Parcel Claim FAQs: UPS

When should I file my claim? 

Damage (including partial loss of a shipment) – Within 14 calendar days of delivery. 

In the case of delay – Within 21 calendar days of delivery. 

All other claims, including but not limited to, claims for non-delivery or mis-delivery – Within six (6) months from the scheduled date of delivery. 

What is required to file a claim? 

1. Shipper and recipient information, as well as the UPS tracking number, date of shipment, number of pieces, and shipment weight. 
   
2. Proof of value (i.e. original purchase invoice, estimates or invoices for repair, expense statements, appraisals, other proof of payment). 
   
3. Pictures of damage, when applicable (including inner and outer packaging).
   

What is UPS’s limit of liability per shipment? 

Liability is limited to proven damages up to an amount not exceeding $100 unless a higher value has been declared for carriage. 

Do I (customer) have to pay the freight charges when there is a claim open on a shipment? 

Yes, UPS is not obligated to act on any claim until all transportation charges have been paid. The claim amount may not be deducted from these charges or from any outstanding balance owed to UPS. 

What happens when a claim is approved or denied?  

Approved: UPS sends payment and closes out the claim.

Denied: UPS sends denial letter and supporting documents explaining the denial. Customer has option to submit rebuttal to denial of claim and provide additional documents.  

Updated 05/12/2022

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