What Should I Do If UPS Fails to Deliver My Package?

Local Business


Besedky Team

What Should I Do If UPS Fails to Deliver My Package?:Are you eagerly waiting for your package from UPS, only to find out that it hasn’t been delivered? Frustrating, isn’t it? Well, don’t worry, because in this blog post, we’ve got you covered on what to do if UPS doesn’t deliver your package. Whether it’s understanding the claims process or maximizing your chances of a successful claim, we’ll walk you through the steps. So, sit back, relax, and let’s dive into the world of UPS package delivery mishaps.

Understanding the UPS Claims Process

When a UPS package goes missing, it’s crucial to know the steps involved in filing a claim. Filing a claim is the first course of action to take when your package is undelivered. Here’s how to navigate the process:

Initiating a UPS Claim

Commence by signing into your UPS.com profile. You’ll need to provide specific details regarding your missing package. To streamline this process, UPS has a dedicated “File a Claim” section under the “Support” tab on their website. This is where you’ll log your issue.

After logging into your UPS account, you’ll be prompted to fill out the necessary details for your claim. These include the tracking number and your status, which could be as the shipper, receiver, or a third party.

Next, you must select the reason for your claim. The options typically include reasons like late delivery or a lost package. Once you’ve submitted the claim, UPS will launch an investigation into your missing package.

Waiting Period and Investigation

If your package hasn’t arrived or there’s been no update on the tracking, it’s prudent to wait for 24 hours after the expected delivery date before reporting the missing package to UPS. Once reported, UPS will commence a package search which can span up to 10 business days.

During this time, UPS will attempt to locate your package. If it is not found, they will send a Damage/Loss claim letter to you through email, fax, or post. This communication will inform you of the outcome of their investigation.

Understanding UPS Refunds and Guarantees

Guaranteed Service Refund (GSR)

UPS understands the importance of timely deliveries and stands by their commitments with a Guaranteed Service Refund (GSR). If UPS fails to deliver your package on time, they offer a refund as part of their money-back guarantee. The remarkable aspect of this guarantee is its precision; if your package is late by even 60 seconds, UPS will issue a refund or credit your shipping account for the full shipping charges.

Navigating Late or Missing Deliveries

When dealing with a late or missing delivery, check the current status of your package using UPS Tracking. If the status is unclear or it’s past the delivery date, you might need to take additional steps. Begin by completing a Help Request Form, which alerts UPS about the issue and helps in tracking down your package.

Should the package remain missing, you can then submit a Missing Mail Search Request. This more detailed search can help in recovering your package.

Statistics and Reality of Lost UPS Packages

While it’s a rare occurrence, UPS does lose packages. Statistically, they lose less than one percent of packages per day. However, given the volume of shipments, this could mean almost 200,000 packages could be affected. Acknowledging this reality, UPS advises customers to file a claim in such situations.

How UPS Handles Lost Packages

UPS takes the issue of lost packages seriously and employs a thorough investigative process. Once they receive a report of a lost package, they engage in a package search which typically lasts up to 10 business days.

Determining whether a package is lost or stolen is part of the investigation. If the package is located within this period, UPS will ensure it’s delivered to the intended recipient. Otherwise, they proceed with the claim process, potentially leading to a refund or credit for the shipper.

Maximizing Your Chances of a Successful Claim

While UPS employs a systematic approach to handle claims, there are steps you can take to ensure the best outcome:

  • Keep all shipment records: Maintain a file with all relevant shipping documents, including receipts, tracking numbers, and any correspondence with UPS.
  • Act quickly: Time is of the essence in these cases. The sooner you report an issue, the higher the chances of locating your package.
  • Monitor the claim: Keep an eye on the status of your claim by tracking its progress on UPS.com.
  • Be detailed: When filling out claim forms, provide as much detail as possible about the contents and value of the package.
  • Follow up: If you don’t hear back from UPS within the expected timeframe, don’t hesitate to follow up with their customer service.


While UPS has a robust system in place to handle the delivery of packages, unforeseen circumstances can lead to lost or late deliveries. Understanding the claims process, your entitlements under the UPS money-back guarantee, and the investigative procedures of UPS can help mitigate the frustration of a missing package. By following the outlined steps and keeping a detailed account of your shipment and communications, you can navigate through a potential claim with greater ease and confidence.

Remember, while the loss of a package is a rare event for UPS, it’s important to know the practical measures you can take. This ensures that, should you ever find yourself in this predicament, you are well-equipped to handle the situation and achieve a satisfactory resolution.

FAQ & Common Questions about What Do I Do If UPS Doesn’t Deliver My Package?

Q: What happens if UPS doesn’t deliver in 2 days?
A: If UPS fails to meet its commitment for the UPS 2nd Day Air delivery window, you will be able to claim a refund for the full mailing costs. The whole shipment will be free, not counting any surcharges you may have paid.

Q: Does UPS ever find lost packages?
A: Yes, UPS may take up to 8 business days to investigate a lost package claim. During this time, they will attempt to locate the package and determine if it was lost or stolen. If the package is found, it will be delivered to the recipient.

Q: What if I paid for UPS 2 day shipping and it has not arrived?
A: If UPS fails to meet its commitment for the UPS 2nd Day Air delivery window, you will be able to claim a refund for the full mailing costs. The whole shipment will be free, not counting any surcharges you may have paid.

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