A package that never arrived — or showed up crushed — is frustrating, but UPS lets you file a claim to get reimbursed. This guide walks you through when and how to file a UPS claim for a lost, damaged or missing-contents package, what documents you need, and how coverage works.
This is an independent guide. Claim rules, limits and timelines can change — file and confirm details on the official ups.com. We are not affiliated with UPS.
When can you file a claim?
- Lost package — it never arrived and tracking has stalled.
- Damaged package — the item or its packaging was damaged in transit.
- Missing contents — the box arrived but items inside are missing.
If it’s just running late, check the status first with our UPS tracking guide or your InfoNotice before assuming it’s lost.
Time limit: act within 60 days
For lost or damaged packages, you generally need to start a claim within 60 days of the scheduled delivery date. Don’t wait — filing promptly keeps the process smooth and preserves your evidence.
Who can file?
The shipper is usually the main party who files (and provides payment documents), but the receiver or an appointed third party can be involved too. One important note for recipients: you cannot add declared value after the fact — coverage has to be set when the label is created.
How much is covered? Declared value vs the $100 default
UPS includes up to $100 in liability coverage on most shipments at no extra charge. If your item is worth more, you should declare a higher value when creating the shipping label — there’s a small fee (around $1.70 per $100 of value, with a minimum charge). Declared value sets the maximum UPS will reimburse, so it pays to set it correctly for valuable items.
What you’ll need
- The tracking number and a description of the item.
- Proof of value — invoice, receipt or order confirmation.
- Photos of the damage and the packaging (for damage claims).
- Any supporting documents (and commercial invoices for international shipments).
How to file, step by step
- Go to the File a Claim section on ups.com and sign in.
- Enter the tracking number and choose lost, damaged or missing contents.
- Upload your documentation and submit.
- For damage, keep the item and all packaging — UPS may arrange an inspection.
- UPS investigates; most claims are resolved in about 10 business days, with any approved payout going to the responsible party.
Tips to avoid a denied claim
- Pack well — poor packaging is a common reason damage claims are denied; see our shipping & packing guides.
- Keep everything — the box, packing material and the damaged item until the claim closes.
- Declare value up front for anything over $100.
- File quickly and include clear photos and proof of value.
Frequently asked questions
How long do I have to file a UPS claim?
Generally within 60 days of the scheduled delivery date for lost or damaged packages. File as soon as you can.
How much does UPS cover without declared value?
Up to $100 per shipment at no extra cost. For higher-value items, declare a value when creating the label (a small per-$100 fee applies).
What do I need to file a damage claim?
The tracking number, a description, proof of value (invoice or receipt), and photos of both the damage and the packaging. Keep the item and packaging in case UPS inspects it.
How long does a UPS claim take?
Most lost or damaged claims are resolved in around 10 business days once you’ve submitted the required documentation.
Related: UPS Tracking · UPS InfoNotice · UPS Shipping Options.
