How to File a UPS Claim — Complete Guide

UPS covers lost, damaged, and undelivered packages through its claims process — but only up to the declared value or UPS's liability limit, whichever is lower. Every UPS shipment automatically includes $100 of coverage at no extra charge. If you declared a higher value when creating the label and paid the additional insurance premium, your coverage extends to that declared amount.

Filing a UPS claim is done online through ups.com. The process takes about 10–15 minutes if you have the required information ready. Here's exactly how to do it.

What Qualifies for a UPS Claim

UPS will review claims for three situations:

• Lost package: the package shows no movement in tracking for an extended period and was not delivered. UPS typically requires 24 hours past the expected delivery date before a lost claim is accepted.
• Damaged package: the contents were damaged during shipping. The recipient should keep all original packaging and damaged contents — UPS may inspect them. Take photos immediately upon discovering damage.
• Undelivered package: tracking shows delivered but the recipient reports not receiving it. UPS investigates with the driver and local facility before making a determination.

Time Limits for Filing

UPS has strict filing deadlines. Missing these windows forfeits your claim:

• Lost package: file within 60 calendar days of the shipment date
• Damaged package: file within 60 calendar days of the delivery date; report damage to UPS within 5 days of delivery for best results
• Collect on Delivery (COD) discrepancies: within 15 days
• International shipments: within 60 days, but sooner is better due to customs complications

Documents and Information You'll Need

Gather these before starting the claim:

• UPS tracking number (from your shipping label or confirmation email)
• Proof of value: original purchase invoice, receipt, or order confirmation showing what the item cost. UPS will not pay more than the documented value.
• Proof of shipment: your UPS receipt or label confirmation showing you actually shipped the package
• Photos of damaged items and packaging: required for damage claims — photograph the box exterior, all six sides, interior packaging, and damaged contents before discarding anything
• Description of contents: what was in the package, quantity, and condition when shipped
• Your contact information and payment details for the refund

How to File a UPS Claim Online Step by Step

Go to ups.com/us/en/help-center/claims-support.page to access the UPS claims portal:

1. Sign in to your UPS account (or continue as a guest with your tracking number). Claims filed with a UPS account are tracked in your account history.
2. Enter your tracking number and select the type of claim: Lost Package, Damaged Package, or Missing Contents.
3. Enter shipment details: ship date, package weight, dimensions, service type, and declared value.
4. Describe the situation: for damage, describe exactly what was damaged and how. For lost packages, confirm when and where you gave the package to UPS.
5. Upload supporting documents: proof of value (invoice/receipt), photos of damage (if applicable), and any other relevant documents.
6. Enter your contact information and preferred refund method.
7. Submit the claim. UPS assigns a claim number — save this for tracking your claim status.

What Happens After You File

After submission, UPS investigates the claim — timelines vary by claim type:

• Investigation period: UPS typically investigates within 8–15 business days. For damaged packages, a UPS inspector may contact the recipient to inspect the packaging and contents at the delivery address.
• Status updates: check your claim status at ups.com using your claim number. You'll also receive email updates at key milestones.
• Payment: if approved, UPS pays via check or credits your UPS account. Payment typically arrives within 3–5 business days after approval.
• Denial: if UPS denies the claim, you'll receive a written explanation. Common denial reasons: packaging inadequate, item excluded from coverage, claim filed outside the time window, or declared value not documented.

Tips to Maximize Your UPS Claim Success

Claims get denied for preventable reasons. Avoid these common pitfalls:

• Declare value at shipping time: UPS only covers up to the declared value you specified on the label. If you left it at $0 or the default, you may only receive the $100 automatic coverage regardless of item value.
• Keep original packaging: UPS inspectors evaluate whether packaging was adequate. Discarding the box before the inspection is complete can lead to denial.
• File quickly for damage: while the deadline is 60 days, reporting damage within 5 days puts you in a stronger position — it's harder for UPS to argue packaging was the issue if you report immediately.
• Document everything: keep copies of all correspondence with UPS, the original invoice, and photos. Claims disputes go better with complete documentation.
• Prohibited items are not covered: UPS will not pay claims for items on their prohibited list (certain electronics, cash, jewelry over limits, etc.) even if they were insured.

Declared Value vs. Insurance: Know the Difference

UPS distinguishes between declared value and full insurance — and the difference matters for high-value claims:

• Declared value: the maximum UPS will pay for loss or damage. The first $100 is included free; above $100, you pay $1.05 per $100 of declared value (subject to a minimum charge).
• Maximum declared value: $50,000 per package for most goods, with lower limits for specific item categories (jewelry, fine art, currency, electronics).
• Excluded items: even with declared value, certain items are excluded from coverage entirely — currency, accounts receivable, plants, perishables, hazardous materials, and others. Check UPS Tariff for the full list.
• Pirate Ship and other resellers: when you ship through a third-party platform, they pass through UPS's declared value system — but always confirm during checkout that you've added the correct declared value.
• Damage vs. loss: UPS sometimes denies a damage claim citing inadequate packaging — declared value alone doesn't guarantee payout if UPS determines the damage was due to your packing, not their handling.

What to Do If Your Claim Is Denied

Claim denials are common but appealable. The process:

1. Read the denial letter carefully. UPS specifies the reason — most commonly inadequate packaging, missing documentation, or filing outside the deadline.
2. Address the cited reason in your appeal. If denied for inadequate packaging, gather photos of how you actually packed (if you have them) and ship documentation showing carrier-recommended materials were used.
3. Submit appeal within 30 days of denial. Use the appeal form linked in the denial email or contact the UPS claims department directly.
4. Include additional documentation: invoices, receipts, photos, communications with the recipient, anything strengthening your case.
5. Escalate if needed: appeals can be elevated to UPS supervisor review. Be persistent but professional in correspondence.
6. If the appeal also fails: small-claims court is the final option for amounts under $5,000–$10,000 depending on state. Carrier liability is governed by federal law, but small-claims judges sometimes side with shippers when documentation is strong.

Recipient's Role in a Damage Claim

While shippers file the claim, recipients play a critical role in providing evidence:

• Open the package immediately upon delivery — damage discovered weeks later is harder to claim
• Photograph the unopened box from all sides before opening if any damage is visible externally
• Photograph all damaged contents before disposing of anything
• Save the box and all internal packaging materials until the claim is fully resolved — UPS may send an inspector to examine packing quality
• Send all photos and documentation to the shipper as soon as possible — claims often hinge on rapid documentation
• If the package shows visible damage at delivery, refuse delivery and ask the driver to document it on their handheld scanner; UPS will return-to-sender automatically

Frequently Asked Questions

Who files a UPS claim — sender or recipient?

The shipper (sender) files the claim. UPS's account relationship is with the shipper, not the recipient. Recipients should report damage to the shipper, who then files.

How long do UPS claims take to resolve?

Typical timeline: 8–15 business days for investigation. Damage claims with on-site inspection take longer — 15–25 days. Lost package claims are usually faster — 7–10 days if tracking confirms loss.

How much will UPS pay for a damaged package?

Up to the declared value, less any deductible (typically none for individual shippers). Without declared value beyond the included $100, UPS pays a maximum of $100 regardless of actual item value.

Can I file a claim through Pirate Ship or ShipStation?

Yes — most shipping platforms have built-in claims filing that submits to UPS on your behalf. Look for a Claims menu in your shipment history.

What if my package was stolen after delivery (porch piracy)?

If UPS tracking shows the package as Delivered, it's been considered delivered by UPS — which makes claims difficult. UPS may investigate the GPS scan location, but typically packages stolen after a successful Delivered scan are not covered. Some homeowner's insurance and credit card protection programs cover porch piracy.

Can I file a claim if the recipient never received the package?

Yes — if tracking shows Delivered but the recipient confirms they never received it, file a claim. UPS will investigate with the driver and request signed delivery confirmation if applicable. Outcomes vary based on the location's GPS data and driver records.

What's the deadline to file a UPS damage claim?

60 calendar days from delivery date for damage claims, but report damage to UPS within 5 days for the strongest case.

Will UPS pay claims for prohibited items?

No. Items on UPS's prohibited list (currency, accounts receivable, certain electronics, perishables, hazmat) are excluded from coverage even if you paid for declared value.

Can I sue UPS for a denied claim?

Yes — small-claims court is the standard route for denied valid claims under $10,000. Carrier liability is governed by the Carmack Amendment for interstate shipments, which limits damages but allows recovery up to declared value.

What's the difference between UPS coverage and third-party shipping insurance?

UPS's automatic and declared-value coverage is part of UPS's tariff. Third-party shipping insurance (Shipsurance, U-PIC, parcel insurance) is independent coverage you purchase separately, often at lower per-dollar rates than UPS declared value, with separate claims processes.