In a nutshell: When a UPS package status shows "Delivered," it indicates the item has been left at the recipient's address. If it's misplaced, first contact the seller before filing a claim. Claims must be submitted within 60 days, and you can start by filling out your tracking
When a UPS package shows Delivered, it means the driver has left the item at the recipient’s address. If no signature is required, the package may be placed on the front or back porch, in the garage, or left with a neighbor or household member. Drivers also upload proof of delivery, so be sure to review this before contacting UPS. If you’re still unable to locate the item, consider filing a claim. Continue reading for the steps on filing a claim with UPS and requesting a refund.
Did you purchase the item online? Consider contacting the merchant first before submitting a claim with UPS. If the seller arranged the shipment, they may be able to help track the package or reship the item. Contact UPS only if the seller is unable to resolve the issue.
UPS claims must be submitted within 60 days of the package being lost. To begin the process, click Start a Claim. You may be asked to sign in to your UPS account; we recommend this especially when you're submitting a claim for multiple packages.
Enter your package’s tracking number, then select your relationship to the shipment (recipient, shipper, shipper’s representative, or third party). Under Problem, choose “The package is lost,” and click Next to continue.
You can also use the platform to file multiple claims. If you have receipts for items purchased from a vendor, be sure to upload them along with product descriptions and any other supporting evidence that may strengthen your claim. Once you’ve completed the form and attached the required documents, click Submit.
To check updates on your claim, sign back in to your account and go to the Claims Dashboard. You’ll find your submitted claim listed under In Progress. Claims typically take 8–10 days to process, though the review may take longer if UPS needs additional time to investigate.
Keep an eye out for notifications regarding your claim’s status. Once UPS validates the documentation and approves the claim, payment is usually issued within three days. If it takes longer, check with your bank or financial institution. Please note that you may be asked to provide payment information after the claim is approved.
If you encounter an issue with submitting a claim to UPS, feel free to use the chat feature on the UPS website. Just click Ask UPS and select an option to Continue.
To avoid delivery issues, double-check the recipient’s address to make sure it’s correct. You may also want to sign up for UPS My Choice, which provides photo proof of delivery and real-time alerts. If you submit a claim, be sure to include all relevant documentation, such as invoices or screenshots, to help support your case and improve the chances of a favorable outcome. If your claim is denied, you may submit a written appeal within one month or contact UPS Customer Support for further assistance. Still having trouble submitting a claim? Reach out to Support directly for help.
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