customer Center | In-person help with packing and drop-off |
For in-person help, find the nearest location in the guide to UPS locations and Access Points. To follow a package before it becomes a claim, use UPS tracking and delivery tools.
Which UPS problems need a claim?
Lost, damaged and missing-contents packages need a claim. Many other problems are better solved first through tracking or customer service, because the package may still arrive.
- Delivered to the wrong address: check with neighbors and contact UPS before filing; the guide to UPS delivered to the wrong address covers the steps.
- Delivery exception: a weather, address or access problem usually delays the package rather than losing it. See how to resolve a UPS delivery exception.
- Marked delivered but missing: look around the property, check the delivery photo if one was taken, and contact UPS before starting a lost-package claim.
Late deliveries are handled separately from loss and damage. UPS’s Service Guarantee currently covers a limited set of U.S. air services, so check the UPS Service Guarantee page before expecting a refund for a late package.
How can you prevent UPS claims?
Good packing and accurate addresses prevent most claims. Use a sturdy box with room for cushioning, seal every seam, and keep receipts and photos of valuable items before sealing them. The guide to UPS labels and supplies covers label placement and packaging that hold up in transit.
Insure anything worth more than the built-in liability. When you create a UPS or USPS label on ParcelPath, you can add Shipsurance insurance to the shipment, and the platform is free, with up to 85% off UPS retail rates and no subscription or minimums. Compare UPS and USPS options for a valuable package in the ParcelPath rate calculator, and see whether UPS or USPS is cheaper for your package size.
Frequently Asked Questions
How long do I have to file a UPS claim?
For domestic UPS shipments, UPS must receive notice of the claim within 60 days of delivery, or of the scheduled delivery date if the package never arrived. After notice, the claim can be completed within nine months. For damage, UPS encourages starting the claim within 30 days of receiving the package and keeping the packaging for inspection.
How much does UPS pay on a lost package claim?
UPS pays the lesser of the documented value or the declared value. Without declared value, liability for most packages is capped at $100. Shippers can declare value up to $50,000 on most packages when they create the label. UPS Ground Saver has a lower built-in cap that declared value can’t raise, so insure valuable Ground Saver packages separately.
Can I file a UPS claim online?
Yes. Start the claim on the File a Claim page on ups.com with your tracking number, then upload proof of value and damage photos in the UPS claims dashboard. You can also report a claim by phone at 1-800-742-5877. Keep the claim number, since you’ll need it to check status or answer UPS’s document requests.
Who should file the UPS claim, the shipper or the receiver?
Usually the shipper, since the shipper has the invoice, the declared value and the shipment record that UPS asks for. A receiver who finds damage should keep the box and packing, take photos, and tell the sender right away so one person files a single, well-documented claim within the 60-day notice window.
More answers on UPS shipping are in the UPS frequently asked questions guide.
Sources
- UPS: File a Claim
- UPS Tariff/Terms and Conditions of Service (United States)
- UPS Service Guarantee
- UPS Help and Support Center
- UPS Ground Saver
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