Claim procedure for lost or damaged parcels

Learn about the claim procedure with UPS for damages and losses, including how to file a claim and the timeframes you need to be aware of.

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Eligibility for filing a claim

To initiate a claim for damaged or lost shipments, the tracking number must be available, and claims can be filed for packages within 60 days of the scheduled delivery.

  • UPS must receive notice of claim within 60 days after the package is delivered (damaged) or 60 days after scheduled delivery (lost)
  • All necessary supporting documents must be received by UPS and claim filed within 9 months of package delivery / scheduled delivery
  • All claims will require some form of supporting documentation (merchandise invoice, pictures)
  • Additional Information: Supporting Documents for Claims | UPS - United States

 

How to file a claim

You can file the claim through Webinterpret Support, or directly with UPS.

If you would like to file a claim through Webinterpret Support, fill out our webform using the following links:

If you would like to file a claim directly through UPS.com, follow the steps provided by UPS:

 

Claim timeframes

Once your claim with supporting documentation has been issued, processing takes on average 8-15 business days. For claims that have been approved and payment paperwork has been provided, processing generally takes between 3-5 days.

If a claim investigation requires additional information, this time frame may be extended.

 

Tips for avoiding damaged and lost parcels

  • Validate the shipping address and be sure to include the business name and/or unit number when applicable
  • Find a rigid box that has all its flaps intact, and make sure you’re using strong shipping tape
    • Avoid string or wrapping paper, and remove any old labels or shipment markings
  • Take the time to wrap all items separately and use plenty of cushioning materials to protect your precious cargo

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